Senior System Software Engineer

The Elevator Pitch

Do you have a keen sense of problem-solving and enjoy troubleshooting technical issues with real-time systems and cloud-connected platforms? Do you enjoy a job where every day brings something new, and your efforts directly improve the product by discovering disguised hard issues, developing new capabilities, or suggesting ways to improve the user experience? Do you thrive as a key player building/defining automation, building relationships with efficient handoffs/communication, and helping drive development roadmaps?

In this Senior System Engineer role, you will ensure escalated field issues get addressed and lessons learned inform better tools and processes. You will also develop and implement metrics, tool improvements, and/or workflow automation to make our products more reliable and more serviceable! You will help eliminate single points of failure in the system diagnostics and troubleshooting process. This role is essential to helping Evolv achieve (and exceed) its goals for Express installs in 2023.

Success in the Role: What are performance outcomes over the first 6-12 months you will work toward completing?

In the first 30 days, you will:

• Become an integral team member and get up to speed on who's who in Engineering, Tech Support, and Field Service
• Learn how Express works from top to bottom
• Learn MyEvolv Portal tools for Field Service support
• Attend weekly Engineering/Service Activity Review meetings
• Learn our existing troubleshooting tools

Within 3 months, you will:

• Be able to triage Jira tickets escalated from the field:
• Recognize when tickets contain enough/correct information and remedy when they don’t
• Handle the issue yourself or pass it on to someone better suited

By the end of the first year, you will:

• Help reduce escalation rate for at least one common field issue
• Specify new tools and/or tool improvements, working with the Technical Product Managers to write Technical Requirements Documents
• Improve efficiency through automation
• Document common troubleshooting workflows
• Create metrics to track the rate and type of issues escalated into Engineering, establish baselines and objectives for measured improvement
• Identify process gaps, proposing and helping to implement improvements
• Streamline the escalation of field service issues to engineering

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Develop problem solving acumen by using critical thinking, log parsing, logical reasoning, problem solving, curiosity, and pattern matching to unravel technical field issues
• Strengthen software development proficiency by implementing diagnostic tools, improvements, instrument system code, and write Technical Requirements Documents to specify work for yourself and others
• Work well with others from a broad variety of backgrounds and various walks of software life
• Communicate effectively with Technical Support, Field Service, Software Engineers, Hardware Engineers, as well as customers
• Recognize and exploit opportunities to make the field service issue resolution workflow more efficient and effective by placing tools, automation and process where needed

What is the leadership like for this role? What is the structure and culture of the team?

• You will join the R&D organization, reporting to the Sr. Director of Software Delivery, working directly with more than 20 software engineers and interfacing closely with the Field Service organization
• The team culture is based on trust, collaboration, and ongoing development through kindness, authenticity, courage, drive and fun!

Where is the role located?

• This role is based in Waltham, MA with flexibility in being remote some days
• Travel – up to 30% to customer sites

Benefits

If you want to solve one of the most difficult issues of our time and save lives doing it, you want to work at Evolv. We are passionate, knowing that what we do and how we do it can affect life or death situations for our customers. At Evolv, you will have unparalleled exposure to all aspects of our business, working with a talented team that shares our vision for a safer world. If you are inspired by invention and gain satisfaction from seeing how your work impacts the bigger picture, Evolv will be a great fit.

• Equity is an important component of every compensation package
• Flexible work environment
• Unique culture
• Medical and dental insurance
• 401(k) plan
• Unlimited vacation policy
• $300 per quarter to spend on the perks that are most meaningful to you
• Tuition Reimbursement

Evolv Technology (“Evolv”) is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We welcome and encourage diversity in the workplace, and all employment decisions are made without regard to race, color, religion, national, social or ethnic origin, sex (including pregnancy), age, disability, HIV Status, sexual orientation, gender identity and/or expression, veteran status, or any other status protected by law in the locations where we operate. Evolv will not tolerate discrimination or harassment based on any of these characteristics.

Evolv is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. If you need a reasonable accommodation as part of the job application process, please connect with us at [email protected].