Field Service Engineer (USA)

About the role

The Field Service Engineer is responsible for the deployment, installation, and ongoing support of advanced technical systems in customer environments. This role partners cross-functionally with Sales, Product Development, and Operations to ensure successful system delivery, performance, and customer satisfaction from pre-sales through post-installation support.

Responsibilities, Duties and Expectations

• Customer Engagement & Support
• Serve as the primary technical point of contact throughout the customer lifecycle
• Support Sales with technical consultations, system design reviews, and proposal validation
• Deliver system demonstrations, evaluations, and end-user training
• Provide remote and on-site technical support and troubleshooting
• Build strong relationships with customers across varying technical backgrounds
• Capture and communicate customer feedback to internal stakeholders
• System Installation & Delivery
• Plan, coordinate, and execute installation of complex, multi-component systems
• Perform system configuration, commissioning, testing, and validation
• Support deployments, upgrades, and ongoing maintenance activities
• Ensure adherence to safety, compliance, and operational standards
• Technical Troubleshooting & Support
• Diagnose and resolve technical issues independently whenever possible
• Escalate complex issues with clear documentation and context
• Perform root-cause analysis and support long-term resolution efforts
• Contribute to system reliability and performance improvements
• Collaboration & Product Support
• Act as the “voice of the customer” to Product and Engineering teams
• Support product validation, testing, and software releases
• Collaborate with internal teams and third-party vendors for successful delivery
• Aid in demo environments and internal testing initiatives
• Documentation & Continuous Improvement
• Maintain accurate service records, reports, and technical documentation
• Develop clear, structured documentation for processes and support activities
• Identify opportunities to improve service efficiency and delivery
• Contribute to knowledge-sharing and internal training efforts
• Technical Development
• Participate in training programs and hands-on field experience
• Stay current with emerging technologies, tools, and industry best practices
• Support internal systems, test environments, and demo equipment

Qualifications, Experience and Skills

• Required
• Bachelor’s degree or technical diploma in Engineering, Electronics, IT, or related field (or equivalent experience)
• Experience in a field service or customer-facing technical role
• Strong troubleshooting and problem-solving skills
• Proficiency with Linux operating systems
• Working knowledge of networking (DHCP, subnetting, VPNs)
• Strong written and verbal communication skills
• Ability to work both independently and collaboratively
• Willingness to travel up to 50% in support of field operations and customer engagements
• PREFERRED
• Experience with networking hardware and complex system integration
• Exposure to RF, telecommunications, or electronic systems
• Experience testing and validating technical systems
• Familiarity with technical documentation and reporting
• Active or eligible security clearance

Key Attributes

• Proactive self-starter who thrives in ambiguous, fast-changing environments
• Strong technical aptitude with the ability to quickly learn new systems and technologies
• Excellent documentation skills with high accuracy and attention to detail
• Customer-focused mindset with a professional and confident presence
• Highly organized, detail-oriented, and adaptable
• Strong initiative with a continuous learning mindset