Field Service Engineer

This is a fully remote position, open to applicants in New Jersey, +2 more states.

📋 Description

• Oversee the comprehensive installation, configuration, and initial precision calibration of weapons detection systems and related infrastructure to achieve rigorous security and alert rate targets.

• Design and document the most effective deployment solution tailored for each client, ensuring smooth integration of the networked weapons system with the client's existing infrastructure, including specific setups for networking, power, and environmental controls.

• Execute and configure all network services, such as DNS resolution, TCP/IP, secure routing, and VPN/tunneling, to guarantee resilient and dependable data transmission to the Xtract Cloud Platform.

• Offer expert on-site and remote technical support, swiftly diagnosing and addressing complex issues across all layers: hardware, Linux-based embedded OS, networking, and cloud services.

• Convert intricate customer-reported issues (e.g., operational symptoms) into clear, structured, and analytically detailed technical reports for the internal Engineering and Development teams, outlining root causes and observed data.

• Conduct scheduled Preventative Maintenance (PM) visits and performance optimization, including managing component replacements, software/firmware updates, and applying patches to embedded systems.

• Provide highly professional technical explanations and status updates to customers (both technical and non-technical staff), ensuring effective communication of issues, solutions, timelines, and future preventative measures.

• Fulfill all necessary administrative tasks, including comprehensive service reports, customer-facing root cause analysis (RCA) reports, as-built drawings, inventory/parts usage logs, and safety compliance documentation.

• Collaborate with the Sales team to conduct thorough pre-sales site surveys, needs assessments, and live product demonstrations.

• Actively participate in the scheduled service on-call (after-hours standby and emergency response) rotation.

⛳️ Requirements

• Diploma/Certificate in Electrical Engineering, Computer Science, or a related technical discipline, or equivalent experience (3-5+ years) as a Field Service Engineer, Systems Integrator, or Sales Engineer in a complex networked technology environment.

• Deep Networking Proficiency (Non-Negotiable): Expert-level comprehension of core networking principles, including TCP/IP stack, DNS, DHCP, VLANs, and firewall configuration.

• Demonstrated ability to troubleshoot network-related issues spanning local infrastructure to cloud-based services.

• Operating System and Embedded Tech Expertise: Extensive hands-on experience with Linux command line, administration, and troubleshooting is required (not just an asset).

• Experience with embedded/IoT operating systems and cloud technologies (e.g., AWS, Azure) is essential.

• Customer Care: Outstanding customer service, professional demeanor, and capacity to handle stressful client situations.

• Proven ability to clearly communicate technical solutions and operational concepts to both executive and technical audiences.

• Technical Documentation Skills: Exceptional analytical thinking with a history of producing detailed, high-quality technical documentation (e.g., RCA reports, system architecture diagrams, and field guides).

• Travel: Willingness and ability to travel frequently (50% - 75%).

• Physical: Must be capable of safely lifting and carrying up to 50 lbs and working in various environmental conditions.

🏝️ Benefits

• PTO

• Benefits

• Sick Days

• Bonus

• Stock Options