Systems Engineer, Field Services

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 regres