Hybrid Systems Engineer, Field Services

at Hayden AI

• Job title: Systems Engineer, Field Services
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $140,540 - $182,701 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Linux
• Location requirements: Hybrid, United States

About the role

• Systems Engineer providing engineering support and technical resolutions for field services at Hayden AI. Leading investigations and collaboration with product teams for system improvements.

Responsibilities

• Serve as the primary escalation point for complex, high-impact incidents that exceed standard field support scope.
• Perform deep-dive investigations into hardware, software, firmware, and network failures, delivering structured post-mortems with corrective action plans that drive permanent resolution.
• Partner with Product and Engineering teams to design and implement targeted enhancements that address recurring field issues at scale.
• 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.
• 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.
• 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.
• Act as the engineering bridge between Field Operations, Product, and Engineering — translating field feedback and failure patterns into hardware/software improvements.
• 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,
• 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.

Benefits

• 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