Chowbus Hardware Operations Engineer at Chowbus manages escalated hardware cases and acts as a technical bridge between restaurants and engineering teams. The role involves diagnosing hardware issues, running tests, and driving product improvements.
Responsibilities
What You'll Focus On
Own escalated hardware cases: when devices behave abnormally in restaurants, investigate, diagnose and communicate the issue clearly to our engineering team in China
Go on site for issues that can't be reproduced remotely, such as printers dropping orders or intermittent network problems; capture logs and network packets and debug in the real customer environment
Build and maintain test environments in our Chicago office and warehouse, and run joint debugging sessions with engineers in China
Test devices returned from the field, run stability and stress tests, identify failure patterns and drive product improvements
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) and turn field knowledge into documentation and feedback for the team
Work closely with our support and tech teams to understand real customer scenarios and make sure field problems get solved at the root
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 China (required)
Strong software and hardware diagnostic skills, with the ability to isolate whether a problem is device, network or software related
Hands-on RMA and repair experience
Qualification
Fluent Mandarin Chinese and EnglishHands-on RMA and repair experience
Required
5+ years of technical support experience in the hardware or electronics industry
Fluent Mandarin Chinese and English
Strong software and hardware diagnostic skills
Hands-on RMA and repair experience
Network troubleshooting skills including log analysis and packet capture
Preferred
Restaurant or retail POS hardware experience
Experience building test environments or running stability and reliability tests
Basic electronics diagnosis with a multimeter and schematics
Experience working with hardware suppliers or manufacturers in China
