Hardware Operations Engineer

You will be the technical bridge between our restaurants in the field and our hardware and engineering teams in China. You won't handle routine installations. Instead, you will take on the hardest hardware cases: reproducing issues, running tests in our office and warehouse, going on site when a problem can only be diagnosed in the real restaurant environment, and bringing clear findings back to the engineering team so we can fix root causes and improve our products.

• Own escalated hardware cases: when devices behave abnormally in restaurants, investigate, diagnose and communicate the issue clearly to our engineering team in China
• Go on site for issues that can't be reproduced remotely, such as printers dropping orders or intermittent network problems; capture logs and network packets and debug in the real customer environment
• Build and maintain test environments in our Chicago office and warehouse, and run joint debugging sessions with engineers in China