Field Operations Engineer

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

📋 Description

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

• Set up and oversee out-of-band access.

• Diagnose and resolve installation and sensor performance issues.

• Conduct end-to-end testing of installations and prepare them for production readiness.

• Assist the Tier 1 offshore support team in responding to automated alerts regarding unstable on-premise equipment.

• Participate in the on-call rotation for urgent customer matters.

• Remotely address, troubleshoot, and resolve issues related to on-premise equipment.

• Utilize SLAs to enhance support processes and response times.

• Develop strategies for process improvements and tools aimed at reducing support volume and accelerating troubleshooting.

• Deliver a high-quality customer experience through effective written and verbal communication.

• Create Standard Operating Procedures (SOPs) and knowledge-base articles.

• Cross-train fellow team members.

• Maintain service uptime SLAs while collaborating with customers and vendors.

• Analyze metrics to enhance service quality and uphold SLAs.

• Support community onboarding and ongoing customer assistance.

⛳️ Requirements

• Applicants must be based in the United States.

• At least 4+ years of relevant experience in deploying hardware within a customer’s network and managing deployment remotely.

• A minimum of 3+ years of experience as a Linux System Administrator.

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

• Proficient in LAN and WLAN network architecture, with advanced knowledge of DHCP, VLAN, static routing, and IP addressing.

• Practical experience in troubleshooting WiFi performance for edge devices within a customer network.

• Hands-on experience 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 system health and diagnose issues using reporting and common CLI tools.

• Proficient in Linux commands and AWS SSM/SSH.

• Skilled in configuring servers, switches, camera devices, routers, VLANs, and NAT/PAT.

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

• Capable of communicating effectively with both technical and non-technical audiences.

• CCNP certification in good standing is a plus.

• Ability to automate and perform QA on workflows using Ansible/Python scripts is desirable.

• Previous experience in project management is a plus.

🏝️ Benefits

• A mission-driven company culture.

• Fully remote work environment.

• Competitive salary and benefits package, including fully paid employee premiums for Medical, Dental, and Vision coverage.

• 401k Program.

• Monthly stipends for Education, Well-being, and Work From Home expenses.

• Non-accrual Paid Time Off (PTO).

• Opportunities for growth.

• Company retreats.

• Medical and Family/Parental Leave.