Robotic Operations Engineer

About the Role: We are hiring a Robotic Operations Engineer to be the first point of contact for incoming issues at a customer site. You'll work from our SF office, monitoring and responding to support requests that come in through Slack, Microsoft Teams, our web portal, email, and phone; triaging, troubleshooting remotely, documenting, and escalating issues across our deployed fleet. 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 based on playbooks and deploy fixes or mitigations. When help is needed you will lead escalations to Systems Support Engineers and Applications Engineers. Further, you will work with the Customer Support Manager to improve existing performance and to develop and test new tasks for the robot leading to expansion at existing customers This is an opportunity to use your deep technical expertise and passion for robotics while having a direct impact on 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 and works during off-hours. Shift is from Fri-Mon from 6 am - 4 pm PSTWhat You'll DoInvestigate 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 issuesWork with 3P Technicians to coordinate break/fix at a Customer SiteKeep customer portal tidy: maintain accurate ticket states, flag duplicates, and close resolved issuesWork with Chef's Customer Support Manager to improve existing performance