Field Operations Engineer

This is a fully remote position, open to applicants in California.

📋 Description

• Take ownership of the installation, configuration, and activation of our on-premises equipment within customer facilities and environments.

• Demonstrate proficiency in the configuration and management of “out of band” access.

• Assist in troubleshooting issues related to the installation and performance of our sensors.

• Ensure all installations are thoroughly tested end-to-end and ready for production.

• Provide support to our Tier 1 support team, which includes a 3rd party offshore team.

• Participate in the on-call rotation for critical issues when Tier 1 is unable to restore essential services for our customers.

• Actively address customer issues, responding, troubleshooting, and providing resolutions for on-premise equipment while working remotely.

• Utilize our SLAs as benchmarks to enhance our support processes and response times.

• Collaborate with the team to strategize on process improvements and explore additional tools to reduce volume and expedite troubleshooting.

• Engage in the creation of SOPs, knowledge-base articles, and cross-training for other team members to enhance the overall service experience.

⛳️ Requirements

• A minimum of 4+ years of relevant work experience in deploying hardware within customer networks and managing remote deployments.

• At least 3+ years of applicable experience as a Linux System Administrator.

• A Bachelor's degree in a technical field such as Information Systems, Network Engineering, or equivalent experience.

• Advanced understanding of LAN and WLAN network architecture, including DHCP, VLAN, static routing, and IP addressing.

• Practical experience in troubleshooting WiFi performance for edge devices on customer networks.

• Hands-on experience in integrating with customer network security and compliance technologies across various platforms and vendors.

• Advanced skills in Linux System management, including NVIDIA GPU, network interface configuration, and troubleshooting.

• Familiarity with SSM, Docker, and Grafana, with the ability to assess a system’s health and diagnose issues using reporting tools and common CLI.

• Excellent customer communication and service skills, with the capacity to thrive in a fast-paced startup environment.

🏝️ Benefits

• Health insurance.

• Fully covered employee premiums for Medical, Dental, and Vision.

• 401k Program.

• Monthly stipends for Education, Well-being & WFH.

• Non-accrual PTO.

• Medical & Family/Parental Leave.

• Company Retreats.