Field Support Engineer

Responsibilities

• Field Operations & Monitoring
• 24/7 monitoring of all field systems (through your team)
• First response to system failures and performance issues
• Remote debugging and problem resolution
• Customer operational reporting and communication
• Manage escalations and critical incidents
• Technical Problem-Solving
• Develop fixes for field issues—actual embedded software changes
• Build diagnostic tools to find problems faster
• Root cause analysis with detailed documentation
• Remote system configuration and optimisation
• Team Leadership
• Lead Field Support team
• Coordinate outsourced support technicians (extended shift coverage)
• On-call rotation for critical escalations
• Train team on troubleshooting methodologies
• Feedback Loop
• Feed field intelligence back to Software Development
• Track recurring issues and patterns
• Prioritise fixes based on field impact
• Document all incidents and resolutions systematically

Education & Experience