Systems Engineer, Field Services

Hayden AI

Systems Engineer managing production-deployed systems for Hayden AI. Collaborating with engineering and field operations to ensure optimal equipment uptime.

Posted 6/19/2026full-timeRemote • Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $140,540 - $182,701 per yearWebsite

Tech Stack

Tools & technologies

Linux

About the role

Key responsibilities & impact

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

What you’ll need

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.

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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Applicant Tracking System Keywords

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Hard Skills & Tools

root cause analysisoperational engineeringtechnical documentationproduction activationsoftware updatestroubleshootingconfiguringdata analysisproject trackingsystems engineering

Soft Skills

analytical mindsetproblem-solvingbusiness acumenproject executioncommunicationcross-functional collaborationteam enablement