Role SummaryAmperesand is deploying solid-state transformer (SST) technology into data centres and other critical sites. As our fleet grows, we need the systems and data foundations to service it at scale. We are hiring a Staff Service Systems Engineer to build them: a single, trusted service record for every unit, and the tools, processes and monitoring that keep our fleet reliable and our customers confident.
You will own the service technology stack end to end - ticketing and field service management, unit genealogy (as-built and as-maintained records), the Failure Reporting, Analysis and Corrective Action System (FRACAS), staged firmware rollout, and the design of a Network Operations Centre (NOC) that scales with the fleet. Every ticket, site visit, RMA and firmware change will connect to one unit history, so field failures link directly to Engineering, root causes are found fast, and warranty costs fall.
This is a Staff-level role with broad organisational impact. You will lead a small, growing service systems/NOC team and partner closely with firmware, software, power electronics, hardware, manufacturing and field service engineers. It suits a hands-on builder from a computer or data science background who loves diving deep into telemetry to diagnose problems, thrives in a startup, and is driven by outcomes rather than hours.
What You'll doResponsibilities- Own the service record: Design and implement one service record per unit, linking tickets, site visits, RMAs, configuration and firmware history across the fleet.
- Build the field service platform: Partner with the software team to design and build our own in-house ticketing and field service platform, defining requirements, data models and workflows, and integrating it with PLM/ERP, telemetry and engineering systems.
- Deliver unit genealogy: Establish as-built and as-maintained genealogy for every unit, down to serialised assemblies, so any unit's full history is traceable in minutes.
- Own FRACAS: Build and run the FRACAS process and tooling that links field failures to Engineering, drives root-cause and corrective action, and measurably reduces warranty cost and repeat failures.
- Drive staged firmware rollout: Partner with firmware and software teams to design and operate staged, safe over-the-air rollouts with fleet cohorts, health gates, monitoring and rollback.
- Design and lead the NOC: Design NOC processes, alerting, dashboards, on-call and escalation paths that scale with the fleet; hire and lead a small team to run them.
- Deep-dive diagnostics: Use telemetry and field data to investigate and diagnose complex unit and fleet issues, respond quickly to customer-impacting events and turn findings into fixes.
- Be a hands-on generalist: Contribute wherever needed in a startup environment - including site support, data analysis, reporting and process design.
What You'll BringRequired Qualifications- Years of experience: 8+ years in service systems, reliability, fleet/asset monitoring, NOC or field data engineering roles, including hands-on monitoring of assets deployed in the field.
- Education: BSc in Computer Science, Data Science, Electrical Engineering or a related field, or equivalent practical experience.
- Domain expertise: Deep understanding of telemetry, fleet monitoring and incident response; experience building ticketing, FRACAS, genealogy/traceability or OTA update systems.
- Leadership: Experience leading or mentoring a small team and setting technical and process standards.
- Industry experience: Energy, power electronics, data centre, industrial IoT, EV/charging, or other connected hardware fleets preferred.
- Flexibility: Willingness to travel 10-25%, including occasional multi-week deployments, and to work extended hours when fleet or customer issues demand.
- Collaboration: A team player who works well with software, electrical and hardware engineers and communicates clearly with customers.
Technical Skills- Strong programming skills in Python; SQL and data modelling
- Telemetry and time-series data stacks (e.g. InfluxDB, TimescaleDB, Grafana) on AWS or Azure
- Experience defining requirements for, or building, internal ticketing and field service tools
- PLM/ERP systems (e.g. Arena, NetSuite) for genealogy, BOM and RMA traceability
- Designing and building staged OTA firmware rollout pipelines (familiarity with tools such as Mender or AWS IoT a plus)
- Jira (advanced), including workflow design and integrations
- Alerting, observability and incident management practices; APIs and system integration
Nice to Have- Startup or early-stage hardware company experience
- Reliability engineering background (FMEA, Weibull analysis, MTBF)
- Experience setting up a NOC or 24/7 monitoring operation from scratch
- Familiarity with industrial protocols (Modbus, DNP3, IEC 61850) and SCADA/BMS integration
- Knowledge of power electronics or MV equipment
- Cloud or ITIL certifications
Working ModelEmployment Type:
• Full-time
Location:[San Francisco/Sunnyvale / Reno ]
Work Model:• Onsite
Travel Requirements:10%-25%
Onsite Collaboration Rationale:Given the highly collaborative and cross-functional nature of hardware, embedded systems, and product development, in-person partnership across engineering and product teams is critical to enabling rapid execution, technical alignment, and successful development outcomes.
Please note: This role requires working on-site 5 days a week. We do not offer hybrid or remote options.
While this role is listed for the location above, we may consider candidates in other locations on a case-by-case basis.Onsite Collaboration Rationale:Given the highly collaborative and cross-functional nature of hardware, embedded systems, and product development, in-person partnership across engineering and product teams is critical to enabling rapid execution, technical alignment, and successful development outcomes.
Pay Disclosure & BenefitsCompensation will be determined based on experience, location, and other factors permitted by law.
The benefits outlined below apply exclusively to employees located in the
United States:- Competitive Salary + Incentive Stock Options
- Medical, vision, and dental benefits for employees and their dependents, effective from the start of hire
- Company paid Basic Life, AD&D, short-term and long-term disability insurance
- 401k retirement savings plan through Empower
- Employees receive paid time off (PTO), paid sick days, and paid company holidays
- 100% paid maternal leave (12 weeks) and paternal leave (6 weeks)
The benefits outlined below apply to employees located in
Singapore:
- Competitive Salary + Incentive Stock Options
- Group medical, hospitalisation and surgical insurance, outpatient or GP coverage, group term life, dental and personal accident insurance
- Employer and employee Central Provident Fund contributions in accordance with the CPF Act (for Singapore Citizens and Permanent Residents)
- Annual leave, paid sick leave, hospitalisation leave, and all Singapore public holidays, in line with or exceeding the Employment Act
- Commuter Benefits
- Government-paid maternity, paternity, shared parental, and childcare leave in accordance with prevailing Singapore statutory entitlements
Additional benefits may be available depending on the role and employment type. Benefits are subject to the terms of applicable company policies and plans.
