Remix Senior Technical Advisor

Job Description The Senior Technical Advisor, REMIX Equipment Support is responsible for helping REMIX operate reliably in the field as the platform scales. This role sits between the contact center, field service partners, equipment manufacturers, and engineering teams, providing hands-on diagnostic support for issues that cannot be resolved through standard operator guidance or Level 1 support. The primary objective of this role is to reduce avoidable downtime. The Senior Technical Advisor will improve remote resolution, prevent unnecessary onsite service visits, strengthen service partner compliance, support operator and technician training, and create the practical reference materials needed to help customers and support teams resolve common issues quickly and consistently. REMIX is moving from startup-stage support toward a scalable operating model. Early field learnings show that many service issues are addressable through better triage, clearer support paths, stronger training, and improved documentation rather than immediate technician dispatch. This role is a critical investment in that transition. Key responsibilities Provide advanced technical escalation support - Serve as the advanced support resource for REMIX machine issues that cannot be resolved through standard contact center scripts, operator self-service materials, or basic troubleshooting. - Diagnose issues across machine operation, consumables, cleaning, calibration, bag changes, tube and clamp performance, boot positioning, dispense quality, sensor behavior, and operator workflow. - Work directly with the contact center, KBI, Sanmina, engineering partners, customer teams, and internal REMIX stakeholders to determine root cause, define next steps, and route issues to the correct resolution path. - Be on call for tech guidance to the KBI techs onsite Improve remote resolution and phone fix - Increase the percentage of issues resolved remotely by strengthening the diagnostic process used before a field visit is authorized. - Build and refine troubleshooting scripts, intake questions, decision trees, and escalation criteria that help the contact center determine whether an issue can be resolved by the operator, requires advanced support, requires KBI dispatch, or should be routed to Sanmina or engineering. - Push knowledge upstream by converting recurring issues into contact-center-ready guidance so fewer issues require advanced escalation over time. - Use Dashboard and Data logs to diagnose issues remotely. We need to get information from operator (call-log) as well as pull data straight from the machine (Dashboard & dispense/log data) Gate onsite service visits - Review escalated issues before approving non-urgent onsite service visits. Confirm that required troubleshooting steps have been completed, validate whether the issue can be resolved remotely, and reserve truck rolls for issues that require physical intervention. - Onsite service should generally be reserved for confirmed physical issues such as tube or clamp replacement, boot reinstallation, calibration requiring onsite measurement, hardware failure, scheduled maintenance, urgent safety issues, loss of function, or active product contamination. - Non-urgent truck rolls should be approved only after structured triage has been completed. Maintain and update REMIX support documentation Create and maintain practical materials for operators, contact center agents, service partners, and internal teams. Materials should be simple, visual where possible, and written for the people actually interacting with the machine during live operations. Improve operator, contact center, and technician training - Support the development and delivery of training for operators, contact center agents, KBI technicians, and other service partners. - Training should focus on known failure modes, escalation boundaries, proper terminology, diagnostic discipline, and tasks that can safel