Field Service Engineer – Customer & Technical Liaison

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

📋 Description

• Serve as a technical intermediary between Terradepth and its clients

• Engage in sales and customer discussions to offer technical insights and gather client requirements

• Convert client feedback into precise and actionable internal specifications

• Foster and maintain customer relationships throughout the sales process, implementation, and ongoing support phases

• Assist in field deployments, demonstrations, testing, and troubleshooting of both hardware and software

• Relay product issues, feature requests, and technical requirements to the Engineering and Product teams

• Monitor customer commitments, issues, and deliverables in collaboration with Project Management

• Align customer expectations with technical capabilities alongside the Sales team

• Identify recurring customer challenges and potential areas for product or process enhancements

• Provide insights on product usability, reliability, documentation, training, and operational workflows

• Manage customer service records, onsite reports, runbook and triage playbook updates, and customer training

• Develop repeatable processes for capturing, prioritizing, and conveying customer feedback

• Engage hands-on with hardware, software, vehicles, sensors, and field equipment, including Linux/Proxmox hosts, Windows Server guests, BMC/IPMI, and network configuration on air-gapped customer sites

⛳️ Requirements

• 5–10 years of experience in field engineering, systems engineering, technical support, solutions engineering, or a comparable role

• Experience with government/DoD or federal contracting, including active clearance (TS-SCI preferred)

• Background in an early-stage, fast-paced company where cross-functional collaboration and problem-solving were essential

• Strong technical comprehension of both hardware and software systems

• Exceptional customer-facing and communication abilities

• Proficient technical communication skills, capable of explaining intricate systems to engineers, operators, executives, and customers

• Comfortable with hands-on technology engagement rather than solely delivering presentations

• Skilled at understanding customer issues and effectively communicating underlying concerns to engineers and internal teams

• At ease participating in sales discussions without adopting a conventional sales persona

• Proficient in troubleshooting technical challenges in the field

• Ability to manage competing customer priorities and clearly communicate commitments and timelines

• Willingness to travel frequently for customer meetings, demonstrations, deployments, and field operations

• Technical degree in engineering, computer science, robotics, oceanography, or a related discipline

• Experience in Linux systems administration, including hypervisors, networking, and remote management

• Background in Windows Server environments

• Familiarity with hydrographic survey tools such as SonarWiz, Qimera, or CARIS

• Experience with UUVs/AUVs, maritime systems, robotics, autonomy, sensors, sonar, or oceanographic technology

• Experience supporting government, defense, or commercial maritime clients

• Experience collaborating directly with engineers to define integrations and new capabilities

• Experience maintaining a deployed software platform through upgrades, offline/air-gapped operations, and customer data management

• Experience managing complex hardware/software integrations

• Background in military, maritime, engineering, or technical field operations

🏝️ Benefits

• Comprehensive health, dental, and vision insurance

• 401(k) retirement plan