Senior Hardware Support Engineer

We're looking for a Senior Hardware Support Engineer to own the health and performance of our nationwide fleet of connected devices. You will be a key link between operations and the engineering team, working closely with our hardware ops team. While primarily remote, you’ll occasionally travel to deployment sites for quality assurance. This is not just a support role; you will be expected to write and ship code alongside the team. You will debug issues using logs and metrics, tune devices in the field, build internal tools to streamline QA and fleet monitoring, and contribute to our backend software to help automate and improve QA- and calibration-related processes, escalating issues to our ops and hardware engineering teams as necessary. You will also serve as the primary internal support contact for hardware, working closely with Sales, Operations, and Engineering to ensure smooth deployments and provide regular reports detailing per-site hardware performance trends. You will test and tune hardware appliances during or post-installation, conduct periodic fleet-wide health assessments to detect performance degradation. You will minimize downtime and on-site intervention by resolving device incidents remotely. You will also collaborate with the Hardware Operations team to relay field observations, improve install practices, and coordinate on-site resolutions when remote fixes are not possible, as well as author and maintain clear repair and troubleshooting instructions.