- Serve as the primary escalation point for complex, high-impact incidents that exceed standard field support scope.
- Perform deep-dive investigations into hardware, software, firmware, and network failures, delivering structured post-mortems with corrective action plans.
- Partner with Product and Engineering teams to design and implement targeted enhancements that address recurring field issues at scale.
- Author runbooks, decision trees, and diagnostic workflows that empower Tier 1 and Tier 2 teams.
- Oversee the end-to-end transition of newly installed units into active production and validate production readiness.
- Support and execute staged software and firmware updates across production and pilot fleets.
- Act as the engineering bridge between Field Operations, Product, and Engineering to translate field feedback into improvements.
- Deliver training sessions and technical briefings to field technicians and support staff.
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