Systems Engineer, Field Services

🔥 5 minutes ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $140.5k - $182.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Systems Engineer

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Hayden AI

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🚗 Transport

🔐 Security

Artificial Intelligence • Transport • Security

Hayden AI is a company that specializes in revolutionizing problem-solving through its AI-powered mobile perception platform. The company goes beyond automated traffic enforcement, offering solutions that enhance the safety and performance of transit buses by enforcing bus lanes and bus stops automatically. Hayden AI is recognized as the largest provider of mobile automated bus lane and bus stop enforcement systems in the United States. Their technology is designed with a privacy-first approach, utilizing edge processing and encryption to protect data. The company leverages a rich collection of vision-based data combined with advanced machine learning to provide valuable insights for cities and businesses. Hayden AI has been acknowledged for its contribution to green technology and continues to innovate with disruptive, AI-based solutions.

📋 Description

• 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

• 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

• 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