Customer Asset Lifecycle Lead

Role Overview This role is based in San Francisco on a hybrid schedule (2-3 days in office), with regular hands‑on time at our South San Francisco warehouse and travel to merchant sites as the work demands. The impact you will have Own customer asset lifecycle end-to-end: deployment, swaps and replacements in the field, RMA, and end‑of‑life. Make our asset data trustworthy as we scale. Stand up the RMA process for field‑defective hardware. Triage QA failures, drive root‑cause conversations with vendors, and feed what we learn back into purchasing and engineering decisions. Guide purchasing decisions on customer peripherals (cables, charging bases, readers, printers, routers). Use field failure data to make us pickier about what we buy and ship. Drive the long tail of our Hexnode to Esper migration to completion. Own the cleanup of devices stuck in transition states. Build the troubleshooting playbooks that let our Tier 2 and eventually Tier 1 support teams resolve hardware issues without escalating. Participate in rollout and rollback initiatives for fleet‑wide hardware refreshes and configuration changes. Be a first‑class voice in the design of our fleet management tooling: per‑location device view, CMDB, and guided‑troubleshooting surface. Who you’ll work with The Senior Engineering Manager for POS (your direct manager) and the broader POS engineering team Our Logistics team on inbound and outbound flow, vendor management, and reverse logistics Our IT team on MDM, asset systems, and corporate fleet partnership Our Customer Support organization (Tier 1, Tier 2, Director of Support) on troubleshooting playbooks and escalation Our Device Labs engineer on the dividing line between EPD work and operational work External hardware vendors on QA, RMA, and root cause What we’re looking for 5+ years of relevant experience across some combination of: IT asset management, hardware support engineering, MDM administration (Esper, Hexnode, Kandji, Jamf, or similar), field operations, or customer‑facing IT for a hardware product. Direct experience with the operational reality of a deployed hardware fleet: RMA workflows, vendor RCA conversations, reverse logistics, asset data hygiene at scale. Strong systems thinking. You can look at a process that runs on tribal knowledge and turn it into something repeatable, documented, and measurable. Writing chops. Troubleshooting playbooks live or die on the quality of the writing. Comfort working with engineers as peers. You will be embedded in an engineering team and will help shape the tools we build. Track record of partnering with customer‑facing teams to make their work easier. Nice to have Background in POS, retail hardware, or another industry with deployed customer‑owned devices Experience contributing to or maintaining a configuration management database (CMDB) Familiarity with Salesforce as a system of record for hardware assets Comfort writing light scripts or SQL to investigate asset data A builder’s instinct. Owner is a company of builders, and we lean heavily on tools like Claude and Codex to turn one person’s idea into a working tool in a day. If you have used these tools (or want to) to automate your own work, stand up internal dashboards, prototype playbook surfaces, or otherwise ship beyond the limits of "what's in your job description", that energy will land well here. Prior experience as the first person in a function, with growth into managing the team that followed Pay and benefits The estimated base salary range for this role is $85,000, plus a generous pre-IPO equity package. Other benefits include comprehensive health coverage, hybrid workplace in San Francisco, unlimited PTO, plus extra fun perks. #J-18808-Ljbffr Owner.com