Product Support Engineer

About Us:

At Botrista, we are transforming beverage culture with intuitive drink-making technology guided by Nature herself.  By allowing restaurants to easily expand menus without added complexity, we’re driving incremental growth with the push of a button.

Awarded as one of the Best California Startups in 2023, our beverage solution has created a new industry category, universally applicable to any cuisine, demographic, and business. Our machines are being rapidly deployed around the country for customers to experience & enjoy.

We deliver a world of flavors at your fingertips by sourcing top-tier ingredients from around the globe. Thanks to valuable data collected through our integrated CloudBar system, we easily guide our partners through their drink menu innovation.

Each drink is crafted by nature, and perfected by innovation - we’d love to have you be a part of it.

Job Description:

As a Product Support Engineer at Botrista, you will play a critical role in supporting the operational and service engineering aspects of our DrinkBot systems. This position involves resolving real-time field escalations, developing technical service content, and driving product, process, and service improvements.

Key Responsibilities:

• Provide real-time troubleshooting support for Tier-3 escalations, coordinating closely with field service and technical support teams.
• Analyze system anomalies, provide resolutions, and ensure customer satisfaction through effective communication and problem-solving skills.
• Support product development cycles, including software and hardware validation, documentation, and deployment strategies.
• Develop and maintain service procedures, technical bulletins, training materials, and other technical documentation.
• Manage field tooling and solutions, facilitating failure investigations, data collection, and analysis in partnership with engineering teams.
• Drive service business process improvements and standardization initiatives.
• Support Quality/Post-Market Surveillance activities, including Field Actions and CAPAs.

Requirements

Qualifications:

• Bachelor’s degree in Engineering or a related field, with a minimum of 5 years’ experience in a similar role.
• Strong analytical, troubleshooting, and problem-solving skills.
• Experience with relational database management systems and familiarity with scripting languages and tools like Python, Matlab, PowerShell, etc.
• Effective written and oral communication skills, with the ability to work well in cross-functional team environments.

Salary Range:

$85,0000 - $120,000 per year

Plus bonus and stock options

Benefits

•  Fully company-paid Medical and 99% company-paid Dental and Vision Insurance

• 15 days Paid Time Off, 7 sick days, 14 holidays, Wellness Benefits, Cell Phone and Internet reimbursement, 401K

•  Beautiful new SF office with outdoor rooftop workspace

• Free beverages with our Bot, snacks, and Wednesday lunches