Systems Engineer, Field Services

Location

Pennsylvania - Work From Home

Employment Type

Full time

Location Type

Remote

Department

OperationsField Services

Compensation

• $140,540 – $182,701
• Offers Equity
• Offers Bonus
  
  

We determine fair compensation for each position by considering market rates, qualifications, experience, and location.

This job posting reflects a salary range based on different levels within the position, which are primarily determined by location. Your interview performance will help us determine your base salary offer within this range.

Keep in mind that salary is just one piece of Hayden's total compensation package. We also offer equity and a company-wide bonus plan. Additional benefits are shared as part of this job posting.

Benefits And Perks

There are endless learning and development opportunities from a highly diverse and talented peer group, including experts in a wide range of fields (AI, Computer Vision, Government Contracting, Systems & Device Engineering, Operations, Communications, and more!)

• 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
  
  

At Hayden AI, we are committed to creating an inclusive and diverse workplace where everyone is treated with respect and dignity. We believe that our differences make us stronger and drive innovation. As an equal opportunity employer, we do not discriminate against any employee or applicant based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status. We are dedicated to fostering a work environment that celebrates diversity and ensures that every individual has the opportunity to contribute to our mission and achieve their full potential.

Please do not forward resumes to our jobs alias, Hayden AI employees or any other company location. Hayden AI is not responsible for any fees related to unsolicited resumes.

OverviewApplication

About Us

At Hayden AI, we are on a mission to harness the power of computer vision to transform the way transit systems and other government agencies address real-world challenges.

From bus lane and bus stop enforcement to transportation optimization technologies and beyond, our innovative mobile perception system empowers our clients to accelerate transit, enhance street safety, and drive toward a sustainable future.

What The Job Involves

As a Systems Engineer on our Field Services team, you serve as a critical engineering authority for production-deployed systems. You act as the bridge between Engineering and Field Operations, moving beyond tactical troubleshooting to lead root cause investigations and design long-term improvements for equipment uptime. This role is essential for ensuring the seamless operation of endpoint devices in the Hayden AI production environments.

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.
  
  

Travel Requirements

• Position requires occasional travel, approximately once per quarter. Travel may include travel to customer sites.
  
  

Required Qualifications

• 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.
  
  

Compensation Range: $140,540 - $182,701

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