--- title: 'Lead, Field Maintenance Support at RADAR' canonical: 'https://feeny.ai/job/lead-field-maintenance-support-radar-new-york-t6ptn457ty7x' type: 'job' last_seen: '2026-09-11' --- # Lead, Field Maintenance Support at RADAR - **Company:** RADAR - **Location:** New York, NY - **Posted:** 2026-08-25 - **Last confirmed live:** 2026-09-11 - **Apply:** https://job-boards.greenhouse.io/radar/jobs/8148355 ## Job description ## 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, taking initiative to identify and resolve issues before they escalate. - You follow issues through to full resolution, seeing a case from initial troubleshooting to final validation and closure. Preferred: - You have experience supporting technology within retail stores or another distributed physical environment. - You have previous experience with RFID, IoT devices, sensors, networking equipment, PoE, structured cabling, or low-voltage systems. - You have experience managing regional or nationwide field service partners. - You have experience with hardware replacement, spare inventory, RMA, and asset lifecycle processes. - You have experience developing technician training, troubleshooting documentation, or certification programs. - You have experience using systems such as Zendesk, Jira, or field service management platforms. - You are willing to support occasional nights, weekends, or holidays when required for critical field escalations. ## WHAT YOU'LL DO In your first 30 days, you will: - Learn about Radar's mission, technology, deployed hardware, and Customer Support organization. - Meet key partners across Customer Support, Engineering, Deployment Operations, Logistics, and other Operations teams. - Learn the current Support escalation, field dispatch, RMA, and hardware troubleshooting processes. - Participate in active field maintenance cases alongside existing team members and field service partners. - Begin learning common field failure modes and how RADAR validates successful resolution. In your first 60 days, you will: - Begin independently owning field maintenance escalations from initial triage through resolution. - Coordinate field technicians, customer contacts, replacement hardware, and internal technical resources. - Provide remote troubleshooting guidance to technicians working onsite. - Identify gaps in existing technician procedures, escalation paths, documentation, and field maintenance workflows. - Begin tracking repeat visits, recurring failure types, field partner performance, and opportunities to improve first-time resolution. - Build stronger feedback loops between Customer Support, Field Maintenance, Deployment Operations, and Engineering. In your first 90 days, you will: - Take ownership of RADAR’s day-to-day field maintenance support operation and associated field service partners. - Establish clear standards for when field dispatch is required, technician readiness, onsite troubleshooting, validation, and case closure. - Improve field maintenance runbooks, troubleshooting procedures, technician training, and escalation paths. - Establish visibility into key field maintenance metrics, including response time, time to resolution, first-time-fix rate, repeat truck rolls, and recurring field failures. - Identify systemic field issues and work with Engineering and Operations teams to drive corrective and preventative improvements. - Help establish a scalable field maintenance support model capable of supporting RADAR’s continued customer and store growth. At RADAR, your base pay is one part of your total compensation package. The expected base salary range for this position is $105,000-$140,000. Individual pay is determined by work location and additional factors,  including job-related skills, experience and relevant education or training.You will also be eligible to receive other benefits including: equity, comprehensive medical and dental coverage, life and disability benefits, 401k plan,  flexible time off, and paid parental leave. The pay range listed for this position is a good faith and reasonable estimate of the range of possible base compensation at the time of posting. 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. ## About RADAR ## Company Overview - **One-liner**: Radar is the all-in-one location platform that helps teams fight fraud, optimize operations, and engage customers at scale using accurate, real-time geolocation data. - **Entity Type**: Private (raised $85.5M in funding) - **Headquarters**: New York, NY (Flatiron district) - **Founded**: 2016 - **Founders**: Nick Patrick (CEO) and Coby Berman (COO) ## Core Business - **Primary industry**: Location infrastructure and intelligence (geolocation APIs, geofencing, fraud detection, maps) - **Target customers**: B2B – high-growth startups to Fortune 500 enterprises (e.g., DICK'S Sporting Goods, T-Mobile, Inspire Brands, bet365) - **Mission/purpose**: Connect the digital and physical worlds with location infrastructure for every product and service. ## Products & Services - **Geofencing & Location Tracking**: Hyper-accurate geofencing and real-time location tracking built for enterprise demands. Collects location data via GPS, Wi-Fi, IP, and more. - **Maps API**: Customizable maps, geocoding, search, and routing APIs at a fraction of the cost of legacy providers. - **Fraud Protection**: Verify user location, stop fraud, and stay compliant across global operations. - **Optimization (Operations)**: Track pickups, deliveries, and field operations with complete real-time visibility. - **Engagement**: Deliver location-triggered messages and experiences to users at the right moment. - **SDKs & Developer Tools**: Modern SDKs and APIs for fast integration (iOS, Android, Web) with a few lines of code. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed - **Key Metric**: $85.5M total funding raised; 1 billion API calls per day; 300M+ installed devices; 1,000+ installed apps; thousands of customers - **Notable Investors/Partners**: Accel, Insight Partners - **Growth Signals**: Named to Crain’s top 10 best places to work in NYC 2025; actively hiring across engineering, product, customer experience, and operations; expanding from retail into fraud, logistics, and AI-driven use cases. ## Competitive Advantages - **Proprietary infrastructure** that delivers more accurate, real-time location data than legacy solutions or building in-house. - **Cost-effective all-in-one platform** (geofencing, maps, fraud, engagement) – economies of scale make it cheaper than alternatives. - **Developer-friendly** – modern SDKs/APIs, fast integration, and enterprise-grade support. - **Enterprise scale** – handles 1B+ API calls/day and runs on hundreds of millions of devices globally. ## Strategic Focus - Capitalizing on the AI-first world where accurate, real-time geolocation is critical for fraud detection, personalization, and automation. - Moving beyond retail into broader industries (logistics, gaming, financial services, etc.). - Continuing to invest in fraud and optimization solutions while maintaining developer experience and cost leadership. ## Why Work Here - **Culture**: High-performance, apolitical, mission-focused. Described as "not an easy place to work" but "the most rewarding job of your career." Values include raising the bar, walking a mile (customer understanding), pushing the pace, and playing offense. - **Work model**: Mostly in-person from NYC office (4-5 days per week). Remote roles available for some positions (e.g., field deployment, accounting). - **Perks**: Competitive salary, meaningful stock options, 401(k) with 4% match, 100% health/dental/vision coverage for employees, 12 weeks paid parental leave, unlimited PTO, catered lunches, monthly team events, commuter and fitness benefits. - **Engineering culture**: Emphasis on shipping fast, solving hard problems, and high standards. Many engineering roles open (ML, mobile, platform, systems). ## Sources 1. [radar.com](https://radar.com/) – Product overview, platform details 2. [radar.com/careers](https://radar.com/careers) – Careers page, values, benefits, office culture 3. [radar.com/about](https://radar.com/about) – Company history, founders, funding, metrics 4. [job-boards.greenhouse.io](https://job-boards.greenhouse.io/radar) – Open job listings and role descriptions 5. [builtinnyc.com](https://www.builtinnyc.com/company/radar/) – Company summary, employee count, office policy, awards ## Other roles at RADAR - [Customer Support Specialist](https://feeny.ai/job/customer-support-specialist-radar-new-york-aqxyqbcwbwpy) — New York, NY - [Senior Systems Engineer](https://feeny.ai/job/senior-systems-engineer-radar-san-diego-s208pxwhtfa6) — San Diego, CA / Sunnyvale, CA / Seattle, WA / OR New York, NY - [Director, Business Development](https://feeny.ai/job/director-business-development-radar-new-york-phrsa2d95kr5) — New York, NY - [Human Resources Business Partner](https://feeny.ai/job/human-resources-business-partner-radar-new-york-kqfskaw3929f) — New York, NY - [Software Engineering Manager, General Platform](https://feeny.ai/job/software-engineering-manager-general-platform-radar-sunnyvale-bzpzh651q766) — Sunnyvale, CA - [Manager, Strategic Operations](https://feeny.ai/job/manager-strategic-operations-radar-new-york-ptzka9axj2tv) — New York, NY - [Senior Manager, Brand Marketing](https://feeny.ai/job/senior-manager-brand-marketing-radar-new-york-dhva8x34rqtw) — New York, NY - [IT Manager](https://feeny.ai/job/it-manager-radar-san-diego-y8x31m5kvmvm) — San Diego, CA - [Staff Software Technical Program Manager, Platform](https://feeny.ai/job/staff-software-technical-program-manager-platform-radar-seattle-wa-or-sunnyvale-6dtw1hernvwh) — Seattle WA OR Sunnyvale, CA - [Accounting Manager](https://feeny.ai/job/accounting-manager-radar-remote-mypmnpw5fbfj)