Robotic Operations Engineer
Chef RoboticsAbout the role
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.
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.
In this role, you will:
- 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
What You Bring:
- 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 developm
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