Field Operations Engineer

*CANDIDATES MUST BE LOCATED IN THE UNITED STATES**

About SafelyYou 

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.

Your Role at SafelyYou
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.

Salary Range: 60,000 −100,000 base, commensurate with experience

Key Responsibilities:

Installation and service enablement:

• 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:

• 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.

Required Skills:

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

The Ideal Candidate: 

• Minimum 4+ years of related work experience with deploying hardware within a customer’s network and remotely managing deployment.

• Minimum 3+ years of related work experience as a Linux System Administrator.

• Bachelor's degree in a technical discipline, such as Information Systems, Network Engineering, or equivalent experience.

• Obsessed about service availability and service quality. Relentless about driving closure to and solving thematic issues that negatively impact the customer journey or business.

• Proficient with system administrator concepts and best practices using Linux commands and AWS SSM/SSH.

• Proficient knowledge of configuring servers, switches, camera devices, routers, VLANs, NAT/PAT.

• A curious mind that leans in via researching, troubleshooting and solving problems that may not be documented or is novel with low to no supervisory direction.

• Strong customer communication and service skills with the ability to work in a fast-paced startup environment.

• 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.

Why Join Us? You Can Make a Difference!

Salary Range: $80-100k base USD depending on experience, plus a bonus plan, stock options and benefits.

SafelyYou offers a competitive compensation package, including but not limited to:

• A mission-driven company culture

• Fully remote

• 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

At SafelyYou, we believe that a diverse, equitable, and inclusive workplace makes us a more relevant, competitive, and resilient company. We are committed to creating a diverse and inclusive workforce that celebrates diversity. We do not discriminate based on race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.

We value all the perspectives our team members bring to the table, and that is why we don’t look for culture fit, but culture add. We want to hear from YOU! We encourage you to apply even if you do not fit 100% of the technical requirements.