Robotic Operations Engineer

Job description

Job 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,…
• 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

Job requirements

• 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