[Remote] Hardware Support Engineer - Field Device Operations at Panopto

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Retail Security, Loss PreventionIndustries

Requirements

3+ years of POSIX/Linux systems administration experience (Red Hat, Ubuntu, or similar distributions)
Experience with firmware management and updates for embedded devices or IoT hardware (Raspberry Pi, Arduino, NUC)
Network troubleshooting skills including TCP/IP, routing, VPNs, and firewall configuration
Command-line proficiency with bash/shell scripting for automation
Experience with remote device management and monitoring tools
Knowledge of POS integration and transaction data handling
Experience with embedded Linux systems and ARM-based hardware
Strong analytical and problem-solving skills for remote troubleshooting
Excellent documentation and communication skills
Ability to work independently and manage multiple concurrent issues
Experience with ticketing systems and incident management processes
Willingness to provide occasional after-hours support for critical issues
Preferred Qualifications
Administration of applications running on AWS (EC2, S3, IoT, ECS, Fargate, Cloudwatch etc.)
2+ years experience writing and maintaining Python scripts or applications
Understanding of IP camera systems and video streaming protocols (RTSP, ONVIF)
Experience with configuration management tools (Ansible, Docker, IoT/Greengrass, K8s)
Knowledge of video analytics or retail technology systems
Experience with database systems for device logging and monitoring
Certification in Linux administration (RHCE, LPIC) or network management
Previous experience in retail, security, or IoT device management

Responsibilities

Monitor, maintain, and troubleshoot a large fleet of cameras, camera relays, video displays and POS transaction relay devices
Perform remote firmware updates and configuration changes across distributed hardware
Diagnose and resolve hardware connectivity, performance, and operational issues
Coordinate with field technicians for on-site installations and repairs when remote resolution isn't possible
Manage installations of POSIX/Linux-based embedded systems, AWS IoT, Windows services and field devices
Configure and maintain device networking, including USB network interfaces, VPN connections and firewall rules
Implement automated monitoring and alerting for device health and performance
Maintain device inventory, documentation, and configuration management systems
Support new location installations by configuring devices pre-deployment
Create and maintain installation procedures and technical documentation
Provide technical guidance to field installation teams
Validate device functionality and network connectivity post-installation
Analyze device performance data to identify optimization opportunities
Implement standardized configurations and deployment procedures
Develop automation scripts for routine maintenance and monitoring tasks
Collaborate with engineering teams on device selection and deployment strategies

Skills

Key technologies and capabilities for this role

LinuxAWS IoTWindowsPOSIXEmbedded SystemsFirmware UpdatesVPNFirewall RulesNetworkingUSB Network InterfacesAutomated MonitoringAlertingConfiguration ManagementTroubleshootingSystem Administration

Questions & Answers

Common questions about this position

Is this Hardware Support Engineer position remote?

Yes, this is a fully remote position.

What technical skills are required for this role?

Required skills include 3+ years of POSIX/Linux systems administration (Red Hat, Ubuntu or similar), firmware management for embedded devices or IoT hardware (Raspberry Pi, Arduino, NUC), network troubleshooting (TCP/IP, routing, VPNs, firewalls), command-line proficiency with bash/shell scripting, and knowledge of POS integration and embedded Linux/ARM hardware.

What is the salary or compensation for this position?

This information is not specified in the job description.

What is the company culture like at Panoptyc?

Panoptyc is a fully remote, rapidly growing team on a mission to revolutionize loss prevention using visual AI, inviting top talent worldwide to join in reshaping retail security.

What makes a strong candidate for this Hardware Support Engineer role?

Strong candidates will have 3+ years of POSIX/Linux admin experience, skills in firmware management, network troubleshooting, bash scripting, and hardware knowledge in POS and embedded systems, plus strong analytical problem-solving, documentation, and communication skills.

Panopto

Video management and streaming solutions provider

About Panopto

Panopto provides a video management and streaming platform tailored for businesses and educational institutions. Users can easily record, manage, and share video content securely, with the software compatible with both Windows and Mac systems. This allows individuals to create professional-quality videos without needing advanced technical skills. Panopto serves over 1,000 clients globally, including major companies and universities, and operates in the expanding enterprise video content management market, which supports live streaming, video recording, and secure hosting. The platform is subscription-based, offering features like interactive quizzes and advanced search capabilities, making it useful for corporate training and academic purposes. Panopto's goal is to facilitate effective video communication and learning by providing a comprehensive and user-friendly video solution.

Seattle, WashingtonHeadquarters

2007Year Founded

$47.2MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Enterprise Software, EducationIndustries

51-200Employees

Benefits

Remote Work Options

Flexible Work Hours

Risks

Emerging competitors offering similar features at lower costs threaten Panopto's market share.

Rapid AI advancements may outpace Panopto's current capabilities, risking obsolescence.

Reliance on AWS Marketplace poses risks if AWS policies or pricing change negatively.

Differentiation

Panopto offers AI-powered video management solutions for education and enterprise sectors.

The platform integrates seamlessly with Learning Management Systems for enhanced educational experiences.

Panopto's certification of third-party hardware enhances its ecosystem of compatible tools.

Upsides

Growing demand for AI-driven video analytics in education boosts Panopto's market potential.

Expansion into AWS Marketplace simplifies procurement and deployment for enterprise customers.

Localized content hosting, like Japan cloud hosting, meets regional compliance needs.

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