Field Services Engineer

You will lead our client's forward-deployed reliability function—assisting 24/7 customer support, hands-on hotfixes, and onsite remediation. You'll dive into code when needed, ship patches safely, build customer-facing tools and internal utilities, and assist in a small triage pod. You're equal parts incident commander, field engineer, and player-coach who turns real-world issues into stable, scalable solutions.What You'll DoAssist 24/7 Reliability: Participate in an on-call rotation covering critical incidents across software, firmware, networking/LTE, and on-site hardware setups (docks, sensors, EXT/compute, cabling).Hands-on Engineering: Triage issues, reproduce defects, write/merge hotfixes, and upstream fixes to core services with tests, feature flags, and safe deploys.Onsite Remediation: Travel to customer sites for high-severity issues, new site stabilizations, and complex integrations; coordinate with local stakeholders and vendors to facilitate customer needs.Build Tools & Products: Create small services, scripts, and dashboards that solve recurring customer pain (telemetry, log scrapers, health checks, alerting, one-click diagnostics).Run Incident Management: Establish SEV levels, lead bridges, drive comms (internal/external), deliver RCAs within SLA, and track corrective actions to closure.Operational Excellence: Maintain runbooks, golden signals/SLOs, playbooks, and site commissioning checklists; push automation to eliminate manual toil.Partner Cross-Functionally: Work tightly with Customer Success, Product, and Core Eng to prioritize fixes, capture field insights, and harden releases before wide rollouts.Security & Compliance: Handle sensitive data responsibly, follow access controls, and ensure logs/RCAs meet public-safety expectations.Readiness & Training: Level up CS and field partners with training, shadowing, and cert programs; ensure every site has a clear "break-glass" plan.QualificationsBachelor's degree in Engineering, Electrical/Mechanical/Systems Engineering, or related technical field (or equivalent experience)2–4+ years in Technical Support/Platform/Firmware roles with direct on-call ownership; 1–2+ years leading small teams or rotations.Strong debugging across hardware and software: backend services (Python/Go/Node), web clients, Linux, networking (LTE/VPN/DNS), edge devices, or embedded/Linux SBCs (e.g., Jetson), with basic hardware troubleshooting knowledgeProven incident management in production environments; disciplined use of logs, metrics, traces, and safe rollout patterns (canary, feature flags, rollback).Comfortable reading and modifying code(C++ /Shell / Python), writing tests, and merging hotfixes to production under pressure.Excellent internal and external customer communication—clear, calm, and accountability-first.Ability to travel on short notice; valid driver's license; comfortable around rooftops/docks and light hands-on hardware work.Able to lift 50lbs for short durations.Current part 107 commercial drone pilots' licenses or the ability to obtain them.Nice to HavePublic safety, robotics, autonomy, or telecom experience.Cloud ops (GCP/AWS), Terraform, container orchestration, CI/CD.C++, Python, React/TypeScript familiarityFAA/DFR familiarity; RF/interference troubleshooting; ADS-B/UTM exposure.Background working with secure environments and audit-ready processes.Prior experience with DJI systemsOn-Call & Travel ExpectationsOn-call: Participates in and manages a 24/7 rotation; off-hours and weekends as needed.Travel: ~30–60% variable; spikes for critical incidents, new city launches, and complex integrations.