Lead, Field Maintenance Support

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.

OUR VALUES

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.

ABOUT THE JOB

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.

Responsibilities:

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 Assurance & Vendor Performance:

Field Validation: Ensure maintenance work is validated before a technician leaves the site and that the original issue has been fully resolved.

Documentation: Ensure technician findings, photos, troubleshooting steps, replaced hardware, and final resolution are accurately documented.

First-Time-Fix: Identify opportunities to improve technician preparation and increase first-time resolution while reducing repeat visits.

Vendor Performance: Monitor field service partners against response time, resolution quality, documentation, repeat visits, and RADAR standards.

Recurring Issue Identification: Identify patterns across maintenance incidents and partner with Engineering, Support, and Operations on corrective and preventative actions.

Training and Development:

Technician Enablement: Develop and deliver training for field technicians and service partners supporting RADAR technology.

Troubleshooting Standards: Build and maintain field troubleshooting guides, technician procedures, escalation paths, and maintenance runbooks.

Knowledge Sharing: Share field findings and lessons learned with Customer Support, Deployment Operations, Engineering, and other internal teams.

Continuous Improvement: Improve field maintenance workflows as RADAR expands across customers, store formats, and geographies.

Support Team Development: Help Customer Support build stronger field troubleshooting capabilities and reduce unnecessary dependency on Engineering.

Support Operations & Escalation:

Incident Prioritization: Ensure field maintenance incidents are prioritized appropriately based on customer and system impact.

Escalation Management: Identify when issues require deeper Engineering, Deployment, vendor, or customer involvement and drive those escalations through resolution.

Operational Visibility: Maintain clear visibility into open field incidents, aging tickets, recurring failures, and operational risks.

Cross-Functional Partnership: Work closely with Support, Engineering, Deployment Operations, Logistics, and customer teams to resolve complex field issues.

Process Improvement: Use support and maintenance data to identify opportunities to improve system reliability, technician effectiveness, and the overall customer experience.

ABOUT YOU

Required :

You have experience in technical support, field service, IT infrastructure, retail technology, IoT, systems integration, or a related field.

You have experience supporting technology deployed across multiple physical locations.

You have strong technical troubleshooting skills across hardware, networking, connectivity, power, cabling, and related infrastructure.

You have experience coordinating or managing third-party technicians, field service providers, MSPs, or systems integrators.

You are comfortable troubleshooting technical issues remotely while guiding technicians through onsite resolution.

You have strong ownership and are comfortable remaining accountable for an issue even when multiple teams or vendors are involved.

You have strong prioritization and escalation judgment and can distinguish between issues that can be resolved remotely and those requiring onsite intervention.

You have strong written and verbal communication skills and can communicate clearly during active customer-impacting incidents.

You are comfortable working in a dynamic environment where processes are still evolving and helping build the structure required to scale.

You are able to identify patterns across individual incidents and translate them into broader process or reliability improvements.

You are self-motivated and able to work independently with minimal oversight, taki