Lead Field Engineer– Dedicated Customer
CloudCover
- Remote, Oregon, United States
- Remote, Oregon, United States
About
The Lead Field Engineer provides technical participation and operational oversight for field service activities for the dedicated customer. This role is responsible for guiding technical teams, supporting complex installations and troubleshooting, and ensuring engineering standards are followed across deployments and service operations.
The Lead Field Engineer serves as a key bridge between field operations, project management, and leadership, ensuring clear communication, strong documentation, and accurate reporting of technical activities, performance metrics, and operational risks.
*Essential Duties and Responsibilities*
* Technical Leadership
o Serve as the technical resource for engineers and field technicians, onsite and remote
o Provide guidance on installations, configurations, troubleshooting, and system optimization
o Act as the escalation point for complex technical issues and L2/L3 support cases
o Ensure engineering standards, procedures, and best practices are followed
o Mentor technicians and engineers to improve technical capabilities and performance
* Communication & Collaboration
o Serve as the primary technical liaison between engineering, operations, project management, and leadership
o Communicate technical requirements, project updates, risks, and resolutions clearly to internal teams and stakeholders
o Participate in customer meetings to provide technical guidance and status updates when required
o Translate complex technical issues into clear and actionable information for non-technical stakeholders
· Deployment & Implementation
o Lead technical execution of system deployments, upgrades, and integrations
o Ensure installations meet engineering specifications and quality standards
o Support pilot deployments and large-scale rollouts across multiple locations
o Review site readiness, technical requirements, and installation plans prior to deployment
o Validate system performance and functionality post-installation
o Complete all required documentation and data collection
· Field Operations Support
o Provide real-time technical support for field teams performing installations and maintenance (proactive and reactive) services
o Assist with root cause analysis and resolution of recurring technical issues
o Ensure adherence to troubleshooting procedures and documentation standards
o Support operations teams in meeting SLA and service performance commitments
o Contribute to knowledge base articles, troubleshooting guides, and training materials
· Reporting
o Provide regular reporting on engineering activities, deployments, incidents, and performance metrics
o Track and communicate technical issues, service trends, and recurring problems
o Contribute to operational reports for leadership regarding system performance, deployment progress, and support activities
o Document lessons learned and recommendations following major incidents or deployments
o Support development of dashboards or reports that track technical KPIs and service performance
· Miscellaneous
o Other tasks as requested by management
*Requirements*
· Bachelor Degree or Technical Degree in Information Technology or Computer Science, or other related field is preferred or equivalent combination of education and experience
· Five-plus (5+) years of technical field service experience
· Experience supporting hardware deployments, networking, and system integrations
· Strong troubleshooting and diagnostic skills
· Experience mentoring or leading technical teams
*Preferred*
· Experience supporting multi-site deployments across large geographic regions
· Familiarity with IoT, digital display systems, or building automation technologies
· Experience working in service delivery environments with defined SLAs
· Knowledge of protocols such as BACnet, Modbus, SNMP, or MQTT
*Key Skills*
· Technical leadership
· Strong communication and stakeholder management
· Technical reporting and documentation
· Root cause analysis and problem solving
· Deployment planning and execution
· Cross-functional collaboration
· Operational awareness and service performance monitoring
*Physical Requirements*
· Travel required
*About CloudCover*
Founded in 2013, CloudCover is redefining how organizations manage IT maintenance and lifecycle services—making them smarter, more connected, and easier to scale. As a global provider of third-party maintenance (TPM) and IT services across servers, storage, networking, and beyond, we help partners deliver high-quality support to their customers around the world.
When you join CloudCover, you become part of a fast-growing organization supporting over 4,500 end users, hundreds of channel partners, and 250,000+ assets across 60+ countries. Backed by in-house L3 engineers, SMEs, and a global network of field service locations, our team works at the center of a truly global operation—solving complex challenges and driving real impact every day. While we are globally distributed, we are always #ONETEAM.
We empower our employees to think creatively, move quickly, and build solutions that help partners scale, reduce costs, and deliver exceptional service. Whether you’re collaborating across teams or working directly with partners, you’ll play a key role in shaping the future of IT services.Recognized by Gartner for Hybrid Maintenance Management and Channel Partner Enablement, CloudCover offers the opportunity to grow your career while helping transform how IT services are delivered worldwide.
Pay: $60,000.00 - $65,000.00 per year
Benefits:
* 401(k)
* Flexible schedule
* Health insurance
* Paid time off
Education:
* Bachelor's (Preferred)
Experience:
* technical field service: 5 years (Preferred)
* Knowledge of protocols such as BACnet, Modbus, SNMP, MQTT: 1 year (Preferred)
Work Location: Remote
Languages
- English
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