Systems Support Engineer

About the RoleWe're hiring a Systems Support Engineer 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 to develop and test new tasks for the robot leading to expansion at existing customersThis 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 where you’ll be deployed at our customers’ facilities at least 50% and up to 75% of the time What You'll DoAct as the face of Chef Robotics in the field, leading the in-field deployment and support of Chef’s robotic systems at customer sitesInvestigate customer issues, triage incoming tickets with relevant data, investigate to determine a fix and deploy fixes or mitigationsCollaborate with Chef’s Applications and Engineering teams to prioritize to resolve production blocking issuesExecute 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/fixPrepare and develop technical presentations to explain our company's products or services to customersQualificationsBS, MS, in Computer Science, Robotics, Electrical Engineering, Mechanical Engineering, or a related fieldMinimum 3+ years' experience in a customer-facing role in applications engineering, deployment, solutions engineering, or similar rolesPrior experience in two or more of the following areas: machine learning, motion planning, robotics, computer vision, or controlPrior experience with at least one of the following areas: product engineering, applications engineering, solutions engineering, sales engineering, forward deployed engineeringPrior experience in API integrations for Support tooling developmentDemonstrated track record of shipping products quickly and efficientlyAble to work independently and with minimal supervisionAbility to travel at least 75% of your time is requiredMust be available to work a flexible schedule to support customers, including some weekends, nights, and on-call hoursFamiliar with Linux/Unix and/or Robot Operating System (ROS); Python or Linux experience is a plusStrong communications and project management skills to recognize, communicate, and properly document product issues, complaints and improvements