Systems Engineer, Field Services

Hayden AI

Systems Engineer providing engineering support and technical resolutions for field services at Hayden AI. Leading investigations and collaboration with product teams for system improvements.

Posted 4/22/2026full-time🇺🇸 United StatesMid-LevelSenior💰 $140,540 - $182,701 per yearWebsite

Tech Stack

Tools & technologies

Linux

About the role

Key responsibilities & impact

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.
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.
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.
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.
Act as the engineering bridge between Field Operations, Product, and Engineering — translating field feedback and failure patterns into hardware/software improvements.
Deliver training sessions and technical briefings to field technicians and support staff to continuously raise the technical baseline across the organization.

Requirements

What you’ll need

Bachelor’s degree in Engineering, Computer Science, or a related field,
3+ years of experience in a systems engineering or technical support role.
Experience in the Photo Enforcement industry is highly preferred.
Advanced experience troubleshooting and configuring Windows and Linux-based endpoint devices and networked systems.
Expert-level comfort with JIRA, Smartsheet, Excel, and Google Sheets for data analysis and project tracking.
Exceptional analytical and problem-solving skills, with a proven ability to translate complex data into technical solutions.
Fluent in business process analysis with a focus on continuous improvement and operational efficiency.
Strong ability to take complete ownership of issues, operating effectively under tight deadlines while maintaining high engineering standards.
Excellent verbal and written communication skills, capable of explaining complex technical concepts to both engineering teams and field staff.

Benefits

Comp & perks

Options for medical, dental, and vision coverage for employees and dependents (for US employees)
Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA)
401(k) with 3% company matching
Unlimited PTO
Daily catered lunches in our San Francisco office

ATS Keywords

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Hard Skills & Tools

systems engineeringtechnical supporttroubleshootingconfiguringWindowsLinuxdata analysisproject trackingbusiness process analysisoperational efficiency

Soft Skills

analytical skillsproblem-solving skillsownershiptime managementcommunication skills

Certifications

Bachelor’s degree in EngineeringBachelor’s degree in Computer Science