Field Service Engineer

Field Service Engineer — Customer & Technical Liaison
Company: Terradepth
Location: Fully Remote
Travel: 60–70%
Employment Type: Full-Time
About Terradepth
Terradepth is building the next generation of ocean technology by combining autonomous maritime hardware, software, data, and artificial intelligence into an integrated Ocean Operating System. We work with government and commercial customers to solve complex problems in challenging environments.
The Role
Terradepth is seeking a Field Service Engineer with startup experience to serve as a critical bridge between our customers and internal teams.
This individual will spend significant time working directly with customers to understand how they use our hardware and software, identify issues and opportunities, and translate customer feedback into clear actions for Engineering, Product, Project Management, Operations, and Sales.
This is a hands-on role for someone who enjoys working closely with both customers and technology. You will participate in customer calls, support deployments and field activities, troubleshoot technical issues, and ensure customer needs are understood and addressed internally.
Key Responsibilities
Serve as the technical liaison between Terradepth and its customers.
Participate in sales and customer calls to provide technical context and capture customer requirements.
Listen carefully to customers and translate their feedback into clear, actionable internal requirements.
Build and maintain strong customer relationships throughout the sales, deployment, and ongoing support lifecycle.
Support field deployments, demonstrations, testing, and troubleshooting of Terradepth hardware and software.
Partner with Engineering and Product teams to communicate product issues, feature requests, and technical requirements.
Work with Project Management to track customer commitments, issues, priorities, and deliverables.
Collaborate with Sales to ensure customer expectations remain aligned with Terradepth’s technical capabilities.
Identify recurring customer issues and recommend product or process improvements.
Provide feedback regarding product usability, reliability, documentation, training, and operational workflows.
Maintain customer service records, including onsite reports, runbooks, triage playbooks, and customer training materials.
Establish repeatable processes for capturing, prioritizing, and communicating customer feedback.
Work directly with hardware, software, vehicles, sensors, and field equipment as required.
Configure and troubleshoot Linux and Proxmox hosts, Windows Server guests, BMC/IPMI systems, and networks at air-gapped customer sites.
Required Qualifications
Five to ten years of experience in field engineering, systems engineering, technical support, solutions engineering, or a related role.
Government, Department of Defense, or federal contracting experience.
Active security clearance; TS/SCI preferred.
Experience working in an early-stage or fast-moving company requiring cross-functional collaboration and independent problem-solving.
Strong technical understanding of integrated hardware and software systems.
Excellent customer-facing, interpersonal, and communication skills.
Ability to explain complex technical systems to engineers, operators, executives, and customers.
Willingness and ability to work directly with technology—not solely deliver presentations.
Ability to identify the underlying cause of a customer problem and communicate it effectively to engineering and internal teams.
Comfort participating in sales discussions without serving as a traditional salesperson.
Experience troubleshooting technical problems in field environments.
Ability to prioritize competing customer needs and communicate clearly regarding commitments and timelines.
Willingness to travel regularly for customer meetings, demonstrations, deployments, and field operations.
Particularly Valuable Experience
Bachelor’s degree in engineering, computer science, robotics, oceanography, or a related technical field.
Linux systems administration experience, including hypervisors, networking, and remote management.
Experience with Windows Server.
Familiarity with hydrographic survey tools such as SonarWiz, Qimera, or CARIS.
Experience with unmanned or autonomous underwater vehicles, maritime systems, robotics, autonomous systems, sensors, sonar, or oceanographic technology.
Experience supporting government, defense, or commercial maritime customers.
Experience working directly with engineers to scope integrations and develop new capabilities.
Experience supporting deployed software platforms through upgrades, offline or air-gapped operations, and customer data ingestion and hand-back, including Absolute Ocean.
Experience supporting complex hardware and software integrations.
Military, maritime, engineering, or technical field-operations experience.
What Success Looks Like
Customers view you as a trusted technical partner.
Sales has access to a technically capable resource who can help advance customer conversations.
Engineering and Product receive clear, actionable customer feedback instead of disconnected requests.
Project Management has visibility into customer issues, commitments, deliverables, and priorities.
Customer issues are identified, communicated, and resolved quickly.
Product and Engineering develop a stronger understanding of how customers use Terradepth’s technology in real-world environments.
Startup Environment
This is a startup growth role for someone comfortable working in a dynamic environment. You may be in the field one day, on a customer call the next, troubleshooting an appliance, vehicle, or software issue, and then meeting with Engineering to explain what the customer needs.
You do not need to have every answer. However, you must know how to listen, solve problems, and ensure the appropriate people have the information needed to take action.
Benefits
Terradepth cares about the well-being of its team and offers a competitive benefits package that includes:
Comprehensive health insurance
Dental insurance
Vision insurance
401(k) retirement plan
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Work arrangement
Yes