Hardware Operations Engineer

Chowbus•Chicago, IL

22h

About The Position

Chowbus is building its first U.S. hardware operations function to support the growing hardware footprint in restaurants. The Hardware Operations Engineer will serve as the technical bridge between restaurants in the field and hardware and engineering teams in China, focusing on difficult escalated cases rather than routine installations. The role involves reproducing and diagnosing hardware issues, testing devices in the Chicago office and warehouse, visiting restaurants when problems cannot be diagnosed remotely, and sharing clear findings with engineering teams to address root causes and improve products. The engineer will work with front-of-house hardware including tablets, printers, card readers, kiosks, KDS devices, and routers. The role also includes returned-device testing, stability and stress testing, RMA repair processes, and documenting field knowledge and customer scenarios. The position is based in Chicago or requires willingness to relocate, and includes site visits.

Requirements

At least 5 years of technical support experience in the hardware or electronics industry.
Fluent in Mandarin Chinese and English, with the ability to conduct technical discussions with engineers in China.
Strong software and hardware diagnostic skills, including the ability to determine whether an issue is device-, network-, or software-related.
Hands-on RMA and repair experience.
Network troubleshooting skills, including log analysis and packet capture (e.g., Wireshark).
Based in Chicago or willing to relocate.
Valid driver's license for site visits.

Nice To Haves

Restaurant or retail POS hardware experience.
Experience building test environments or conducting stability and reliability tests.
Basic electronics diagnosis using a multimeter and schematics.
Experience working with hardware suppliers or manufacturers in China.

Responsibilities

Investigate, diagnose, and clearly communicate escalated hardware issues from restaurants to engineering teams in China.
Visit customer sites when issues cannot be reproduced remotely; capture logs and network packets and troubleshoot in the restaurant environment.
Build and maintain test environments in the Chicago office and warehouse, and run joint debugging sessions with engineers in China.
Test devices returned from the field, conduct stability and stress tests, identify failure patterns, and drive product improvements.
Manage RMA repair processes, including software and hardware diagnosis and repair or replacement decisions.
Develop in-depth knowledge of front-of-house hardware, including tablets, printers, card readers, kiosks, KDS devices, and routers, and document field knowledge and feedback.
Work with support and technical teams to understand customer scenarios and resolve field problems at their root.

Benefits

Medical, dental, and vision insurance.
401(k).
100% employer-paid Short-Term Disability (STD) insurance.
100% employer-paid life insurance, with an option for additional employee-paid life insurance.
100% employer-paid Accidental Death and Dismemberment (AD&D) insurance, with an option for additional employee-paid AD&D insurance.
Company holidays.
Birthday off.
Paid parental leave.
Flexible Paid Time Off (PTO).
Employee Assistance Program (EAP).
Fair compensation package.