Systems Support Engineer

United States - San Francisco · San_franciscoFull Timemid

Customer SupportSupport EngineerSystems Support Engineer

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Overview

Chef Robotics is accelerating the deployment of intelligent machines in the physical world, starting with food production—a sector facing the largest labor shortage in the U.S., with 1.

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Customer SupportSupport EngineerSystems Support Engineer

Chef Robotics is accelerating the deployment of intelligent machines in the physical world, starting with food production—a sector facing the largest labor shortage in the U.S., with 1.14M unfilled jobs today and 3.1M projected by 2030. These roles cannot be offshored, making robotics essential to keeping production onshore and strengthening America’s manufacturing base. Backed by investors like Kleiner Perkins, Construct, Bloomberg Beta, and Promus Ventures, and supported by a world-class team from companies such as Cruise, Zoox, Google, Tesla, and Amazon Robotics, Chef is rapidly scaling with multiple multi-year contracts and a mission to put an intelligent robot in every commercial kitchen.

About the Role

Chef is seeking Systems Support Engineers to serve as a vital link between our customers and our engineering teams. In this role, you’ll work in the office communicating with customers’ operations teams to understand issues on site, triage incoming tickets with relevant data, investigate to determine a fix, and deploy fixes or mitigations. When help is needed, you will lead escalations to Engineering. Additionally, you'll be in the field to execute repairs, deploy fixes, ensure resolution, and customer satisfaction. Further, you will partner with our sales team to improve existing performance and develop and test new tasks for the robo, leading to expansion with existing customers.

This is an opportunity to leverage your deep technical expertise and passion for robotics to directly impact Continuous Improvement and Chef's revenue stream. In this role, you’ll be responsible for managing one of the core drivers of the company’s success, our relationships with our customers. If you’re excited about working in a customer-facing role on hard technical problems and you thrive in the fast-paced, dynamic environment of an early-stage startup, we’d love to hear from you. Please note that this is a customer-facing role, with deployment at our customers’ facilities at 50%-75% of the time.

Act as the face of Chef Robotics in the field, leading the in-field deployment and support of Chef’s robotic systems at customer sites

Investigate customer issues, triage incoming tickets with relevant data, investigate to determine a fix and deploy fixes or mitigations

Collaborate with Chef’s Applications and Engineering teams to prioritize to resolve production blocking issues

Execute field break/fix hardware repairs and deploy and test new software.

Work with Chef’s Customer Success team to improve existing performance and to develop and test new tasks for the robotServe as a touchpoint for the customer to ensure they have a great experience with our team and our product

Willingness to be hands-on with in system break/fix

Prepare and develop technical presentations to explain our company's products or services to customers

BS, MS, in Computer Science, Robotics, Electrical Engineering, Mechanical Engineering, or a related field

Minimum 3+ years' experience in a customer-facing role in applications engineering, deployment, solutions engineering, or similar roles

Prior experience in two or more of the following areas: machine learning, motion planning, robotics, computer vision, or control

Prior experience with at least one of the following areas: product engineering, applications engineering, solutions engineering, sales engineering, forward deployed engineering

Prior experience in API integrations for Support tooling development

Demonstrated track record of shipping products quickly and efficiently

Able to work independently and with minimal supervision

Ability to travel at least 75% of your time is required

Must be available to work a flexible schedule to support customers, including some weekends, nights, and on-call hours

Familiar with Linux/Unix and/or Robot Operating System (ROS); Python or Linux experience is a plus

Strong communications and project management skills to recognize, communicate, and properly document product issues, complaints and improvements