<p>ID Quantique (IDQ) as part of IONQ, is a global leader in quantum-safe communications and quantum detection systems. We provide solutions to protect governments, telecommunication infrastructures, and banking & financial institutions from the "harvest-now, decrypt-later" threat, delivering both terrestrial and space-based quantum-safe networks in live operation globally. Our Quantum Detection Systems push the limits of single-photon detection, powering breakthroughs in quantum communication, sensing, computing, and ultra-sensitive imaging in partnership with top researchers and tech innovators worldwide</p> <p>As we continue to grow and advance our technological capabilities, we are seeking a talented and dedicated Field Service Engineer to join our team in US. In this role, you will be responsible for providing technical assistance and support (remote and on site) to our SNSPD (Superconducting Nanowire Single Photon Detector) systems' customers, and ensuring their inquiries and issues are addressed promptly and effectively. As this product embeds a lot of different technologies (cryogenics, high vacuum, RF electronic, optical, PLC software, high-level software, network, etc.), this position requires a broad technical expertise, in addition to good communication skills and customer-centered approach.</p> <p>Responsibilities:</p> <ul> <li>Serve as the primary point of contact for customer inquiries and technical support requests, specifically on our cryogenic single photon detectors. </li><li>Diagnose and troubleshoot technical issues reported by customers, providing timely and accurate solutions. </li><li>Handle product training and installation, as well as guidance to customer, remotely or on customer site. </li><li>Collaborate with internal teams including R&D, Test and Manufacturing department, to escalate and resolve complex customer issues. </li><li>Document customer interactions, including issues reported and solutions provided. </li><li>Continuously improve customer support processes and procedures to enhance the overall customer experience. </li><li>Assist in the development of support documentation, FAQs, and knowledge base articles to help customers troubleshoot common issues independently. </li><li>Stay up to date on product features, updates, and industry trends to better assist customers and provide proactive support. </li></ul> <p>You'd be a good fit with:</p> <ul> <li>Undergraduate or graduate degree in Physics, Engineering Physics, Electrical Engineering or similar </li><li>A demonstrated interest and experience in deploying precise and cutting-edge physics/optical instruments will be a plus </li><li>Deep hands-on experience in at least three of the following: Cryogenics, (High Vacuum), Optical Metrology, RF Electronics, PLC Programming, or Network Architecture. </li><li>A proven track record of troubleshooting complex, multi-disciplinary systems where hardware and software intersect. </li><li>Ability to translate complex technical "hows" into clear "whys" for diverse stakeholders. </li><li>Valid driver's license and a willingness to travel for global on-site installations and high-level support. </li><li>A self-starting mindset with the patience to navigate high-pressure technical roadblocks and the agility to thrive in a collaborative, fast-paced team. </li></ul> <p>You'd be a great fit with:</p> <ul> <li>You don't just know three of the domains listed above; you understand how they influence each other (e.g., how RF noise affects optical measurements in cryogenic environments). </li><li>Experience managing end-to-end installations or complex site surveys independently in international or sensitive environments. </li><li>You have a "Product Ownership" mindset-you don't just fix the bug; you identify the root cause and suggest design improvements to the R&D team. </li><li>Proficiency in specific industry tools (e.g., LabVIEW, Python for automation, or advanced CAD viewers) that speed up the diagnostic process. </li><li>Fluency in a second or third language, reflecting our global customer base. </li><li>A history of coaching junior engineers or creating technical documentation that elevates the whole team's knowledge base. </li></ul> <p>Location: This role will be based on-site at our Boston, MA office. We are open to hybrid and remote options for the right candidate.</p> <p>Travel: 70%</p> <p>Job ID: 1373</p> <p>The approximate base salary range for this position is $110,336 - $144,459. The total compensation package includes base, bonus, and equity.</p>