Haydenai
Systems Engineer, Field Services
3w ago
140540 –182701 USD / yearUSASeniorRemotetechnical documentationroot cause analysishardware troubleshootingfirmwarenetwork failuresoperational engineering
Critical engineering role bridging Engineering and Field Operations to ensure seamless operation and improve uptime of production-deployed systems in transit and government technology.
About the company
- 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.
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.
- Cross-Functional Collaboration: Act as the engineering bridge between Field Operations, Product, and Engineering — translating field feedback and failure patterns into hardware/software improvements.
- Team Enablement: Deliver training sessions and technical briefings to field technicians and support staff to continuously raise the technical baseline across the organization.
Requirements
- Position requires occasional travel, approximately once per quarter. Travel may include travel to customer sites.
- Education & Experience: 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: Exceptional analytical and problem-solving skills, with a proven ability to translate complex data into technical solutions.
- Business Acumen: Fluent in business process analysis with a focus on continuous improvement and operational efficiency.
- Project Execution: Strong ability to take complete ownership of issues, operating effectively under tight deadlines while maintaining high engineering standards.
- Communication: Excellent verbal and written communication skills, capable of explaining complex technical concepts to both engineering teams and field staff.