Hardware Operations Engineer

Location: Chicago, United States; on-site restaurant visits, office and warehouse testing required. Based in Chicago or willing to relocate; a valid driver's license is required for site visits.

Base salary: $70,000–$100,000 per year, based on experience and skills.

Company

hirify.global is an Asian restaurant technology SaaS platform serving more than 10,000 restaurants across over 30 US states and 100 key cities.

What you will do

• Own escalated hardware cases from restaurants, investigate abnormal device behavior, diagnose issues, and communicate findings to engineering teams in China.
• Visit customer sites when issues cannot be reproduced remotely, capturing logs and network packets and debugging problems in real restaurant environments.
• Build and maintain test environments in the Chicago office and warehouse and run joint debugging sessions with engineers in China.
• Test returned devices, perform stability and stress testing, identify failure patterns, and drive product improvements.
• Manage RMA repair processes, including software and hardware diagnosis and repair or replacement decisions.
• Work with support and technical teams to document front-of-house hardware knowledge and resolve customer problems at the root.

Requirements

• 5+ years of technical support experience in the hardware or electronics industry.
• Fluent Mandarin Chinese and English, with the ability to conduct technical discussions with engineers in China.
• Strong software and hardware diagnostic skills, including isolating device, network, and software-related problems.
• Hands-on RMA and repair experience.
• Network troubleshooting skills, including log analysis and packet capture with tools such as Wireshark.
• Based in Chicago or willing to relocate, with a valid driver's license for site visits.

Nice to have

• Restaurant or retail POS hardware experience.
• Experience building test environments or running stability and reliability tests.
• Basic electronics diagnosis using a multimeter and schematics.
• Experience working with hardware suppliers or manufacturers in China.

Culture & Benefits

• Medical, dental, and vision insurance.
• 401(k), employer-paid short-term disability, life insurance, and accidental death and dismemberment insurance.
• Company holidays, birthday off, paid parental leave, and flexible paid time off.
• Employee Assistance Program.