Field Service Engineer - Texas

Hyperfine; United States; Hybrid; USD 88,000 - 120,000; Full time

Job summary

Hyperfine, Inc. is looking for a Field Service Engineer to deploy, maintain, and support our portable MRI system. This hybrid role covers remote and on-site installations across the U.S.

and internationally, with 75% travel. You will be the primary customer contact, manage cases, and collaborate with cross-functional teams to resolve issues and improve service delivery. The position requires strong diagnostic skills, excellent communication, and experience with hospital workflows and cloud

Qualifications

• Hardware and software troubleshooting of medical devices.
• Experience with hospital integration workflows (PACS, RIS, MWL, cloud).
• Excellent written and verbal communication.

Responsibilities

• Provide remote and on-site technical support for installation, deployment, maintenance, troubleshooting, and repair of medical device systems.
• Serve as main point of contact for customers and distributors, ensuring timely responses and resolutions within SLAs.
• Document actions, communications, and resolutions in Salesforce CRM.
• Maintain tools and spare parts (FRUs); ensure calibration frequency/requirements.
• Collaborate with cloud engineering and network teams to resolve cloud/connectivity issues.

Skills

Hardware fault isolation

Software diagnostics

Case management

Hospital integration workflows

Strong communication

Unix/Linux experience

Education

Bachelor's degree in Engineering/CS/IT

Tools

Salesforce

JIRA

Elastic/Kibana

MS Office

AWS

Job description

Hyperfine, Inc. (Nasdaq: HYPR) is the groundbreaking health technology company that has redefined brain imaging with the Swoop ® system—the first FDA-cleared, portable, ultra-low-field, magnetic resonance brain imaging system capable of providing imaging at multiple points of care in a healthcare facility. Our mission is to revolutionize patient care globally through transformational, accessible, clinically relevant diagnostic imaging. Learn More

About The Role

Job Title : Field Service Engineer

Location : Texas, USA

SUMMARY:

The Field Service Engineer is a critical, customer-facing role that is responsible for the deployment, maintenance, and technical support of our medical imaging systems. This is a hybrid role that will support our global installation base both remotely and on‑site as needed. You will serve as the primary point of contact for customers, distributors, and internal teams, driving quick resolutions to all issues while maintaining a high level of customer satisfaction. This position requires strong technical diagnostic skills, effective cross-functional collaboration, and excellence in communication as you often work with customers from all over the globe. The Technical assistance team prides itself on strong teamwork, often backing each other up and adjusting schedules to accommodate customer needs.

Success in this role is defined by going above and beyond your traditional field service engineer responsibilities. Our team is continuously looking for ways to enhance the product line, develop unique solutions to support new global expansion, and strengthen our knowledge and training databases. You may occasionally lead training sessions both internally and with international distributors. Being part of a growing, agile company, you’ll have the opportunity to interact with many cross‑functional teams and help drive a meaningful impact on the success of our products.

Key Responsibilities

• Provide remote and on‑site technical support for installation, deployment, maintenance, troubleshooting, and repair of medical device systems.
• Serve as the main point of contact for customers, ensuring timely responses and resolutions within defined SLAs while maintaining high customer satisfaction.
• Monitor incoming support requests across multiple channels and document all actions, communications, and resolutions accurately in our Salesforce CRM.
• Maintain all tools and spare parts (FRUs) in good working condition. Accurately document proper use and ensure calibration frequency/requirements.
• Diagnose and resolve hardware, software, network, and configuration issues; support end‑to‑end system usability.
• Develop a deep understanding of product functionality including UI, hardware, software, cloud systems, MRI basics, and authentication tools.
• Create, test, and update troubleshooting workflows, upgrade instructions, knowledge articles, technical documents, and service procedures.
• Address a wide range of case types, including configuration and turn‑up, hardware/RMA replacement, feature questions, training needs, safety/regulatory issues, and enhancement requests.
• Collaborate closely with cloud engineering and network architecture teams to identify and resolve cloud, connectivity, and optimization issues.
• Support hospital system integrations such as PACS, RIS, MWL, and cloud‑based workflows.
• Ensure secure network access by following and enforcing network policies and access controls.
• Utilize tools such as Salesforce, JIRA, Elastic/Kibana, and AWS for case tracking, monitoring, and troubleshooting.
• Maintain compliance with QMS processes; complete required training and participate in internal and external audits.
• Build and maintain positive working relationships with customers, clinical teams, system users, and internal stakeholders.
• Contribute to the development of service infrastructure, including processes, documentation, and tools. Help build and support the team as needed. Participate in setting and achieving quarterly and annual OKRs/goals.
• Provide customer demos and training sessions for end users, distributors, and internal teams.
• Looking for opportunities to improve processes or product lines. Work with internal teams to drive efficiencies whenever possible.
• Participate in a rotating on‑call schedule, including evenings and weekends.
• Travel domestically and internationally as required (75% travel). Travel may be required without much notice. Ideal candidates live near a major airport and have a valid driver’s license and passport.

Knowledge & Skills

• Hardware fault isolation, component replacement, and system‑level troubleshooting.
• Software diagnostics, upgrades, logs analysis, and replication of system issues.
• Strong case management, including problem definition, data collection, action planning, and follow‑up.
• Experience with hospital integration workflows (PACS, RIS, MWL, cloud).
• Strong communication: skills written, verbal, and presentation.
• Familiarity with tools such as Salesforce, JIRA, Elastic/Kibana, MS office, and AWS (preferred).
• 1+ years of Unix/Linux experience.

Education & Experience

• Bachelor’s degree in Engineering, IT, Computer Science, or related field, or equivalent experience.
• 3+ years of experience installing, troubleshooting, repairing, or calibrating complex systems (medical devices preferred).
• 2+ years of networking experience (Ethernet, DHCP, Wi‑Fi, WPA2).

Physical & Work Requirements

• Ability to work extended hours and meet urgent deadlines.
• Ability to use standard office and technical equipment; lift 50 lbs.
• Availability for nights, weekends, holidays, and on‑call duty.
• Obtain and pass all requirements that may be needed for different vendor credentialling companies.
• Ability to drive to customer locations and maintain a driving record that meets company requirements.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of any employment Visa at this time.

The annual base salary for this position is between $88,000 - $120,000. This position is also eligible for to participate in Hyperfine's corporate bonus and equity plans. Individual compensation packages are based on various factors unique to each candidate including skill set, relevant experience, qualifications, location, position level, and other job‑related reasons.

Agency Resumes: We do not accept resumes from recruitment agencies without a prior agreement in place. Any unsolicited resumes submitted by agencies will be considered the property of Hyperfine and will not be subject to any fees or charges if the candidate is hired .

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Hyperfine’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

A \"recently separated veteran\" means any veteran during the three‑year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An \"active duty wartime or campaign badge veteran\" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An \"Armed forces service medal veteran\" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.