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About the Role

The Lead, Field Maintenance Support at Radar plays a critical role in maintaining the health and performance of RADAR technology post installation. This role combines technical troubleshooting, operational ownership, vendor management, and effective coordination across various teams and external partners to manage the end-to-end lifecycle of field maintenance issues.

Responsibilities

• Own Support cases requiring onsite intervention from escalation through final resolution and validation.
• Determine when an issue requires a technician onsite and ensure remote troubleshooting is completed before dispatch.
• Coordinate external field service partners, technicians, customer contacts, site access, scheduling, and required materials.
• Provide remote guidance to onsite technicians troubleshooting RADAR hardware, networking, connectivity, power, cabling, mounting, and related store infrastructure.
• Remain accountable for the outcome of the issue, including coordinating additional Support, Engineering, Operations, or vendor resources.
• Coordinate replacement equipment, spare parts, RMAs, and other hardware required for field resolution.
• Ensure maintenance work is validated before a technician leaves the site and that the original issue has been fully resolved.
• Ensure technician findings, photos, troubleshooting steps, replaced hardware, and final resolution are accurately documented.
• Identify opportunities to improve technician preparation and increase first-time resolution while reducing repeat visits.
• Monitor field service partners against response time, resolution quality, documentation, repeat visits, and RADAR standards.
• Identify patterns across maintenance incidents and partner with Engineering, Support, and Operations on corrective and preventative actions.
• Develop and deliver training for field technicians and service partners supporting RADAR technology.
• Build and maintain field troubleshooting guides, technician procedures, escalation paths, and maintenance runbooks.
• Share field findings and lessons learned with Customer Support, Deployment Operations, Engineering, and other internal teams.
• Improve field maintenance workflows as RADAR expands across customers, store formats, and geographies.
• Help Customer Support build stronger field troubleshooting capabilities and reduce unnecessary dependency on Engineering.
• Ensure field maintenance incidents are prioritized appropriately based on customer and system impact.
• Identify when issues require deeper Engineering, Deployment, vendor, or customer involvement and drive those escalations through resolution.
• Maintain clear visibility into open field incidents, aging tickets, recurring failures, and operational risks.
• Work closely with Support, Engineering, Deployment Operations, Logistics, and customer teams to resolve complex field issues.
• Use support and maintenance data to identify opportunities to improve system reliability, technician effectiveness, and the overall customer experience.

Requirements

• Experience in technical support, field service, IT infrastructure, retail technology, IoT, systems integration, or a related field.
• Experience supporting technology deployed across multiple physical locations.
• Strong technical troubleshooting skills across hardware, networking, connectivity, power, cabling, and related infrastructure.
• Experience coordinating or managing third-party technicians, field service providers, MSPs, or systems integrators.
• Comfortable troubleshooting technical issues remotely while guiding technicians through onsite resolution.
• Strong ownership and accountability for issues involving multiple teams or vendors.
• Strong prioritization and escalation judgment.
• Strong written and verbal communication skills.
• Comfortable working in a dynamic environment where processes are still evolving.
• Ability to identify patterns across individual incidents and translate them into broader process or reliability improvements.
• Self-motivated and able to work independently with minimal oversight.
• Ability to follow issues through to full resolution.
• Experience supporting technology within retail stores or another distributed physical environment (preferred).
• Previous experience with RFID, IoT devices, sensors, networking equipment, PoE, structured cabling, or low-voltage systems (preferred).
• Experience managing regional or nationwide field service partners (preferred).
• Experience with hardware replacement, spare inventory, RMA, and asset lifecycle processes (preferred).
• Experience developing technician training, troubleshooting documentation, or certification programs (preferred).
• Experience using systems such as Zendesk, Jira, or field service management platforms (preferred).
• Willingness to support occasional nights, weekends, or holidays when required for critical field escalations (preferred).

Skills

• Technical Troubleshooting
• Operational Ownership
• Vendor Management
• Coordination
• Hardware Troubleshooting
• Networking Troubleshooting
• Connectivity Troubleshooting
• Power Troubleshooting
• Cabling Troubleshooting
• Infrastructure Troubleshooting
• Remote Guidance
• Root Cause Analysis
• Corrective Actions
• Analytical Skills
• Hardware & RMA Coordination
• Quality Assurance
• Vendor Performance Monitoring
• Documentation
• First-Time-Fix Improvement
• Recurring Issue Identification
• Training Development
• Knowledge Sharing
• Process Improvement
• Incident Prioritization
• Escalation Management
• Operational Visibility
• Cross-Functional Partnership
• System Reliability Improvement
• Technician Effectiveness Improvement
• Customer Experience Improvement
• RFID (preferred)
• IoT Devices (preferred)
• Sensors (preferred)
• Networking Equipment (preferred)
• PoE (preferred)
• Structured Cabling (preferred)
• Low-Voltage Systems (preferred)
• Zendesk (preferred)
• Jira (preferred)
• Field Service Management Platforms (preferred)

Experience Level

• Lead

Salary/Compensations

• $105,000-$140,000

Benefits

• Equity
• Comprehensive medical and dental coverage
• Life and disability benefits
• 401k plan
• Flexible time off
• Paid parental leave

About the Company

• 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.
• 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.

Equal Opportunity

• Research has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don't meet every single one. This list represents what we're ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness.