The Field Service Engineer at DoorDash Labs will focus on enhancing the performance and reliability of robotic systems in live deployment environments. This role acts as a vital link between field operations and engineering teams, addressing issues that affect robot performance. The ideal candidate will possess strong troubleshooting skills and the ability to lead operational improvements. This position is crucial for driving insights from the field to inform product enhancements and operational efficiency.

• Bachelor's degree in Engineering, Robotics, Mechanical Engineering, Electrical Engineering, or a related field.
• 3–5 years of experience supporting hardware systems, robotics, autonomous systems, or electromechanical equipment in operational environments, or 1-2 years of experience with an MS degree.
• Demonstrated ability to independently troubleshoot and resolve complex technical issues across hardware, software, and operational workflows.
• Strong analytical and problem-solving skills with the ability to evaluate data, identify root causes, and drive corrective actions.
• Excellent written and verbal communication skills, with the ability to translate technical findings into actionable recommendations.
• Ability to manage multiple priorities and execute with minimal supervision in dynamic field environments.
• Willingness to travel and support deployed robotic operations as needed.

• Serve as the primary technical support owner for deployed robotic systems within assigned operational regions or programs.
• Monitor and analyze robot performance in real-world environments, proactively identifying trends, recurring failure modes, and opportunities to improve system reliability and operational efficiency.
• Independently diagnose and resolve hardware, software, and system-level issues, performing advanced troubleshooting and coordinating resolution efforts across Engineering, Product, and Operations teams.
• Own field-driven reliability initiatives from identification through implementation, ensuring measurable improvements in robot uptime, serviceability, and operational performance.
• Collect, synthesize, and communicate actionable field insights to Hardware, Software, and Systems Engineering teams, influencing product improvements and roadmap prioritization.
• Lead validation and deployment support for new hardware, firmware, and system releases in live operating environments, ensuring successful implementation and feedback collection.
• Develop and continuously improve troubleshooting methodologies, service procedures, and operational best practices to enable scalable field operations.
• Create and maintain documentation, incident analyses, failure investigations, and technical reports to support organizational learning and issue prevention.
• Partner with Engineering Operations to develop and deliver technical training, maintenance procedures, and knowledge-sharing programs for field and service teams.
• Review service technician feedback, identify systemic process or product gaps, and drive corrective actions with appropriate stakeholders.
• Lead periodic reviews of failure mode management playbooks, recommending updates based on operational data and field learnings.
• Mentor and provide technical guidance to junior field personnel and service technicians, promoting consistent execution and problem-solving practices.