Hardware Operations Engineer

📋 Description

• Own escalated hardware cases: when devices behave abnormally in restaurants, investigate, diagnose
• Go on site for issues that can't be reproduced remotely, such as printers dropping orders or
• Build and maintain test environments in our Chicago office and warehouse, and run joint debugging
• Test devices returned from the field, run stability and stress tests, identify failure patterns and
• Manage RMA repair processes, from software and hardware diagnosis to repair or replacement decisions
• Learn our front-of-house hardware in depth (tablets, printers, card readers, kiosks, KDS, routers)

🎯 Requirements

• 5+ years of technical support experience in the hardware or electronics industry (required)
• Fluent Mandarin Chinese and English, comfortable doing technical discussions with engineers in
• Strong software and hardware diagnostic skills, with the ability to isolate whether a problem is
• 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

🎁 Benefits

• A fair compensation package
• Medical, dental, and vision insurance
• 401(k)
• 100% employer-paid Short-Term Disability (STD)
• 100% employer-paid Life Insurance and option for additional employee-paid Life Insurance
• 100% employer-paid Accidental Death and Dismemberment (AD&D) Insurance and option for