Hardware Support Engineer

Hardware Support Engineer - Field Device OperationsAbout Panoptyc: We're on a mission to revolutionize loss prevention.Using visual AI and manual reviewers, we help retailers detect theft in over 15,000 markets across the United States.From Fortune 500 giants to local businesses, our impact is far-reaching.As a fully remote, rapidly growing team, we're excited to invite top talent worldwide to join us in reshaping the future of retail security.About The Role: We are seeking a skilled Hardware Support Engineer to support and expand our growing fleet of field devices including security cameras, camera relays, and POS transaction relays.This role is critical to ensuring reliable operation of our distributed hardware infrastructure and supporting new installations across multiple locations.Core Responsibilities: Monitor, maintain, and troubleshoot a large fleet of cameras, camera relays, video displays and POS transaction relay devicesPerform remote firmware updates and configuration changes across distributed hardwareDiagnose and resolve hardware connectivity, performance, and operational issuesCoordinate with field technicians for on-site installations and repairs when remote resolution isn't possibleSystem Administration: Managing installations of POSIX/Linux-based embedded systems, AWS IoT, Windows services and field devicesConfigure and maintain device networking, including USB network interfaces, VPN connections and firewall rulesImplement automated monitoring and alerting for device health and performanceMaintain device inventory, documentation, and configuration management systemsInstallation Support: Support new location installations by configuring devices pre-deploymentCreate and maintain installation procedures and technical documentationProvide technical guidance to field installation teamsValidate device functionality and network connectivity post-installationInfrastructure Optimization: Analyze device performance data to identify optimization opportunitiesImplement standardized configurations and deployment proceduresDevelop automation scripts for routine maintenance and monitoring tasksCollaborate with engineering teams on device selection and deployment strategiesRequired Qualifications: 3+ years of POSIX/Linux systems administration experience (Red Hat, Ubuntu, or similar distributions)Experience with firmware management and updates for embedded devices or IoT hardware (Raspberry Pi, Arduino, NUC)Network troubleshooting skills including TCP/IP, routing, VPNs, and firewall configurationCommand-line proficiency with bash/shell scripting for automationExperience with remote device management and monitoring toolsHardware Knowledge: Knowledge of POS integration and transaction data handlingExperience with embedded Linux systems and ARM-based hardwareAdditional Requirements: Strong analytical and problem-solving skills for remote troubleshootingExcellent documentation and communication skillsAbility to work independently and manage multiple concurrent issuesExperience with ticketing systems and incident management processesWillingness to provide occasional after-hours support for critical issuesPreferred Qualifications: Administration of applications running on AWS (EC2, S3, IoT, ECS, Fargate, Cloudwatch etc..)2+ years experience writing and maintaining Python scripts or applicationsUnderstanding of IP camera systems and video streaming protocols (RTSP, ONVIF)Experience with configuration management tools (Ansible, Docker, IoT/Greengrass, K8s)Knowledge of video analytics or retail technology systemsExperience with database systems for device logging and monitoringCertification in Linux administration (RHCE, LPIC) or network managementPrevious experience in retail, security, or IoT device managementWork Environment: Primarily remote work with occasional travel to installation sitesStandard business hours with on-call rotation for critical system supportCollaborative environment working with field technicians, engineering, and operations teamsFast-paced environment supporting rapid expansion of device deploymentsGrowth Opportunities: Lead technical projects for large-scale device deploymentsMentor junior technical staff and field techniciansContribute to engineering decisions on hardware selection and architectureDevelop expertise in emerging IoT and edge computing technologiesContribute to our Gitops culture by contributing code and our CICD pipelinesWhy Join Panoptyc?: Competitive salary and benefitsBe part of a rapidly growing team reshaping retail securityFull remote work flexibility with a dynamic, global teamOpportunity to work with cutting-edge data tools and technologiesJob Details: Full-time status (40 hours per week)Able to work during US Eastern time zoneUp to $30 USD/hrLocation: RemotePanoptyc is an equal opportunity employer and welcomes applications from diverse candidates.#J-*****-Ljbffr