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: Botrista is looking for a hands-on, technically curious Product Support Engineer to support and improve our intelligent beverage automation systems. Our products operate at the intersection of robotics, physical automation, connected devices, and cloud software, bringing together sensors, actuators, embedded controllers, software, and real-world machine operations. As a Product Support Engineer, you will work across the boundaries of hardware and software, investigating complex technical issues, supporting system integrations, and helping improve the reliability and performance of our deployed automation systems. You will serve as the frontline technical representative of our Engineering organization, working directly with internal stakeholders and external customers to own and drive the resolution of complex system issues, communicate technical solutions, and bridge the gap between product development and real-world deployment. Key Responsibilities: - Serve as a key technical bridge between internal/external stakeholder and Engineering, understanding customer needs, translating requirements into actionable engineering initiatives, and driving technical projects to improve product experience. - Represent Engineering in cross-functional engagements, aligning stakeholders on technical priorities, coordinating solutions, and driving initiatives from requirements through execution. - Own complex technical issues from initial investigation through resolution, coordinating with internal stakeholders and engineering teams as needed. - Troubleshoot connected automation systems across mechanical, electrical, embedded software, networking, and cloud technologies. - Analyze machine telemetry, sensor feedback, system logs, and physical machine behavior to identify root causes. - Proactively identify failure patterns and improve diagnostic tools, monitoring, fault detection, and automated recovery capabilities. - Visit customer sites when needed to investigate real-world product behavior, understand workflows, and translate field needs into actionable engineering feedback. - Contribute to proof-of-concept development and system integration with emerging technologies, including AI, robotics, APIs, and IoT devices. - Collaborate with multidisciplinary engineering teams to validate fixes, improve system reliability, and enhance product performance. - Build prototypes, scripts, and diagnostic tools, and make targeted code changes to investigate issues and validate new features or integrations. - Coordinate U.S. engineering communications for product and software releases, ensuring internal teams understand deployment changes, technical impacts, and known issues. Requirements - Bachelor's degree in Computer Engineering, Electrical Engineering, Mechatronics, Computer Science, or a related technical field, or equivalent practical experience. - Strong systems thinking and the ability to understand interactions and dependencies across hardware, software, and connected systems. - Hands-on programming or scripting experience, with the ability to read, debug, and modify existing source code. - Strong sense of urgency and responsiveness when supporting customers and internal teams, with the ability to prioritize and act quickly on time-sensitive issues. - Comfortable working with connected hardware and physical systems as part of system-level investigation. - Strong customer-facing communication skills and ability to collaborate effectively with cross-functional engineering teams. - Willingness to travel locally to customer sites when needed. Preferred Qualifications - Hands-on experience with Linux environments, command-line tools, and programming languages such as Python or C/C++. - Experience with robotics, automation equipment, connected devices, or integrated hardware/software systems. - Experience integrating software with third-party platforms, APIs, or external devices. - Experience developing diagnostic tools, prototypes, internal tools, or technical POCs. - Familiarity with cloud services, device telemetry, remote diagnostics, AI-enabled applications, or robotics integration. What Success Looks Like You will become a technical bridge between customers, deployed systems, and Product Engineering. Salary Range: $100, 000 - $120,000 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