Software Operations Specialist – Field Customer Support

MatrixSpace•Burlington, MA

About The Position

At MatrixSpace, we are building technology that bridges the physical and digital worlds — combining embedded systems, radar sensing, cloud computing, and AI to unlock powerful real-world intelligence. We’re looking for a Software Operations Specialist to support the deployment, operation, and success of our AI-driven edge and cloud-based platforms in real-world environments. This role sits at the intersection of engineering, customer success, and field operations. You’ll work directly with customers to troubleshoot issues, ensure system reliability, and provide hands-on support for deployed systems. This is a great opportunity for someone who enjoys solving technical problems in dynamic environments while working closely with both users and internal engineering teams. You’ll play a critical role in ensuring our products perform reliably in the field, helping bridge the gap between development and real-world deployment.

Requirements

Candidates must be legally authorized to work in the United States without employer sponsorship and may be required to obtain and maintain a U.S. government security clearance in the future.
Bachelor’s degree in Computer Science, Engineering, or a related field; or equivalent hands-on experience.
Summer co-op/internship experience OR 1-2 years of professional experience in technical support, systems engineering, DevOps, or similar roles.
Strong troubleshooting skills across Linux-based systems.
Familiarity with networking fundamentals (TCP/IP, HTTPS, connectivity debugging).
Familiarity with web-based applications (i.e REST APIs, JSON, authentication)
Experience with Docker and basic understanding of Kubernetes.
Proficiency in scripting or programming (Python, Bash, or similar).
Understanding of software design principles and distributed systems.
Ability to diagnose issues across software, hardware, and network layers.
Strong communication skills with the ability to explain technical concepts to non-technical users.
Willingness to travel for on-site customer support when needed.

Responsibilities

Provide technical support to customers who use edge and cloud-based AI systems.
Troubleshoot software, networking, and system-level issues in real-time field environments.
Assist with installation, configuration, and upgrades of software on edge devices and cloud platforms.
Monitor system health and performance; proactively identify and resolve issues.
Work closely with engineering teams to diagnose bugs, escalate issues, and validate fixes.
Support containerized applications (Docker/Kubernetes) in deployment and troubleshooting scenarios.
Assist customers with API integrations, connectivity, and data flow issues.
Document issues, resolutions, and best practices to improve internal knowledge and customer experience.
Travel to customer sites as needed to support deployments and operational needs.
Contribute to improving support processes, tooling, and automation workflows.