Hayden AI
Systems Engineer, Field Services
Pennsylvania - Work From Home · Mid
Sponsorship not specifiedDetected 125 days ago
LinuxData AnalysisComputer VisionJiraExcelCustomer SupportSystems EngineeringCommunicationCollaborationProblem Solving
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odds of building a lasting career here
37Risky
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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Files H-1B transfers
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About the role
- What the job involves As a Systems Engineer on our Field Services team, you serve as a critical engineering authority for production-deployed systems.
- This role is essential for ensuring the seamless operation of endpoint devices in the Hayden AI production environments.
- Travel may include travel to customer sites.
Responsibilities
- Tier 3 Escalation: Serve as the primary escalation point for complex, high-impact incidents that exceed standard field support scope.
- Root Cause Analysis: Perform deep-dive investigations into hardware, software, firmware, and network failures, delivering structured post-mortems with corrective action plans that drive permanent resolution.
- Operational Engineering: Partner with Product and Engineering teams to design and implement targeted enhancements that address recurring field issues at scale.
- Technical Documentation: Author runbooks, decision trees, and diagnostic workflows that empower Tier 1 and Tier 2 teams, and maintain a living knowledge base that evolves with the product.
- Production Activation: Oversee the end-to-end transition of newly installed units into active production, validate production readiness and coordinate activation before units go live on customer fleets.
- Strategic Rollouts: Support and execute the staged software and firmware updates across production and pilot fleets, monitoring post-deployment behavior and leading rapid response if regressions are detected.
- Team Enablement: Deliver training sessions and technical briefings to field technicians and support staff to continuously raise the technical baseline across the organization.
- Serve as the primary escalation point for complex, high-impact incidents that exceed standard field support scope.
- Perform deep-dive investigations into hardware, software, firmware, and network failures, delivering structured post-mortems with corrective action plans that drive permanent resolution.
- Partner with Product and Engineering teams to design and implement targeted enhancements that address recurring field issues at scale.
Requirements
- Technical Proficiency: Advanced experience troubleshooting and configuring Windows and Linux-based endpoint devices and networked systems.
- Analytical Mindset: Exceptional analytical and problem-solving skills, with a proven ability to translate complex data into technical solutions.
- Project Execution: Strong ability to take complete ownership of issues, operating effectively under tight deadlines while maintaining high engineering standards.
Nice to have
- Bachelor's degree in Engineering, Computer Science, or a related field, with 3+ years of experience in a systems engineering or technical support role.
- Industry Expertise:
- Experience in the Photo Enforcement industry is highly preferred.
- Technical Proficiency:
- Advanced experience troubleshooting and configuring Windows and Linux-based endpoint devices and networked systems.
- Software Tooling:
- Expert-level comfort with JIRA, Smartsheet, Excel, and Google Sheets for data analysis and project tracking.
- Analytical Mindset:
Company info
- At Hayden AI, we are on a mission to harness the power of computer vision to transform the way transit systems and other government agencies address real-world challenges.
- From bus lane and bus stop enforcement to transportation optimization technologies and beyond, our innovative mobile perception system empowers our clients to accelerate transit, enhance street safety, and drive toward a sustainable future.
- What the job involves
- As a Systems Engineer on our Field Services team, you serve as a critical engineering authority for production-deployed systems. You act as the bridge between Engineering and Field Operations, moving beyond tactical troubleshooting to lead root cause investigations and design long-term improvements for equipment uptime. This role is essential for ensuring the seamless operation of endpoint devices in the Hayden AI production environments.
- As a Systems Engineer on our Field Services team, you serve as a critical engineering authority for production-deployed systems.
- You act as the bridge between Engineering and Field Operations, moving beyond tactical troubleshooting to lead root cause investigations and design long-term improvements for equipment uptime.
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This listing is sourced directly from Hayden AI's careers page and normalized into a canonical job model.