Support Operations Engineer

Job description

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 detail...