Field Services Engineer

You will lead our client's forward-deployed reliability function—assisting 24 / 7 customer support, hands-on hotfixes, and onsite remediation. You’ll dive into code when needed, ship patches safely, build customer-facing tools and internal utilities, and assist in a small triage pod. You’re equal parts incident commander, field engineer, and player-coach who turns real-world issues into stable, scalable solutions.

What You’ll Do

• Assist 24 / 7 Reliability : Participate in an on-call rotation covering critical incidents across software, firmware, networking / LTE, and on-site hardware setups (docks, sensors, EXT / compute, cabling).
• Hands-on Engineering : Triage issues, reproduce defects, write / merge hotfixes, and upstream fixes to core services with tests, feature flags, and safe deploys.
• Onsite Remediation : Travel to customer sites for high-severity issues, new site stabilizations, and complex integrations; coordinate with local stakeholders and vendors to facilitate customer needs.
• Build Tools & Products : Create small services, scripts, and dashboards that solve recurring customer pain (telemetry, log scrapers, health checks, alerting, one-click diagnostics).
• Run Incident Management : Establish SEV levels, lead bridges, drive comms (internal / external), deliver RCAs within SLA, and track corrective actions to closure.
• Operational Excellence : Maintain runbooks, golden signals / SLOs, playbooks, and site commissioning checklists; push automation to eliminate manual toil.
• Partner Cross-Functionally : Work tightly with Customer Success, Product, and Core Eng to prioritize fixes, capture field insights, and harden releases before wide rollouts.
• Security & Compliance : Handle sensitive data responsibly, follow access controls, and ensure logs / RCAs meet public-safety expectations.
• Readiness & Training : Level up CS and field partners with training, shadowing, and cert programs; ensure every site has a clear “break-glass” plan.

Qualifications

Nice to Have

On-Call & Travel Expectations