Field Operations Engineer

SafelyYou

124d • Remote

About The Position

SafelyYou's passionate mission is to empower safer, more person-centered care across senior living through world-leading AI, industry-changing hardware, and remote expert clinicians, significantly improving outcomes for residents while increasing peace of mind for families and reducing costs for communities. Originating in 2015 as the doctoral research of CEO George Netscher—and inspired by his own family's experience with Alzheimer's disease—SafelyYou was spun out of UC Berkeley’s Artificial Intelligence Research Lab, one of the top five AI research groups in the world. And today, our company is solving critical challenges in senior living, from resident falls and ER visits to staffing concerns, length of stay, and NOI. All helping ensure that communities can focus on improved care for residents while still reaching their financial goals. SafelyYou is one of five most innovative fall technologies referenced in the Senate Falls Report (2019), a winner of the McKnight’s Tech Partner of the Year, and has been named to Fortune’s Impact 20 list, which recognizes companies making people’s lives better through innovation. We are a start-up seeking an experienced and execution-focused Field Operations Engineer who is committed to making a positive impact on people living with Alzheimer’s and Dementia. In this role, you'll work on a team providing top-tier support for our solutions tailored to these individuals. You'll remotely oversee installations, troubleshoot, and resolve cases while supporting your team for excellence. Your activities will span from new installations to troubleshooting, diagnosis, responding to support cases, and strategizing on optimizing service availability. As a liaison with our customers, your communication skills and professionalism will be of prime importance. Your expertise in system management and unwavering commitment to quality will ensure customer delight as we work together to improve lives through technology.

Requirements

• Remote installation of our on-premise hardware which includes: Combination of Servers, PoE Switches, Network Cameras (PoE and WiFi), and our own custom hardware
• Ensure systems are configured to the quality checks for customer go-live
• Adhere to the necessary documentation
• Provide professional interaction with the customer in both written and verbal communication
• LAN and WLAN network architecture, advanced knowledge of DHCP, VLAN, static routing, and IP addressing
• Hands-on experience with troubleshooting WiFi performance for edge devices on a customer network
• Hands-on experience integrating with customer’s network security and compliance technology across different platforms and vendors
• Advanced Linux System management, including NVIDIA GPU, network interface configuration, and troubleshooting
• Working knowledge of SSM, Docker, and Grafana, ability to assess a system's health and diagnose issues using reporting and common CLI
• Communicate to both technical and non-technical audiences with a high degree of professionalism
• Apply system management and hardware installation skills to troubleshoot, diagnose, and resolve issues in a timely manner
• Leverage Linux skills and attention to detail to ensure a perfect network deployment process every time
• Maintain service uptime SLA and interfacing with customers
• Analyze and identify metrics to increase quality of services to maintain SLAs
• Interact with customers and vendors with community onboarding and ongoing customer support

Nice To Haves

• In good standing Certified Cisco Network Professional (CCNP) certification
• Ability to automate and perform QA on workflows via scripts (Ansible, Python)
• Previous project management experience

Responsibilities

• Own the installation, configuration, and activation of our on-premises equipment within our customer’s facilities and environments
• Be proficient in the configuration and management of “out of band” access
• Help with troubleshooting issues related to the installation and performance of our sensors
• Guarantee that all installations are fully tested end-to-end and ready for production
• Support our Tier 1 support team - 3rd party offshore team. This team is our first responder to any automated alerts where on-premise equipment is unstable.
• Support the on-call rotation for critical issues when Tier 1 is unable to recover critical services for our customers.
• Be an active owner in our team of customer issues, responding, troubleshooting, and providing a resolution for on-premise equipment while working remotely.
• Use our SLAs as guidelines to improve our support processes and response
• Support the team to strategize on process improvements and additional tools to reduce volume and expedite troubleshooting
• Provide our customers the best experience throughout the process in both written and verbal communications
• Participate in creating SOPs, knowledge-base articles, and cross-training other team members to support the entire service experience.

Benefits

• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, and Vision
• 401k Program
• Monthly Education, Well-being & WFH stipends
• Non-accrual PTO
• Growth Potential
• Company Retreats
• Medical & Family/Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree