Robotic Operations Engineer at Chef Robotics — San Francisco, USA | Base Career

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Investigate customer issues, triage incoming tickets with relevant data, investigate to determine a fix and deploy fixes or mitigations
Perform remote diagnostics: guide on-site operators or field technicians through troubleshooting steps via company portal and internal tools.
Track and log hardware requests, part numbers, and part quantities using the hardware request workflow
Are familiar with APIs and technical RaaS products and can deeply understand technical docs with ease
Have demonstrated an ability to thrive in fast-paced, reactive situations while meeting core support metrics targets (e.g. CSAT, SLA, etc.)
Possess strong user empathy and are expert in the lifecycle of a support case; you can read between the lines of a user’s question, put yourself in their shoes, and get at the heart of their needs for a speedy, satisfying resolution
Write and maintain internal external documentation: runbooks, troubleshooting guides, and FAQ articles based on real ticket patterns
Collaborate with Chef’s Systems Support and Application teams to prioritize to resolve production blocking issues
Work with 3P Technicians to coordinate break/fix at a Customer Site
Keep customer portal tidy: maintain accurate ticket states, flag duplicates, and close resolved issues
Work with Chef’s Customer Support Manager to improve existing performance

BS in Computer Science, Robotics, Electrical Engineering, Mechanical Engineering, or a related field
Minimum 1 years experience in a customer-facing role in applications engineering, deployment, solutions engineering, or similar roles
Prior experience in API integrations for Support tooling development
Comfort with command line interfaces and basic scripting (Bash, Python, JavaScript)
Demonstrated track record of shipping products quickly and efficiently
Able to work independently and with minimal supervision
Ability to travel at least 20% of your time is required
Must be available to work a flexible schedule to support customers, including on-call hours

Robotic Operations Engineer