Hayden AI

Systems Engineer, Field Services

Pennsylvania - Work From Home

Sponsorship not specifiedDetected 33 days ago

LinuxData AnalysisComputer VisionJiraExcelCustomer SupportSystems EngineeringCommunicationCollaborationProblem Solving

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.
Bachelor's degree in Engineering, Computer Science, or a related field, with 3+ years of experience in a systems engineering or technical support role.
Advanced experience troubleshooting and configuring Windows and Linux-based endpoint devices and networked systems.
Exceptional analytical and problem-solving skills, with a proven ability to translate complex data into technical solutions.
Strong ability to take complete ownership of issues, operating effectively under tight deadlines while maintaining high engineering standards.

Nice to have

Experience in the Photo Enforcement industry is highly preferred.
Industry Expertise: Experience in the Photo Enforcement industry is highly preferred.

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.