Field Service Engineer

Responsibilities

• Monitor customer system performance and proactively identify issues across hardware and software components.
• Provide on-site and remote support to diagnose and resolve complex system issues, minimizing downtime.
• Serve as primary technical escalation point for customers, particularly for software and networking-related issues.
• Diagnose and resolve issues across systems, networking infrastructure, and software.
• Perform log analysis, system health checks, and root cause investigations for recurring or critical failures.
• Support system installations, upgrades, patches, and configuration changes in field environments.
• Troubleshoot connectivity issues (e.g., IP networking, routing, firewalls, VPNs) and system integrations.
• Work with engineering teams to debug and resolve software defects encountered in the field.
• Assist in deploying and validating software updates, ensuring system stability post-deployment.
• Support command-line operations, scripting, and system configuration within Linux environments.
• Maintain detailed records of service activities, including issue diagnostics, resolution processes, asset usage, and customer interactions.
• Generate comprehensive Field Reports and Work Orders to provide actionable feedback to quality and engineering teams.
• Communicate service bulletins, informational notices, and product updates effectively to internal and external stakeholders.
• Build strong customer relationships by acting as a trusted technical advisor.
• Provide guidance on best practices for system operation, maintenance, and performance optimization.
• Regularly travel to various customer sites (up to 75%, including internationally) for on-site support and extended deployments in operational field environments.

Qualifications

• 5 or more years of relevant experience
• B.S. in computer science, engineering, robotics, or related field
• Proficiency in Linux systems (command line, system logs, basic administration)
• Solid understanding of networking fundamentals (TCP/IP, DNS, routing, firewalls, VPNs)
• Strong software troubleshooting skills, including log analysis and debugging
• Experience diagnosing complex systems involving both hardware and software components
• Ability to communicate technical concepts clearly to diverse audiences
• Strong documentation and organizational skills
• Ability to work independently in dynamic, customer-facing environments
• Experience in integrating software on hardware products
• Strong programming skills in C++ or Python
• Solid core software engineering skills: software design, unit testing, debugging
• Strong understanding of algorithms, data structures, and software design principles
• Experience working in teams and willingness to proactively solve problems

Preferred Qualifications

• Familiarity with autonomous systems, robotics, or distributed systems
• Experience working closely with engineering teams to resolve field issues
• Experience in software development for robotics and autonomous systems
• Experience with state machines, motion, path planning, and/or perception pipelines
• Knowledge of navigation, localization, and/or mapping algorithms
• Familiarity with real-time operating systems and embedded programming

Compensation

US Salary Range: $120,000—$150,000 (base salary, plus equity and competitive benefits)