• The Senior Field Solutions Engineer (Sr. FSE) serves as a high-impact technical strategist and industry expert dedicated to scaling software adoption and operational excellence. • Cultivating deep-rooted technical relationships with agencies and partners across the South Western US and Mexico, you will act as the bridge between complex infrastructure challenges and our cutting-edge solution suite. • Integrate directly into the daily operations of key agencies to lead complex proof-of-concepts (POCs) and oversee strategic initiatives that maximize product utility. • Ensure that every deployment delivers measurable value, fostering the long-term network growth and software expansion essential to our market leadership. • Support diverse agencies—including Traffic, Transit, Public Safety, and Mobility—to build a cohesive, integrated city architecture. • Audit existing customer ecosystems to identify technical gaps and create tailor-made solution demonstrations. • Document field requirements to drive product positioning and influence internal product design and feature prioritization. • Lead the design and technical documentation, for solutions defined in the account plan. • Establish frameworks for inter-departmental solutions and facilitate collaboration between internal city agencies. • Design and manage application demonstrations that clearly highlight specific business value. • Oversee all pilot installations and manage the technical execution of proof-of-value evaluations. • Collaborate with the APL (Approved Product List) team to secure necessary product certifications. • Partner with customers and prospects to update their ITS specifications to incorporate company Master Specifications. • Resolve complex technical issues that threaten purchase decisions, renewals, or customer retention. • Build deep relationships within key accounts to cultivate product champions and advocates.

• Perform timely and accurate preventative maintenance of medical equipment • Troubleshoot, service repairs, and installations of moderate complexity • Lead communications with customers and serve as escalation point for customer related concerns • Own customer issues from dispatch to resolution. • Proactively engage with other team members for appropriate solutions • Maintain relationships with customers and ensure timely communication • Adhere to company policies and procedures to ensure regulatory compliance • Partner with the customer and/or sales team to recommend value-added services

• Work closely with Sales to develop and execute a strategic plan & track progress to key objectives • Regularly visit customers to identify new business, discuss ongoing projects including areas of concern & future needs • Assist in solving problems and providing test support; be the central point of contact during critical issues between customer and factory teams • Act as an advisor to our customers by providing memory architecture advice, memory product recommendations, delivering technical trainings and developing solutions • Work with marketing and development teams to evaluate feasibility of specific new products or features and ensure customer specifications are met • Coordinate lab-related activities that support the design-in/validation process

• 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