Edge Systems Support Engineer

We are looking for an Edge Systems Support Engineer to keep our fleet of field-deployed gas IoT-capable analyzers and industrial monitoring systems running reliably - and to be the technical backstop for the field service technicians who install and maintain them. Our equipment lives in remote, constrained, and hazardous-location sites and spans the full chain from sensors and edge compute, across industrial networks, up into our cloud platform and web application. Your job is to support that whole chain: deploy software and firmware updates to the fleet, troubleshoot issues wherever they originate, and give field techs a fast, knowledgeable first line of support.

This is a hands-on operational technology (OT) support and field-enablement role. If you're energized by figuring out why an edge device in the field dropped off the network, walking a tech through support over the phone and tracing a data gap from the analyzer all the way to the web app, this role is for you. We're looking for someone with a passion for identifying where technology processes could be improved by automation and can assist with improving quality of life for field technicians and operation teams for high-tech industrial field equipment., Reporting to the Sr. Director of Software Engineering, the Edge Systems Support Engineer will have direct responsibility for the following:

• Support the deployed edge fleet. Keep our field gas analyzers, edge devices, and monitoring systems online and healthy. Monitor fleet status, triage incoming issues, and resolve problems across remote and hazardous-location sites.
• Deploy and manage software/firmware updates. Plan, stage, and roll out updates across the edge fleet. Verify successful deployment, confirm devices come back healthy, and roll back cleanly when something goes wrong.
• Development and deployment of automation scripts utilizing various languages such as Python, PowerShell, and/or Bash Scripting.
• Overseeing monitoring dashboard creation and daily review/notifications for both Edge and Cloud infrastructure.
• Be first-line support for field technicians. Serve as the escalation point for field service techs - diagnose issues over phone or remote session, coach techs through fixes in clear non-engineer language, and quickly determine whether a problem lives in the analyzer, the edge device, the network, the cloud ingest, or the application.
• Troubleshoot across the full stack. Use a working understanding of the end-to-end architecture (sensor/analyzer * edge device * network * cloud * web app) to isolate where a fault originates and either resolve it or route it to the right team with the context already gathered.
• Configure and troubleshoot industrial communications. Work hands-on with Modbus (TCP/RTU), OPC-UA, and MQTT, plus the gateways and links that carry serial-to-Ethernet converters, cellular/satellite WAN, and similar field connectivity.
• Administering edge operating systems. Support edge compute running both Linux (Debian-based) and Windows / Windows IoT - networking, services, logs, remote access, and routine maintenance.
• Manage Operating System Disk Image and assist with flashing new images as needed. Work with the software team to deploy new software onto gold images for release during manufacturing process.
• Build and maintain support knowledge. Write runbooks, troubleshooting guides, and knowledge-base articles so field techs and support staff can self-serve, and feed recurring issues back to engineering so they get fixed at the source.
• Partner with engineering. Work with the software, edge/firmware, and analytics teams to reproduce field issues, validate fixes before they ship to the fleet, and smooth the handoff from development into the field.
• Open minded to Artificial Intelligence (AI) tools that may provide brainstorming opportunities for complex technology and engineering designs.

• Bachelor's degree in information technology, Computer Science, Electronics/Instrumentation, or a related field - or equivalent hands-on experience with a demonstrable track record.
• 3+ years in technical support, field/systems support, IT/OT support, or a closely related role supporting deployed or fielded systems (as opposed to purely cloud or back-office systems).
• Flexible self-starter and motivated to work outside scope of typical software sprints for ad-hoc support and development activities.
• Hands-on administration and troubleshooting of both Linux (preferably Debian-based) and Windows / Windows IoT environments.
• Programming/Scripting languages such as Python, Bash, PowerShell, etc.
• Working knowledge of industrial communication protocols - Modbus (TCP/RTU) required; OPC-UA and/or MQTT strongly preferred.
• Solid networking fundamentals: TCP/IP, subnetting/VLANs, remote access (SSH/RDP), and field connectivity (cellular/satellite, serial-to-Ethernet gateways).
• Scripting ability for diagnostics and automating routine support tasks (e.g., Python, Bash, or PowerShell).
• Ability to read and reason about multi-tier software architecture well enough to triage where a fault originates.
• Excellent communication skills - able to support and coach non-engineer field technicians clearly and patiently.
• Utilization of in-house AI (Artificial Intelligence) tools in order to brainstorm ideas and troubleshoot complex multi-dimensional issues.

Preferred Qualifications

• SCADA / industrial control / OT experience, ideally in Oil & Gas, energy, or another field-instrumentation industry.
• Experience supporting embedded/edge hardware (single-board computers, industrial gateways) in remote or hazardous-location (Ex-rated) environments.
• Familiarity with processgas analyzers, flow/measurement instrumentation, or PLC-driven control (e.g., Modbus to a PLC or actuator).
• Cloud experience (AWS or similar) sufficient to operate and inspect cloud-hosted services - reading logs and metrics, basic resource management, and cost awareness.
• Database familiarity (e.g., MySQL, MongoDB/DocumentDB) for querying data and diagnosing ingest issues.
• Working knowledge of JSON/YAML for configuration and APIs.
• Exposure to web application stacks (e.g., React/Flask) sufficient to triage front-end vs. back-end issues.
• Awareness of OT/IoT cybersecurity basics - credential handling, certificates, and network segmentation.

Travel Requirements

This position requires 10% travel to field sites

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Flotek creates unique solutions to reduce the environmental impact of energy on air, water, land and people. A technology-driven, specialty green chemistry and data technology company, Flotek helps customers across industrial and commercial markets improve their environmental performance. The Company serves specialty chemistry needs for both domestic and international energy markets. Flotek has an intellectual property portfolio of over 170 patents and a global presence in more than 15 countries, including North America, Latin America, the Middle East and North Africa. Flotek is based in Houston, Texas and its common shares are traded on the New York Stock Exchange under the ticker symbol "FTK." For additional information on Flotek, please visit www.flotekind.com.