Senior Service Engineer

About the role

D-Wave is seeking a highly motivated and experienced Senior Service Engineer to help build, scale, and support our growing fleet of quantum computing systems. In this role, you will be a key technical contributor within a collaborative team responsible for ensuring system performance, improving reliability, and delivering an exceptional customer experience for our Leap™ quantum cloud service. This is a multidisciplinary, hands-on senior role involving mechanical, electrical, vacuum, and cryogenic systems. You will take technical ownership of system performance and reliability across builds, installations, upgrades, and field operations. In addition to executing complex service work, you will act as a technical lead within the service team, guiding troubleshooting efforts, improving service strategies, and influencing design improvements in partnership with R&D. This position is based in New Haven, CT, and involves occasional travel to customer and field sites, including approximately 10% of travel across North America and Europe. Candidates must be legally authorized to work in the United States, hold or be able to obtain a valid passport, and be able to secure any additional work authorization required for temporary international travel. This role also requires participating in an on-call rotation supporting production systems. As a customer-facing senior role, strong communication, leadership, and relationship-building skills are essential, including mentoring junior engineers and serving as a trusted technical point of contact for customers and partners.

Responsibilities

• Lead and execute system builds, installations, upgrades, and complex maintenance activities
• Serve as a senior technical escalation point for troubleshooting cryogenic and electromechanical systems in lab and field environments
• Drive root cause analysis for system issues and lead implementation of corrective and preventive actions
• Work closely with hardware engineering and R&D teams to influence system design improvements, reliability, and serviceability
• Define, refine, and standardize service procedures, troubleshooting workflows, and incident response processes
• Contribute to and review technical documentation, ensuring accuracy, completeness, and usability for service teams
• Build and maintain strong relationships with customers, partners, and host facility personnel, often acting as the primary technical interface
• Mentor and support junior engineers, providing technical guidance and helping strengthen team capability
• Support production systems by participating in an on-call rotation and leading response during critical incidents
• Identify operational gaps and proactively drive improvements in tools, processes, and system diagnostics

Requirements

• Bachelor's degree in Engineering, Physics, or equivalent combination of education and experience
• 5+ years of hands-on experience supporting complex multidisciplinary electromechanical systems in lab and/or production environments

Qualifications

• Deep understanding of thermodynamics, fluid dynamics, vacuum systems, and electromechanical systems
• Strong experience in troubleshooting complex systems and leading root cause analysis efforts
• Proficiency with scripting, PLC logic, or programming languages such as Python or C/C++
• Demonstrated ability to lead technical workstreams and coordinate across cross-functional teams
• Strong organizational skills with the ability to manage competing priorities in a fast-paced environment
• Excellent written and verbal communication skills, including experience communicating with customers and senior stakeholders
• Proven ability to work independently while also mentoring and enabling others

Pay

The Base Pay Range For This Role Is $109,000 – 150,000 USD per year (New Haven)