Forward Deployed Engineer

Forterra • Carey, ID

144d • $120,000 - $150,000 • Onsite

About The Position

The Field Service Engineer plays a critical role in delivering advanced technical support across hardware and software systems to ensure customer success, system reliability, and operational excellence. Reporting to the Director of Customer Success, this role focuses on hands-on field support to diagnose, troubleshoot, and resolve complex system issues. The Field Service Engineer is responsible for maintaining system uptime, supporting deployments, and serving as a technical expert for customers, with a strong focus on root cause analysis, system integration, and continuous improvement. This role will support extended deployments in operational field environments, including possible active combat zones.

Requirements

• 5 or more years of relevant experience
• B.S. in computer science, engineering, robotics, or related field
• Proficiency in Linux systems (command line, system logs, basic administration)
• Solid understanding of networking fundamentals (TCP/IP, DNS, routing, firewalls, VPNs)
• Strong software troubleshooting skills, including log analysis and debugging
• Experience diagnosing complex systems involving both hardware and software components
• Ability to communicate technical concepts clearly to diverse audiences
• Strong documentation and organizational skills
• Ability to work independently in dynamic, customer-facing environments
• Experience in integrating software on hardware products
• Strong programming skills in languages such as C++ or Python
• Solid core software engineering skills: software design, unit testing, debugging
• Strong understanding of algorithms, data structures, and software design principles
• Experience working in teams and a willingness to proactively solve problems
• Ability to travel up to 75%, including internationally

Nice To Haves

• Familiarity with autonomous systems, robotics, or distributed systems.
• Experience working closely with engineering teams to resolve field issues.
• Experience in software development for robotics and autonomous systems
• Experience with state machines, motion, path planning, and/or perception pipelines
• Knowledge of navigation, localization, and/or mapping algorithms
• Familiarity with real-time operating systems and embedded programming

Responsibilities

• Monitor customer system performance and proactively identify issues across hardware and software components.
• Provide on-site and remote support to diagnose and resolve complex system issues, minimizing downtime.
• Serve as a primary technical escalation point for customers, particularly for software, and networking-related issues.
• Diagnose and resolve issues across systems, networking infrastructure, and software.
• Perform log analysis, system health checks, and root cause investigations for recurring or critical failures.
• Support system installations, upgrades, patches, and configuration changes in field environments.
• Troubleshoot connectivity issues (e.g., IP networking, routing, firewalls, VPNs) and system integrations.
• Work with engineering teams to debug and resolve software defects encountered in the field.
• Assist in deploying and validating software updates, ensuring system stability post-deployment.
• Support command-line operations, scripting, and system configuration within Linux environments.
• Maintain detailed records of service activities, including issue diagnostics, resolution processes, asset usage, and customer interactions.
• Generate comprehensive Field Reports and Work Orders to provide actionable feedback to quality and engineering teams.
• Communicate service bulletins, informational notices, and product updates effectively to internal and external stakeholders, ensuring clear understanding and implementation.
• Build strong customer relationships by acting as a trusted technical advisor.
• Provide guidance on best practices for system operation, maintenance, and performance optimization.
• Proactively identify opportunities to improve customer experience and system reliability.
• Regularly travel to various customer sites to deliver essential on-site support, ensuring responsiveness and timely issue resolution.
• Extended deployments in operational field environments, including possible active combat zones.
• Ensure readiness and compliance with all safety standards during travel and field service operations.

Benefits

• Premium Healthcare Benefits: Three plan options, including an HSA-eligible plan, with Forterra covering 80% of the plan premium for you and your dependents.
• Basic Life/AD&D, short and long-term disability insurance plans 100% covered by Forterra, plus the option to purchase additional life insurance for you and your dependents.
• Extremely generous company holiday calendar including a winter break in December.
• Competitive paid time off (PTO) offering 20 days accrued per year.
• A minimum of 7 weeks fully paid parental leave for birth/adoption.
• A $9k annual tuition reimbursement or professional development stipend.
• Fully stocked beverage refrigerators with all the Celsius your little heart desires.
• 401(k) retirement savings plan, including traditional, Roth 401(k), and after-tax deferral with company match up to 4%.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior