About the Role
We are looking for a hands-on and technically strong Remote Support Engineer (f/m/d) to safeguard the performance of our live autonomous platform. In this role, you are the first line of defence for our deployed systems, ensuring they run smoothly, incidents are handled quickly, and our customers experience reliable, always-on operations.
You will work at the intersection of hardware, software, and operations: monitoring alerts, diagnosing issues remotely, guiding on-site teams through fixes, and feeding insights back into Engineering and Product. If you enjoy solving complex technical problems under time pressure, love digging into logs and networks, and want to help scale a completely new category of food robotics, this role is for you.
Work Setup: Full-time | Work from Home | Shifting Schedule
Location Requirement: Must be residing in the Philippines
Responsibilities:
Remote Support & Troubleshooting
- Monitor and respond to alerts from live kitchen systems (hardware, software, and network).
- Diagnose incidents using remote access tools, system logs, and monitoring dashboards.
- Guide on-site operators or field engineers through structured, step-by-step fixes.
- Escalate complex issues to Product, Software, or Hardware Engineering when required.
Incident Management & Documentation
- Own incidents from detection to resolution, ensuring timely communication and status updates to stakeholders.
- Maintain detailed service records in ticketing and monitoring systems.
- Conduct root cause analyses and document findings and preventive actions.
System Optimization & Preventive Maintenance
- Identify recurring issues and propose remote configuration or firmware updates.
- Support testing and validation of remote patches, hotfixes, and releases.
- Work with Engineering and Product to enhance diagnostic capabilities and observability of the system.
Collaboration & Process Development
- Partner with Deployment and Field Ops teams to ensure smooth knowledge transfer and clear handovers.
- Contribute to service documentation, playbooks, and troubleshooting guides.
- Support the continuous improvement of the incident response and remote support processes.
Qualifications:
- 3-5+ years of experience in remote service engineering, field support, or automation system maintenance.
- Strong understanding of PLC systems, IoT devices, and network protocols.
- Skilled in Linux-based systems, log analysis, and remote access tools (e.g. SSH, VPN).
- Excellent communication skills in English able to translate complex technical topics into clear guidance.
- Structured, calm, and analytical under pressure; strong ownership mindset for incidents.
