Support Operations Engineer

Miso Robotics•Los Angeles, CA

1d•Hybrid

About The Position

Miso Robotics is transforming the restaurant industry with its AI-powered kitchen robot, Flippy, which automates fry station operations. The company is a first-mover in kitchen automation, AI, and robotics, having raised over $150 million through equity crowdfunding. Miso has successfully piloted its products with prominent global food brands and is now scaling its operations. The company recently brought in a new CEO, CTO, and other senior leaders with extensive experience in growth companies, and accepted a strategic investment and partnership from Ecolab. The new leadership team is evolving the company's culture towards a growth stage with new processes and disciplines. The Support Operations Engineer role is a hybrid technical and customer-facing position responsible for driving Tier-3 technical support, coordinating escalations, and providing engineering-aligned solutions for field issues. This role bridges Customer Support, Field Services, and Engineering to ensure timely issue resolution and improve support and service operations for the Flippy fleet. The individual will also contribute to internal tooling, knowledge systems, and may leverage AI agents or automation tools to enhance ticket workflows, escalation routing, or real-time fleet diagnostics.

Requirements

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.
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.

Nice To Haves

Experience with robotics, automation, or electromechanical systems is highly preferred.
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.

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.
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.
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.
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.