Hayden AI is dedicated to transforming transit systems through innovative computer vision solutions. The Systems Engineer for Field Services will act as a key engineering authority, bridging the gap between engineering and field operations to ensure the seamless operation of deployed systems and improve equipment uptime.
Responsibilities:
- 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:
- Bachelor's degree in Engineering, Computer Science, or a related field, with 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