Field Support Specialist
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Job Description
Field Support Specialist providing Tier 2 technical support for hayden.ai endpoint devices. Analyzing complex issues and collaborating with engineering to resolve incidents and improve reliability.
Responsibilities:
- Reports directly to the Sr. Manager of Field Services
- Provide Tier 2 technical support for hayden.ai endpoint devices, serving as an escalation point from Tier 1 support and field technicians
- Deliver advanced remote troubleshooting and diagnostic support to field technicians during installations, maintenance, and incident response
- Analyze complex hardware, software, network, and system-level issues, determining root cause and driving issues to resolution
- Monitor production, pilot, and test fleets, proactively responding to alerts, anomalies, and escalated client-reported issues
- Own and manage escalated tickets through resolution, ensuring clear documentation, timely updates, and adherence to SLAs
- Collaborate closely with Engineering, Product, and Field Operations to resolve recurring or systemic issues and implement long-term fixes
- Identify trends in incidents and failures, contributing to improvements in system reliability, performance, monitoring, and tooling
- Develop and maintain dashboards, runbooks, and troubleshooting guides to support Tier 1 teams and field technicians
- Support quality initiatives by assisting with inspection, testing, and evaluation of hardware and software in field environments
- Build and enhance tools, automation, and diagnostic workflows to reduce manual effort and prevent incident recurrence
- Participate in post-incident reviews, providing root cause analysis and actionable recommendations
- Ensure compliance with established processes for escalation, change management, and incident handling
- Meet or exceed service level agreements (SLAs) and operational performance metrics
Requirements:
- Bachelor’s degree or 4+ years of experience in a technical support role
- Photo Enforcement industry Experience preferred
- Comfortable with various SW tools, such as JIRA, Smartsheet, Excel and Google Sheets.
- Experience with troubleshooting windows and linux based endpoint devices
- Excellent analytical and problem-solving skills
- Fluent in business process analysis with an eye on continuous improvement.
- Hands-on approach in taking charge of issues and seeing them through to resolution.
- Ability to operate under deadlines while still meeting standards.
- Excellent verbal and written communication
Benefits:
- Options for medical, dental, and vision coverage for employees and dependents (for US employees)
- Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA)
- 401(k) with 3% company matching
- Unlimited PTO
- Daily catered lunches in our San Francisco office
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