Field Service Engineer

About Forterra

At Forterra, we are unleashing autonomy at scale to transform the battlefield. Our mission is to build the foundational platforms that enable an intelligent ecosystem to coordinate, adapt, and execute with speed and precision even in the uncertainty and disruption of modern conflict. In an era marked by rapid technological change and evolving threats, we design for flexibility, survivability, and operational dominance.

Forterra delivers weapons, sensors, and battlefield effects through integrated autonomous networks reaching operational areas faster, safer, and without placing human lives  systems operate with distributed control, dynamic routing, and real‑time responsiveness, enabling sustained advantage across complex mission environments.

The Field Service Engineer plays a critical role in delivering advanced technical support across hardware and software systems to ensure customer success, system reliability, and operational excellence. Reporting to the Director of Customer Success, this role focuses on hands‑on field support to diagnose, troubleshoot, and resolve complex system issues.

The Field Service Engineer is responsible for maintaining system uptime, supporting deployments, and serving as a technical expert for customers, with a strong focus on root cause analysis, system integration, and continuous improvement.

This role will support extended deployments in operational field environments, including possible active combat zones.

• Monitor customer system performance and proactively identify issues across hardware and software components.
• Provide on‑site and remote support to diagnose and resolve complex system issues, minimizing downtime.
• Serve as a primary technical escalation point for customers, particularly for software, and networking‑related issues.

• Diagnose and resolve issues across systems, networking infrastructure, and software.
• Perform log analysis, system health checks, and root cause investigations for recurring or critical failures.
• Support system installations, upgrades, patches, and configuration changes in field environments.
• Troubleshoot connectivity issues (e.g., IP networking, routing, firewalls, VPNs) and system integrations.

• Work with engineering teams to debug and resolve software defects encountered in the field.
• Assist in deploying and validating software updates, ensuring system stability post‑deployment.
• Support command‑line operations, scripting, and system configuration within Linux environments.

• Maintain detailed records of service activities, including issue diagnostics, resolution processes, asset usage, and customer interactions.
• Generate comprehensive Field Reports and Work Orders to provide actionable feedback to quality and engineering teams.
• Communicate service bulletins, informational notices, and product updates effectively to internal and external stakeholders, ensuring clear understanding and implementation.

• Build strong customer relationships by acting as a trusted technical advisor.
• Provide guidance on best practices for system operation, maintenance, and performance optimization.
• Proactively identify opportunities to improve customer experience and system reliability.

• Regularly travel to various customer sites to deliver essential on‑site support, ensuring responsiveness and timely issue resolution.
• Extended deployments in operational field environments, including possible active combat zones.
• Ensure readiness and compliance with all safety standards during travel and field service operations.

• 5 or more years of relevant experience
• B.S. in computer science, engineering, robotics, or related field
• Proficiency in Linux systems (command line, system logs, basic administration)
• Solid understanding of networking fundamentals (TCP/IP, DNS, routing, firewalls, VPNs)
• Strong software troubleshooting skills, including log analysis and debugging
• Experience diagnosing complex systems involving both hardware and software components
• Ability to…