Field Service Engineer

Xtract One is a technology company dedicated to making the world safer through intelligent, frictionless security solutions. We design and deliver advanced threat detection screening systems that help organizations protect people, property, and public spaces—without slowing them down. Our solutions combine cutting-edge hardware, AI-powered analytics, and real-time insights to detect weapons and potential threats in high-traffic environments such as stadiums, arenas, corporate offices, government buildings, and entertainment venues. Xtract One enables safer, more welcoming experiences while maintaining the highest standards of security. With teams across North America, Xtract One brings together engineers, technologists, and business professionals who are passionate about innovation, collaboration, and real-world impact. We are driven by a shared mission to redefine security—making it smarter, more human-centric, and seamlessly integrated into everyday environments. Xtract One is currently looking for a "Field Service Engineer (FSE)" to join our team! Location: Remote work model, hiring 1 FSE in either NJ, NY, or Eastern PA. Compensation: $85,000-$115,000 USD, PTO, Benefits, Sick Days, Bonus, Stock Options Status: Full-time Permanent Vacancy Status: This is a new position within the Customer Success Department. Job Summary: The Field Service Engineer reporting to the VP of Customer Success is a vital, frontline technical liaison responsible for the installation, architectural design, optimization, and advanced support of the weapons detection solutions and SaaS management platform - SmartGateway, Xtract One Gateway, and View. The person chosen acts as the subject matter expert, leveraging deep knowledge of networking and IoT embedded systems to ensure maximum system performance, security, and uptime, while providing superior customer-facing technical consultation. Responsibilities: Technical Skills: System Installation and Commissioning: Lead the end-to-end installation, configuration, and initial precision calibration of the weapons detection systems and associated infrastructure to meet stringent security and alert rate objectives. Technical Solution Architecture: Architect and document the optimal deployment solution for each customer, ensuring seamless integration of the networked weapons system with the client's local infrastructure, including specific configurations for networking, power, and environmental controls. Networking and Cloud Integration: Implement and configure all network services, including DNS resolution, TCP/IP, secure routing, and VPN/tunneling, to ensure resilient and reliable data transmission to the Xtract Cloud Platform. Advanced System Diagnostics: Provide expert on-site and remote technical support, rapidly diagnosing and resolving complex issues across all layers: hardware, Linux-based embedded OS, networking, and cloud services. Analytical Problem Solving: Translate complex customer-reported problems (e.g., operational symptoms) into clear, structured, and analytically detailed technical reports for the internal Engineering and Development teams, defining root causes and observed data. Customer Maintenance and Optimization: Execute scheduled Preventative Maintenance (PM) visits and performance tuning, including managing component replacements, software/firmware updates, and applying patches to embedded systems. Customer Management Skills: Service: Exceptional customer service, professional demeanor, and the ability to manage stressful client situations. Proven capability to clearly articulate technical solutions and operational concepts to both executive and technical audiences. Communication and Training: Deliver highly professional technical explanations and status updates to customers (both technical and non-technical staff), ensuring clear communication of problems, resolutions, timelines, and future preventative steps. Documentation and Reporting: Complete all required administrative duties, including detailed service reports, customer-facing root cause analysis (RCA) reports, as-built drawings, inventory/parts usage logs, and safety compliance documentation. Technical Sales Support: Partner with the Sales team to perform detailed pre-sales site surveys, needs assessments, and live product demonstrations. On-Call Support: Participate actively in the scheduled service on-call (after-hours standby and emergency response) rotation. Requirements: Education/Experience: Diploma/Certificate in Electrical Engineering, Computer Science, or a related technical field, or equivalent experience (3-5+ years) as a Field Service Engineer, Systems Integrator, or Sales Engineer in a complex networked technology environment. Deep Networking Proficiency (Non-Negotiable): Expert-level understanding of core networking concepts, including TCP/IP stack, DNS, DHCP, VLANs, and firewall configuration. Proven ability to troubleshoot network-related issues spanning local infrastructure to cloud-based services. Operating System and Embedded Tech Expertise: Extensive hands-on experience with Linux command line, administration, and troubleshooting is required (not just an asset). Experience with embedded/IoT operating systems and cloud technologies (e.g., AWS, Azure) is essential. Customer Care: Exceptional customer service, professional demeanor, and the ability to manage stressful client situations. Proven capability to clearly articulate technical solutions and operational concepts to both executive and technical audiences. Technical Documentation Skills: Superior analytical thinking with a track record of generating detailed, high-quality technical documentation (e.g., RCA reports, system architecture diagrams, and field guides). Travel: Ability and willingness to travel frequently (50% - 75%). Physical: Must be able to safely lift and carry up to 50 lbs and work in various environmental conditions. Preferred: Experience with security industry standards or compliance requirements. Industry certifications such as CompTIA Network+, CCNA, or Linux Professional Institute (LPI). Experience using Service Management/CRM software (e.g., Salesforce, ServiceNow) for ticketing and documentation. Disclosure of AI Use in Recruitment: Our recruitment process may utilize artificial intelligence (AI) tools to enhance efficiency and ensure a fair and comprehensive review of applications. This may include AI for tasks such as initial resume screening and transcribing interview discussions. We are committed to using AI responsibly and ethically, with a focus on fairness and minimizing bias. Commitment to Inclusive and Accessible Work Environments: Xtract One is committed to creating an inclusive, accessible work environment and providing accommodations for individuals with disabilities. If you require accommodation at any stage of the recruitment process or while employed with us, please notify Human Resources at [email protected] , and we will work with you to meet your needs.