Application Guide

How to Apply for Systems Engineer, Field Services

at Hayden AI

🏢 About Hayden AI

Hayden AI leverages cutting-edge artificial intelligence to revolutionize public transit and urban planning, making cities safer and more efficient. Their focus on real-world impact through technology, combined with a remote-first culture, offers a unique opportunity to work on systems that directly improve daily commutes and sustainability.

About This Role

As the Tier 3 escalation point, you'll own complex incident resolution and drive systemic improvements across production-deployed systems. This role blends deep technical troubleshooting with strategic engineering, ensuring high uptime for critical transit infrastructure. You'll be the linchpin between field operations and product teams, turning recurring issues into permanent fixes.

💡 A Day in the Life

Your morning starts by reviewing overnight escalations and prioritizing critical incidents from the ticketing system. You dive into a complex network connectivity issue affecting a fleet of cameras, collaborating with field techs to gather logs and running diagnostic scripts. By afternoon, you're documenting your findings in a post-mortem and proposing a firmware update to the engineering team, then updating the runbook for Tier 1 support.

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🎯 Who Hayden AI Is Looking For

  • Has 3+ years of systems engineering or technical support experience, with a Bachelor's in Engineering, CS, or related field.
  • Possesses advanced troubleshooting skills in both Windows and Linux endpoint devices and networked systems.
  • Brings expertise in the Photo Enforcement industry, understanding the unique operational challenges of traffic cameras and enforcement systems.
  • Is highly proficient with JIRA, Smartsheet, and Excel for tracking incidents, managing projects, and analyzing data.

📝 Tips for Applying to Hayden AI

1

Highlight specific root cause analyses you've led, including the corrective actions implemented and their impact on uptime.

2

Quantify your experience with Tier 3 escalations—mention the volume and complexity of incidents resolved.

3

Showcase your ability to create technical documentation like runbooks or decision trees; provide examples or links.

4

If you have Photo Enforcement industry experience, lead with it in your resume summary.

5

Tailor your cover letter to mention Hayden AI's mission of safer, faster transit and how your work directly supports that.

✉️ What to Emphasize in Your Cover Letter

['Emphasize your ability to bridge engineering and field operations, translating technical findings into actionable improvements.', 'Describe a specific incident where your deep-dive investigation led to a permanent fix that reduced downtime.', 'Express enthusiasm for AI-driven urban solutions and how this role contributes to real-world impact.', 'Mention your proficiency with JIRA and Smartsheet for managing escalations and documenting processes.']

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → Read about Hayden AI's specific products, such as their automated enforcement systems for bus lanes and intersections.
  • → Understand the regulatory landscape for photo enforcement in various cities and how it affects system deployment.
  • → Familiarize yourself with the company's blog or press releases to see recent deployments and partnerships.
  • → Look into the company's engineering blog or tech stack (e.g., cloud platforms, IoT protocols) to align your skills.

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 Walk me through a time you performed root cause analysis on a complex system failure. What tools did you use?
2 How would you handle a recurring hardware issue that Tier 2 cannot resolve? Describe your escalation process.
3 Explain how you would design a runbook for a new diagnostic workflow to empower Tier 1 support.
4 Given our Photo Enforcement systems, what are common failure modes you'd anticipate in camera or sensor hardware?
5 How do you prioritize multiple high-impact incidents simultaneously? Give an example from your experience.
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⚠️ Common Mistakes to Avoid

  • Downplaying the importance of documentation—this role requires creating runbooks and knowledge bases; show you value this.
  • Focusing only on troubleshooting without mentioning long-term improvements or preventive measures.
  • Not demonstrating familiarity with the transit or enforcement industry; even if you lack direct experience, show willingness to learn.

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to Hayden AI!

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