Systems Support Engineer

Voiceflow; San Francisco (CA); On-site; USD 140,000 - 175,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Flexible paid time off (PTO)

401(k) matching

Job summary

An innovative robotics company in San Francisco is seeking a Systems Support Engineer to bridge the gap between customers and engineering teams. The role involves in-field deployment and support of advanced robotic systems. Candidates should have at least 3+ years of experience in customer-facing roles and technical knowledge in areas like robotics and machine learning. A strong focus is placed on collaboration, communication, and hands-on problem-solving. Competitive salary and equity-based compensation are offered.

Qualifications

• Minimum 3+ years' experience in a customer-facing role.
• Ability to travel at least 75% of your time.
• Demonstrated track record of shipping products quickly.

Responsibilities

• Lead the in-field deployment and support of robotic systems.
• Investigate customer issues and deploy fixes.
• Collaborate with engineering teams to resolve production blocking issues.

Skills

Customer-facing role experience

Machine learning knowledge

Robotics understanding

Strong communication skills

Education

BS or MS in Computer Science, Robotics, or related field

Tools

Python

Linux/Unix

Robot Operating System (ROS)

Job description

About Our Team

Chef Robotics is on a mission to accelerate the advent of intelligent machines in the physical world. As the rise of LLMs like ChatGPT has shown, AI has the potential to drive immense change. However, we believe AI’s biggest impact will be in the physical world, given industries like manufacturing, food, and transportation represent 90% of global GDP. We're starting with food, with a goal to put an intelligent robot in every commercial kitchen in the world. We have signed multiple multi-year contracts with various large food companies and we are growing fast. We're backed by investors like Kleiner Perkins, Construct, Bloomberg BETA and Promus Ventures. We have a great team, where you will be surrounded by talented engineers and tech leaders from companies like Cruise, Zoox, Google, Verb Surgical, Tesla, Nuro, Vicarious, Amazon Robotics, Strateos, Built Robotics, Facebook, Plenty, Yelp, and Microsoft.

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.

Responsibilities

• 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 robot; serve 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

Requirements

• 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

Compensation & Benefits

$140,000 - $175,000 a year

Chef is an early‑stage startup where equity is a major part of the compensation package. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position. Within the range, individual pay is determined by additional factors, including job‑related skills, experience, and relevant education or training.

In addition to salary and early‑stage equity, we offer a comprehensive benefits package that includes medical, dental, and vision insurance, commuter benefits, flexible paid time off (PTO), catered lunch, and 401(k) matching.

Equal Opportunity Employer

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, sex, gender identity and expression, sexual orientation, national origin, ancestry, citizen status, uniform service member and veteran status, marital status, age, pregnancy status, protected medical condition, genetic information, disability, or any other protected status.

Multiple studies have found that a higher percentage of women and BIPOC candidates won't apply if they don't meet every listed qualification. Chef values candidates of all backgrounds. If you find yourself excited by our mission but you don't check every box in the description, we encourage you to apply anyway!