Hayden AI

About Us At Hayden AI, we are on a mission to harness the power of computer vision to transform the way transit systems and other government agencies address real-world challenges. From bus lane and bus stop enforcement to transportation optimization technologies and beyond, our innovative mobile perception system empowers our clients to accelerate transit, enhance street safety, and drive toward a sustainable future. What the job involves As a Systems Engineer on our Field Services team, you serve as a critical engineering authority for production-deployed systems. You act as the bridge between Engineering and Field Operations, moving beyond tactical troubleshooting to lead root cause investigations and design long-term improvements for equipment uptime. This role is essential for ensuring the seamless operation of endpoint devices in the Hayden AI production environments. Responsibilities: Tier 3 Escalation: Serve as the primary escalation point for complex, high-impact incidents that exceed standard field support scope. Root Cause Analysis: Perform deep-dive investigations into hardware, software, firmware, and network failures, delivering structured post-mortems with corrective action plans that drive permanent resolution. Operational Engineering: Partner with Product and Engineering teams to design and implement targeted enhancements that address recurring field issues at scale. Technical Documentation: Author runbooks, decision trees, and diagnostic workflows that empower Tier 1 and Tier 2 teams, and maintain a living knowledge base that evolves with the product. Production Activation: Oversee the end-to-end transition of newly installed units into active production, validate production readiness and coordinate activation before units go live on customer fleets. Strategic Rollouts: Support and execute the staged software and firmware updates across production and pilot fleets, monitoring post-deployment behavior and leading rapid response if regressions are detected. Cross-Functional Collaboration: Act as the engineering bridge between Field Operations, Product, and Engineering — translating field feedback and failure patterns into hardware/software improvements. Team Enablement: Deliver training sessions and technical briefings to field technicians and support staff to continuously raise the technical baseline across the organization. Travel Requirements: Position requires occasional travel, approximately once per quarter. Travel may include travel to customer sites. Required Qualifications: Education & Experience: Bachelor’s degree in Engineering, Computer Science, or a related field, with 3+ years of experience in a systems engineering or technical support role. Industry Expertise: Experience in the Photo Enforcement industry is highly preferred. Technical Proficiency: Advanced experience troubleshooting and configuring Windows and Linux-based endpoint devices and networked systems. Software Tooling: Expert-level comfort with JIRA, Smartsheet, Excel, and Google Sheets for data analysis and project tracking. Analytical Mindset: Exceptional analytical and problem-solving skills, with a proven ability to translate complex data into technical solutions. Business Acumen: Fluent in business process analysis with a focus on continuous improvement and operational efficiency. Project Execution: Strong ability to take complete ownership of issues, operating effectively under tight deadlines while maintaining high engineering standards. Communication: Excellent verbal and written communication skills, capable of explaining complex technical concepts to both engineering teams and field staff.

• Own East Coast territory strategy and execution, delivering on annual revenue targets through new logo acquisition, expansion, renewal, and lifecycle growth. • Develop and execute a multi-year territory plan aligned to Hayden AI’s broader strategic growth objectives. • Partner with the CGO to develop and execute overall revenue goals, market prioritization, pricing strategy, and strategic growth initiatives. • Own top-line KPIs including revenue forecasting, pipeline health, net new revenue, and churn performance. • Provide structured weekly and monthly revenue insights to executive leadership. • Lead disciplined pipeline management across long government sales cycles. • Own the customer lifecycle from prospect through long-term partnership. • Ensure successful transition from pilot to contract, and from initial deployment to expansion. • Drive renewals and alignment on contracting and payment terms. • Oversee customer health metrics including NPS and account performance indicators. • Lead account planning strategy, including executive relationship mapping and long-term expansion pathways. • Identify strategic growth opportunities within existing accounts, including ARR growth and deployment scale. • Serve as a subject matter expert on transit operations, bus lane enforcement, curb management, and municipal parking ecosystems. • Engage C-level and senior agency leadership in consultative discussions focused on safety, operational efficiency, and community impact.

• Reports directly to the Sr. Manager of Field Services • Provide Tier 2 technical support for hayden.ai endpoint devices, serving as an escalation point from Tier 1 support and field technicians • Deliver advanced remote troubleshooting and diagnostic support to field technicians during installations, maintenance, and incident response • Analyze complex hardware, software, network, and system-level issues, determining root cause and driving issues to resolution • Monitor production, pilot, and test fleets, proactively responding to alerts, anomalies, and escalated client-reported issues • Own and manage escalated tickets through resolution, ensuring clear documentation, timely updates, and adherence to SLAs • Collaborate closely with Engineering, Product, and Field Operations to resolve recurring or systemic issues and implement long-term fixes • Identify trends in incidents and failures, contributing to improvements in system reliability, performance, monitoring, and tooling • Develop and maintain dashboards, runbooks, and troubleshooting guides to support Tier 1 teams and field technicians • Support quality initiatives by assisting with inspection, testing, and evaluation of hardware and software in field environments • Build and enhance tools, automation, and diagnostic workflows to reduce manual effort and prevent incident recurrence • Participate in post-incident reviews, providing root cause analysis and actionable recommendations • Ensure compliance with established processes for escalation, change management, and incident handling • Meet or exceed service level agreements (SLAs) and operational performance metrics

• Development and execution of legislative and regulatory strategy in the U.S. with state and local government, and possibly internationally in the EU and the UK. • Management of outside consultants, grassroots allies and other stakeholders. • Analysis of pending legislation and regulations, as well as current laws. • Work cross functionally with internal teams to maximize market opportunities, ensure compliance with appropriate laws and regulations, and seek input on pending policy issues.