Lead, Field Maintenance

ABOUT US

E-commerce got real-time data infrastructure decades ago. Physical stores still have not. RADAR is changing that. RADAR is building the data infrastructure layer for the physical world, starting with retail. Our hardware-enabled SaaS platform uses proprietary overhead sensors, software, and AI-powered analytics to locate every product in a store, continuously, down to the fixture. We are deployed across 1,400+ stores with retailers including American Eagle Outfitters and Old Navy, processing tens of billions of real-world events every day, delivering 99%+ accuracy in complex, noisy environments - at fleet scale.

RADAR is one of the best-funded companies in retail technology, backed by a recent Series B financing at a $1 billion valuation. Inventory accuracy is only the beginning. We believe RADAR can become foundational infrastructure for the physical economy, powering new AI-driven commerce experiences across retail and beyond. Join us if you want to work on a large, unsolved, technically challenging problem with an ambitious team building category-defining technology.

• Mission-Driven:
  We’re transforming retail with cutting-edge technology and building something that truly matters.
• Collaborative Team:
  We thrive on curiosity, shared goals, and solving complex problems together.
• High Impact:
  You’ll make meaningful contributions from day one and help shape the future of our product and company.
• Clear Communication:
  We value honesty, humility, and respectful dialogue—everyone’s voice matters.
• Balanced Lives:
  We work hard, but not at the expense of well-being. We respect time, boundaries, and life outside of work.
• Diverse Perspectives:
  We believe better ideas come from diverse backgrounds, experiences, and viewpoints.
• Empathy-Driven Design:
  We build with deep respect for our end users, listening closely to their feedback and needs.

The Lead, Field Maintenance Support at Radar plays a critical role in maintaining the health and performance of RADAR technology post installation. A successful candidate will combine strong technical troubleshooting, operational ownership, vendor management, and the ability to coordinate effectively across Customer Support, Engineering, Deployment Operations, and external field service partners. The Lead Field Maintenance Support is responsible for the end-to-end lifecycle of field maintenance issues across RADAR’s deployed store footprint.

You’ll own issues from the point where remote troubleshooting identifies the need for onsite intervention, through technician dispatch, field troubleshooting, resolution, validation, and final closure. You will also help build and continuously improve RADAR’s field maintenance model: reduce avoidable onsite service visits, improving first-time resolution and MTTR, strengthening technician capabilities, and ensuring recurring field issues are identified and addressed systematically.

• Field Maintenance Operations:
  Field Escalation Ownership:
  Own Support cases requiring onsite intervention from escalation through final resolution and validation. Drive issues independently from identification through full resolution, escalating only when additional resources are required.
• Remote-to-Field Triage:
  Determine when an issue requires a technician onsite and ensure remote troubleshooting is completed before dispatch whenever possible.
• Technician Dispatch & Coordination:
  Coordinate external field service partners, technicians, customer contacts, site access, scheduling, and required materials.
• Field Troubleshooting:
  Provide remote guidance to onsite technicians troubleshooting RADAR hardware, networking, connectivity, power, cabling, mounting, and related store infrastructure. Identify root cause and implement corrective actions using analytical and technical skills.
• Resolution Ownership:
  Remain accountable for the outcome of the issue, including coordinating additional Support, Engineering, Operations, or vendor resources when required.
• Hardware & RMA Coordination:
  Partner with internal teams to coordinate replacement equipment, spare parts, RMAs, and other hardware required for field resolution.
• Quality…