Systems Engineer, Field Services

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