Support Operations Engineer

Our Company

Miso is a well known first-mover in kitchen automation, AI, and robotics. The company has raised over $150 million from equity crowdfunding, which we believe makes it THE most successful crowdfunding story in history. It has successfully piloted its products with the most prominent global brands in food, and now it’s time for the company to scale.

The company recently added a new CEO and other senior leaders, including a new CTO – all of whom hold decades of experience operating growth companies.  Our CEO has a track record of successful exits, and we recently accepted a strategic investment and partnership from Ecolab (NYSE: ECL), a $70 billion public company which, as the global leader in sales of cleaning solutions to restaurants, truly knows how to operate at scale.  Our new leadership team is evolving the company’s culture from early stage to growth stage with new processes and disciplines, and is supported by a board that includes the former President and CTO of OpenTable.

With Ecolab’s support, we are building a world-class team, and are looking for more exceptional people to join us.

Benefits We Offer

• Flexible vacation
• Comprehensive benefits
• 401K plan
• Accelerated growth opportunities
• Free snacks  from our robot chefsThe Role

The Role

The Support Operations Engineer is a hybrid technical and customer-facing role responsible for driving Tier-3 technical support, coordinating escalations across support tiers, and providing engineering-aligned solutions to field issues. This role acts as the bridge between Customer Support, Field Services, and Engineering—ensuring timely resolution of issues while improving the quality and efficiency of support and service operations across the Flippy fleet.

In addition to strong technical troubleshooting capabilities, this individual will contribute to internal tooling, knowledge systems, and may leverage AI agents or automation tools to enhance ticket workflows, escalate routing, or real-time fleet diagnostics.

Key Responsibilities

• Own and respond to Tier-3 technical escalations from the Support and Field teams.
• Troubleshoot hardware, firmware, and software issues across Miso’s autonomous robotic systems.
• Collaborate with Engineering to escalate verified product issues and ensure appropriate Jira ticket creation with logs and reproduction details.
• Support recovery efforts for critical on-site failures, including remote or occasional on-site participation.
• Support Workflow & T1–T2 Enablement
• Partner with Tier-1 and Tier-2 teams to strengthen escalation criteria, improve triage logic, and resolve knowledge gaps.
• Conduct technical onboarding and continuous enablement for support agents using real cases, systems walkthroughs, and process guides.
• Improve the consistency and efficiency of Zendesk workflows by contributing to macros, triggers, and tagging standards.

Installation & Field Support

• Support installations and critical service events by validating proper configuration, system performance, and integration.
• Build and maintain install support materials: checklists, issue triage guides, validation scripts.
• Provide expert input during post-install audits, service calls, and field recovery operations.
• Process Improvement & AI Integration
• Identify opportunities to automate support operations using tools like AI agents, decision trees, and real-time triage workflows.
• Contribute to the development or integration of internal AI tools to assist with ticket summarization, escalation classification, or FAQ surfacing.
• Maintain and improve technical documentation for internal and customer-facing support tools.
• Travel (≤20%) may be required for high-impact installations, field audits, or partner onboarding, but day-to-day responsibilities are HQ-based.

Qualifications

• Bachelor’s degree in Mechanical, Electrical, or Systems Engineering—or equivalent hands-on technical experience.
• 3–5 years of experience in field support, technical troubleshooting, or support engineering.
• Experience with robotics, automation, or electromechanical systems is highly preferred.
• Working knowledge of ticketing tools (Zendesk), issue tracking (Jira), and documentation tools (Confluence).
• Ability to read mechanical drawings, wiring schematics, and debug system logs.
• Effective communicator with cross-functional teams; confident leading field calls or supporting agents remotely.
• Based in Pasadena, CA; travel up to 20% for field support or training as needed.

Desired Multipliers

• Experience building or integrating AI tools or agents into support workflows (e.g., OpenAI API, Zapier, Zendesk bots).
• Familiarity with restaurant automation, motion systems, perception, or IoT architecture.
• Spanish language proficiency for working with multilingual support teams.

Physical Requirements:

● Must be able to lift and carry up to 35 pounds unassisted.
● Ability to frequently climb ladders and work at heights.
● Must be able to bend, kneel, stoop, and crawl as needed.
● Capability to work in confined spaces.
● Must be able to stand for extended periods.
● Dexterity to operate hand tools and power equipment.
● Work in offsite restaurant locations as needed

Compensation

$75,000-$85,000/yr + Benefits

The stated compensation range reflects only the targeted base salary range for candidates residing in the Los Angeles Metro area and excludes additional earnings such as bonus and benefits. If your salary requirements fall outside of the range, we still encourage you to apply.

At Miso Robotics, we are committed to fostering an inclusive, diverse, and equitable workplace where every team member is valued and respected. We believe that diversity in our team drives innovation and creativity, which is why we strive to create a welcoming environment for everyone, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status.