• Remote Monitoring and Diagnostics: Monitor Tally robot performance dashboards, telemetry data, and service health indicators across the fleet. Proactively identify anomalies, degraded performance, and failure patterns. Triage and diagnose issues using system logs, command-line diagnostic tools, and remote utilities. • Corrective and Preventative Maintenance: Respond to reported issues and drive remote resolution across hardware, software, and network-related problems. Execute scheduled maintenance protocols, software updates, and health checks to sustain fleet uptime. Escalate unresolved issues to Engineering with thorough documentation of findings and steps taken. • Automated Detection and Remediation Tooling: Build and maintain scripts, monitoring workflows, and lightweight internal tools to automate issue detection, fleet health checks, and recurring investigation tasks. Use AI-assisted development to accelerate tooling where applicable. The expectation is to continuously reduce reliance on manual monitoring through automation. • Telemetry Analysis and Systemic Issue Identification: Analyze telemetry datasets, operational metrics, and error logs to identify root causes and recurring patterns across the fleet. Surface systemic issues to Engineering and Product with clear data and context. Contribute to automated detection workflows for known failure modes. • Service Quality Reporting: Track and report on key service delivery metrics — scan completion rates, uptime, and SLA adherence. Identify trends that could impact the customer experience before they escalate. • Incident Documentation and Knowledge Development: Log all incidents, resolutions, and recurring patterns in internal ticketing and tracking systems. Develop and refine operational playbooks, troubleshooting guides, and escalation procedures. Contribute to a knowledge base that supports continuous improvement across the operations team. • Customer and Site Coordination: Partner with Client Success and on-site retail staff to communicate robot and service status, schedule maintenance windows, and ensure minimal disruption to store operations. • Cross-Functional Collaboration: Work closely with Engineering, Product, and Deployment teams to relay field observations, surface systemic issues, and contribute to reliability roadmaps based on operational data. • Operational Coverage: Participate in a rotating weekend and extended-hours schedule to ensure consistent monitoring and support of the global fleet.