About the Role
As a Hardware Test & Support Engineer at AIO, you will own a dual role on our Hardware Team: validating the reliability and quality of our AI-powered embedded devices and serving as the primary technical point of contact for our non-technical operations and care teams supporting live restaurant deployments. In this hands-on role, you will work with hardware prototypes, diagnose PCB-level issues, resolve field-raised hardware tickets, and help non-technical staff resolve issues quickly and confidently.
You will report to the Senior Hardware Test Engineer and collaborate closely with hardware, firmware, and operations teams.
What Will Be Your Responsibilities?
Hardware Testing
- Perform functional, performance, and stress testing on hardware devices and PCB assemblies.
- Diagnose and debug PCB-level faults using test equipment (oscilloscopes, multimeters, logic analyzers, etc.).
- Build and maintain data pipelines to collect, process, and visualize test results and production quality metrics.
- Identify trends in test data to surface quality issues early and drive root cause analysis.
- Create and update test plans and procedures for validating hardware prototypes.
- Document test results, log defects, and collaborate with the team on resolutions.
- Support quality control processes during production runs and participate in audits and inspections.
- Work alongside hardware and firmware engineers to troubleshoot design and performance issues.
Field Support
- Monitor the internal hardware support portal and respond promptly to issues raised by the non-technical operations and care teams connected with restaurant deployments.
- Triage incoming tickets — classify by device, symptom, and severity — and resolve or escalate accordingly.
- Guide non-technical support staff through on-site troubleshooting steps with clear, plain-language instructions.
- Act as the bridge between field-facing teams and hardware engineering, translating technical findings into actionable guidance.
- Identify recurring field issues and surface them to the hardware team as signals for validation coverage or firmware investigation.
- Own and maintain a knowledge base of known issues, workarounds, and resolutions to help support staff self-serve on common problems.
- Participate in post-incident reviews to document root cause and prevent repeat escalations.
What Are We Looking For?
- Bachelor's degree in electrical engineering or electronics engineering is required.
- 0–2 years of experience in hardware testing, validation, technical support, or a related role. Strong internship or final-year project experience will be considered.
- Solid foundation in electronics — understanding of circuits, PCB design concepts, and embedded systems.
- Hands-on experience with PCB debugging and fault diagnosis using standard lab test equipment.
- Familiarity with data analytics concepts — parsing logs, plotting trends, identifying anomalies.
- Comfortable using a ticketing or issue-tracking system (e.g. Jira Service Management or equivalent).
- Ability to write clear, plain-language summaries and support communications for a non-technical audience.
- Understanding of hardware validation and testing processes is a plus.
- Curious and detail-oriented — you enjoy getting to the root of a problem.
- Strong communication skills — able to explain a hardware fault to an engineer and to a restaurant operations manager using different language for each.
- Calm under pressure — field issues at live restaurant deployments are time-sensitive; you stay focused and composed.
- Collaborative mindset — you work well across hardware, firmware, and non-technical operations teams.
- Self-motivated and eager to learn new tools and technologies.
Why Join AIO?
Our mission is to revolutionize the US restaurant industry by providing a comprehensive and fully integrated solution that empowers restaurant owners to efficiently manage all aspects of their businesses. Our platform, designed to meet the unique challenges (post COVID-19) faced by restaurants, combines our patented AI technology with unparalleled customer support to help owners increase revenue, reduce costs, and improve their overall profit margins.
We believe that restaurants should be able to focus on delivering exceptional dining experiences to their customers, without the added stress of managing complex and disparate systems. That's why we offer an All-In-One super app platform for all of their needs, from front-of-the-house operations like ordering, payment, marketing and rewards, to back-of-the-house management like inventory, staff, and financials.