Remix Senior Technical Advisor

The Kraft Heinz Company
United States
Workplace: RemoteFull timeUSD 89,800 - 112,200 annuallyFunction: Customer Support (Service Desk)Skills: ["Diagnostic troubleshooting","Root cause analysis","Documentation discipline","Communication","Ownership"]

Provide advanced technical escalation support to help REMIX equipment operate reliably as it scales. Diagnose complex machine issues remotely, improve triage and increase remote resolution to reduce avoidable downtime, and gate non-urgent onsite service visits. Build troubleshooting scripts, intake flows, and support documentation, support training for operators and service partners, and use dashboards/logs to diagnose and prevent recurring failures across the fleet.

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The Kraft Heinz Company
The Kraft Heinz Company
4 days ago

Remix Senior Technical Advisor

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Provide advanced technical escalation support to help REMIX equipment operate reliably as it scales. Diagnose complex machine issues remotely, improve triage and increase remote resolution to reduce avoidable downtime, and gate non-urgent onsite service visits. Build troubleshooting scripts, intake flows, and support documentation, support training for operators and service partners, and use dashboards/logs to diagnose and prevent recurring failures across the fleet.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as the advanced support resource for REMIX machine issues that cannot be resolved via standard scripts, self-service materials, or Level 1 troubleshooting.
  • •Diagnose issues across machine operation, consumables, cleaning, calibration, bag changes, tube/clamp performance, boot positioning, dispense quality, sensor behavior, and operator workflow.
  • •Collaborate with contact center teams, KBI, Sanmina, engineering partners, customer teams, and internal stakeholders to determine root cause, define next steps, and route to the correct resolution path.
  • •Improve remote resolution by strengthening diagnostic processes before field visits are authorized, including building troubleshooting scripts, intake questions, decision trees, and escalation criteria.
  • •Review escalated cases and gate non-urgent onsite service visits; reserve truck rolls for confirmed physical issues and support training and documentation to prevent recurrence.

Pay and Benefits

Salary: USD 89,800 - 112,200 annually
Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

  • •Experience supporting field-deployed equipment, foodservice/beverage dispensing systems, connected hardware, kiosks, appliances, or similar technical platforms.
  • •Strong diagnostic and troubleshooting skills across mechanical, electrical, software, consumables, and user-process issues.
  • •Experience providing Level 2/Level 3, field service support, technical support, or service operations.
  • •Ability to determine whether issues can be resolved remotely or truly require onsite service.
  • •Ability to create clear documentation, troubleshooting guides, SOPs, job aids, and training materials.
Experience:Field serviceConnected hardwareFoodservice equipmentBeverage dispensingTechnical supportService operations
Skills:Diagnostic troubleshootingRoot cause analysisDocumentation disciplineCommunicationOwnership
Tech Stack:DashboardData logs

Company Brief

The Kraft Heinz Company
The Kraft Heinz Company is a global food and beverage company producing iconic packaged foods and condiments across categories like cheese, meals, condiments, and beverages, serving retail, foodservice, and consumer markets worldwide.
Industry: Food & Beverage
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Chicago, United States
Founded: 2015
WebsiteLinkedIn