Hardware Support Engineer - Field Device Operations
Panoptyc
About Panoptyc
At 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
Field Device Management
Monitor, maintain, and troubleshoot a large fleet of cameras, camera relays, video displays and POS transaction relay devices
Perform remote firmware updates and configuration changes across distributed hardware
Diagnose and resolve hardware connectivity, performance, and operational issues
Coordinate with field technicians for on-site installations and repairs when remote resolution isn't possible
System Administration
Managing installations of POSIX/Linux-based embedded systems, AWS IoT, Windows services and field devices
Configure and maintain device networking, including USB network interfaces, VPN connections and firewall rules
Implement automated monitoring and alerting for device health and performance
Maintain device inventory, documentation, and configuration management systems
Installation Support
Support new location installations by configuring devices pre-deployment
Create and maintain installation procedures and technical documentation
Provide technical guidance to field installation teams
Validate device functionality and network connectivity post-installation
Infrastructure Optimization
Analyze device performance data to identify optimization opportunities
Implement standardized configurations and deployment procedures
Develop automation scripts for routine maintenance and monitoring tasks
Collaborate with engineering teams on device selection and deployment strategies
Required Qualifications
Technical Skills
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 configuration
Command-line proficiency with bash/shell scripting for automation
Experience with remote device management and monitoring tools
Hardware Knowledge
Knowledge of POS integration and transaction data handling
Experience with embedded Linux systems and ARM-based hardware
Additional Requirements
Strong analytical and problem-solving skills for remote troubleshooting
Excellent documentation and communication skills
Ability to work independently and manage multiple concurrent issues
Experience with ticketing systems and incident management processes
Willingness to provide occasional after-hours support for critical issues
Preferred Qualifications
Administration of applications running on AWS (EC2, S3, IoT, ECS, Fargate, Cloudwatch etc..)
2+ years experience writing and maintaining Python scripts or applications
Understanding 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 systems
Experience with database systems for device logging and monitoring
Certification in Linux administration (RHCE, LPIC) or network management
Previous experience in retail, security, or IoT device management
Work Environment
Primarily remote work with occasional travel to installation sites
Standard business hours with on-call rotation for critical system support
Collaborative environment working with field technicians, engineering, and operations teams
Fast-paced environment supporting rapid expansion of device deployments
Growth Opportunities
Lead technical projects for large-scale device deployments
Mentor junior technical staff and field technicians
Contribute to engineering decisions on hardware selection and architecture
Develop expertise in emerging IoT and edge computing technologies
Contribute to our Gitops culture by contributing code and our CICD pipelines
Why Join Panoptyc?
Competitive salary and benefits
Be part of a rapidly growing team reshaping retail security
Full remote work flexibility with a dynamic, global team
Opportunity to work with cutting-edge data tools and technologies
Job Details:
Full-time status (40 hours per week)
Able to work during US Eastern time zone
Up to $30 USD/hr
Location: Remote