Hardware Support Engineer

Summary

Join AirGarage as a Senior Hardware Support Engineer and play a key role in maintaining the performance of our nationwide fleet of connected devices. You will bridge operations and engineering, working closely with the hardware ops team, primarily remotely with occasional travel. This role goes beyond typical support; you will write and ship code, debug issues, tune devices, build internal tools, and contribute to backend software. You will be responsible for providing regular performance reports, conducting fleet-wide health assessments, minimizing downtime, collaborating with the Hardware Operations team, escalating issues, acting as a feedback loop, and contributing to core backend software. AirGarage offers a remote-first work environment, comprehensive health insurance, unlimited PTO, a 401k plan, team off-sites, and opportunities for professional growth within a rapidly expanding company.

Requirements

• 5+ years of professional experience as a support engineer
• Demonstrated experience managing distributed Linux-based hardware appliances
• Experience developing internal tools for device observability, alerting, updates, etc
• Background in cellular (4G LTE, CAT 4, CAT 1bis, 5G RedCap), WiFi, WiFi HaLow, or other wireless connectivity
• Familiarity with git flow and Github/Github Actions for version control and continuous integration
• Willingness to travel to locations for troubleshooting (roughly 20% travel)
• Experience working closely with engineering and field operations teams in an agile environment
• Excellent written and verbal communication skills
• Self-starter who thrives in a fast-paced, ownership-driven environment

Responsibilities

• Serve as the primary internal support contact for hardware, working closely with Sales, Operations, and Engineering to ensure smooth deployments
• Provide regular reports to Operations and Sales teams detailing per-site hardware performance trends, device uptime, and any chronic or systemic issues affecting service quality
• Test and tune hardware appliances during or post-installation, including adjusting camera exposure settings, detection modes, and other parameters to ensure optimal on-site performance
• Conduct periodic fleet-wide health assessments to detect performance degradation, systemic issues, or underperforming devices, and recommend firmware or deployment improvements
• Minimize downtime and on-site intervention by resolving device incidents remotely through log analysis, metrics review, and remote debugging tools
• Collaborate with the Hardware Operations team to relay field observations, improve install practices, and coordinate on-site resolutions when remote fixes are not possible
• Escalate unresolved hardware or software issues to the appropriate engineering teams with detailed context, logs, and reproduction steps to ensure timely resolution and continuous improvement
• Act as a feedback loop between the field and product teams, surfacing recurring pain points or feature gaps observed through support and performance monitoring activities
• Contribute to core backend software services as needed for device integration
• Build internal tools and scripts to streamline setup, diagnostics, and ongoing monitoring of hardware in the field, enabling faster support and proactive maintenance
• Author and maintain clear repair and troubleshooting instructions, incorporating feedback from field teams and device data to drive operational efficiency and improve support consistency

Benefits

• Equity: Have a stake in the business that you’re helping to build and grow
• Work remotely: Live and work wherever you like! We believe in folks working where they are happiest and most productive. We currently hire teammates that are located anywhere within North America
• Health insurance: We offer health insurance and currently cover 85% of the cost of medical plans for the primary employee and 50% of the cost of plans for dependents
• Home office setup: Get a laptop + additional equipment needed to set you up for success
• Time to recharge: We have an unlimited PTO policy with a minimum requirement of 10 days per year
• 401k: Make financial planning right for you with a 401k retirement savings program
• Team Off-sites: ~2 times per year our team comes together for a full week in places like Tahoe, Puerto Vallarta, San Diego, and Austin
• BookGarage: Our team loves to learn and grow together so join us for our optional recurring book club
• Room to grow: Our team will be orders of magnitude larger within a few years, as a part of our foundational team you'll have opportunities to grow with us
• Transform our cities: The opportunity to change the way that the world thinks about real estate use in our cities
• Work with a diverse team: At AirGarage, we've always been committed to building a thriving team that represents the communities we serve. Our team is currently 40% female and 30%+ from underrepresented communities