Support Operations Engineer

Our Company
MISO develops technology that elevates human potential in the commercial kitchen.
We’re engineering production-ready robotic systems that tightly integrate perception, real-time
decision-making, and electromechanical controls to automate the most dangerous, least desirable
tasks in food preparation. That means building software that understands the physical world as it
actually behaves, and hardware that can execute precisely in the face of chaos. Success is
measured in uptime, throughput, and trust from our customers, not demos.
Our flagship platform, Flippy, is already operating in high-volume restaurant kitchens across seven
states. Zippy, our Kitchen Intelligence software centralizes all operational data in our broader
ecosystem, expanding the role of AI-enabled autonomy in real-world operations. We recently acquired Zignyl, the restaurant operations system, to accelerate the work we've done on the Intelligence layer, and to build an entire restaurant operating ecosytem.
Backed by industry leaders, including Ecolab (NYSE: ECL), Miso combines the stability of a
commercial product with the technical depth and ambition of a company passionately innovating
to solve foundational problems in robotics and restaurant operations.
If you’re excited by hard constraints, real customers, and the challenge of making machines
perform reliably where failure isn’t an option, you’ll find meaningful problems to work on here.
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, completing RCAs, training 3rd-party contractors; Support, Service, Repair, and providing engineering-aligned solutions to field issues. This role acts as the bridge between Customer Support, Field Services, and Engineering—ensuring timely issue resolution, meeting set SLAs, and 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 T3 Support & Escalation Ownership

• 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.
• Lead RCAs (Root Cause Analysis) for support and field incidents.

• 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 FAT (Factory Acceptance Test), installations and critical service events by validating proper configuration, system performance, and integration.
• Build and maintain field service & repair support materials: checklists, issue triage guides, validation steps.
• 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.

• Travel (≤20%) may be required for high-impact installations, critical downtime incidents, engineer-level retrofits, field audits, partner onboarding, but day-to-day responsibilities are HQ-based.

• 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.

• 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.

• 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.