[Hiring] Field Support Specialist @Hayden AI

Role Description

In this role, you serve as an escalation point for complex technical issues impacting equipment uptime and system performance. You will focus on advanced troubleshooting, deep system analysis, and remote support of field technicians operating in production environments. This position plays a critical role in resolving high-impact incidents, improving system reliability, and partnering closely with Engineering and Field Operations.

• 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

Qualifications

• 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