Systems Integration Engineer (Field, Quantum Systems)

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

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.

 

Responsibilities:

• Serve as the primary point of contact for customer inquiries and technical support requests, specifically on our cryogenic single photon detectors. 
• Diagnose and troubleshoot technical issues reported by customers, providing timely and accurate solutions. 
• Handle product training and installation, as well as guidance to customer, remotely or on customer site. 
• Collaborate with internal teams including R&D, Test and Manufacturing department, to escalate and resolve complex customer issues. 
• Document customer interactions, including issues reported and solutions provided.
• Continuously improve customer support processes and procedures to enhance the overall customer experience.  
• Assist in the development of support documentation, FAQs, and knowledge base articles to help customers troubleshoot common issues independently. 
• Stay up to date on product features, updates, and industry trends to better assist customers and provide proactive support.

 

You’d be a good fit with:

• Undergraduate or graduate degree in Physics, Engineering Physics, Electrical Engineering or similar
• A demonstrated interest and experience in deploying precise and cutting-edge physics/optical instruments will be a plus
• Deep hands-on experience in at least three of the following: Cryogenics, (High Vacuum), Optical Metrology, RF Electronics, PLC Programming, or Network Architecture.
• A proven track record of troubleshooting complex, multi-disciplinary systems where hardware and software intersect.
• Ability to translate complex technical "hows" into clear "whys" for diverse stakeholders.
• Valid driver’s license and a willingness to travel for global on-site installations and high-level support.
• A self-starting mindset with the patience to navigate high-pressure techni