Systems Support Engineer

Job description

Chef Robotics is bringing AI into the physical world, starting with one of the world’s largest industries: food manufacturing. Food production faces one of the most severe labor shortages in the US, with more than 1 million open jobs today and demand continuing to grow. Our robots help manufacturers automate repetitive food-preparation and assembly tasks so they can increase throughput, improve consistency, and keep production onshore. Today, Chef robots operate in production facilities across North America and Europe, serving customers including Amy’s Kitchen, gategroup, and CookUnity. Our robots have made over 100 million servings in production, creating the world’s largest proprietary dataset for AI-powered manipulation of deformable food. Every meal our robots produce makes the system smarter. Backed by leading investors including Avataar Ventures, Construct Capital, Bloomberg Beta, Promus Ventures, and Kleiner Perkins, we’re scaling rapidly with a robotics-as-a-service (RaaS) model and long-term customer partnerships. Our team includes engineers and leaders from Google, Cruise, Tesla, Amazon Robotics, Dexterity, Bear Robotics, Saildrone, and Zoox, united by a mission to build intelligent machines that solve meaningful problems in the real world. If you’re excited about solving hard problems, creating real customer impact, and shipping systems that operate in production every day, not just in the lab, you’ll feel at home at Chef. **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. ### In this role, you will: - 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 ### What You Bring: - 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