Robotics Support Engineer

About Wonder

Everything's on the menu ept compromise.

Wonder is the mealtime platform built to feed every craving in one order. With Wonder, you can mix and match hundreds of dishes from 20+ exclusive restaurants in a single order, so everyone gets exactly what they're craving. Enjoy everything from tacos to Thai with $0 delivery fees, plus dine-in or pick up at a Wonder location near you. Each dish is made to order on-site by our culinary team and served hot.

Behind the scenes, Wonder owns and operates every step of the dining experience, from recipe development to the technology that powers our experience, allowing us to deliver quality, variety, and consistency at scale.

Join us as we work to make great food more accessible.

At Wonder's Robotics Team (Spyce), we're at the forefront of restaurant automation. Our robotic meal assembly system - the Infinite Kitchen - operates daily at restaurant locations across the country, and we're just getting started.

As we scale, we're looking for a Robotics Support Engineer to be the first line of defense for our growing fleet of Infinite Kitchens. You'll troubleshoot issues, provide technical guidance to restaurant operators and field technicians, and help us build the support infrastructure to keep our kitchens running smoothly at scale.

This is an ideal role for someone who thrives at the intersection of robotics, mechanical systems, and customer support - someone who gets satisfaction from troubleshooting tricky problems, learning how the system ticks, and documenting the solutions so our team can resolve them faster next time.

Because our kitchens operate daily and require support during peak restaurant hours, evenings, and weekends, this role follows a rotating A/B weekly schedule to offer the most coverage.

• Week A:
  • Work hours:
    
    Monday
    - Thursday, 8:00 AM - 4:00 PM
  • On-call hours:
    Saturday, Sunday
• Week B:
  • Work hours:
    
    Tuesday
    - Friday, 8:00 AM - 4:00 PM
  • On-call hours:
    Tuesday
    - Friday, Evenings

This role requires a minimum of 3 days a week in the office, with additional days as needed based on project demands.

• Serve as the primary first responder on our tech support phone line and Jira support ticket queue, keeping a cool head as you investigate issues and guide store operators through critical moments
• Rapidly debug incoming cases to determine the smartest field response - whether that means deploying a quick remote fix, providing the restaurant team with the steps to resolve the issue themselves, or dispatching a field technician
• Keep a pulse on fleet health by monitoring Datadog dashboards, catching system anomalies early, and turning them into actionable maintenance tickets
• Compile diagnostic data, software logs, and field observations to cleanly elevate complex or systemic issues to the engineering teams
• Bridge the gap between the field and engineering by recreating difficult-to-diagnose issues in our Boston lab environment to drive root-cause analysis
• Create clear actionable troubleshooting steps for our field technicians to follow, actively assisting them in isolating and identifying root causes
• Help build for the future by creating, updating, and maintaining clear documentation and SOPs for common support responses and procedures
• Continuously learn and master new hardware features and software updates, ensuring your technical expertise scales alongside our expanding fleet

We care much more about your drive, problem-solving logic, and communication skills than a specific degree. If you have a foundational engineering mindset and love to troubleshoot and learn, you'll thrive here.

• Strong verbal and written communication skills across all channels (phone, email, video, and in-person), with the ability to keep a cool head under pressure and easily translate complex technical issues into plain English for a busy restaurant operator
• A foundational background in engineering (Mechanical, Electrical, Computer Science, Systems, or a related discipline/experience) with a knack for logical deduction and a love for digging into a problem, even if you've never seen it before
• A strong desire to learn…