Robotic Operations Engineer

Responsibilities: 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

Qualifications: 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 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 Preferred: Bilingual English/Spanish - A large number of our customer on-site teams operate in Spanish \n $90,000 - $110,000 a year Chef is an early-stage startup where equity is a major part of the

compensation package. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position. Within the range, individual pay is determined by additional factors, including job-related skills, experience, and relevant education or training. \n

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