Hardware Support Engineer - Field Device Operations

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.

• 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

• 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

• 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

• 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

• 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

• Knowledge of POS integration and transaction data handling

• Experience with embedded Linux systems and ARM-based hardware

• 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

• 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

• 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

• 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