Field Support Coordinator

Hayden AI•San Francisco, CA

About The Position

In this role, you are the first line of support in maintaining our equipment uptime and system performance. You will monitor our roadside environment, troubleshoot hardware/software issues, and escalate more complex problems as needed. Ensuring timely and effective support for remote field operations, using proprietary tools, industry standard ticketing systems, and clear communication to resolve incidents efficiently.

Requirements

Bachelor’s degree preferred.
1-2 years of experience in a technical support role
Comfortable with various SW tools, such as JIRA, Smartsheet, Excel and Google Sheets
Excellent analytical and problem-solving skills
Hands-on approach in taking charge of issues and seeing them through to resolution.
Ability to operate under deadlines while still meeting standards.

Responsibilities

Reports directly to the Sr. Manager of Field Services
Provide Tier 1 support for our endpoint devices
Monitor the production, pilot and test fleets, responding to issues and client reported escalations.
Create and manage ticket queues for quick resolution to issues.
Monitor all automated alerts and report any issues that may impact the production fleet.
Follow an established set of processes while handling issues escalating unresolved issues to our engineering team.
Partner with and provide support to senior members of the team in creating reports and updating dashboards on system health.
Root cause analysis and problem resolution follow-up
Handle incoming support calls or messages, log them in the ticketing system
Assist field technicians with troubleshooting steps for our field devices
Participate in larger scale projects lead by senior members of the team or engineering