Field Support Specialist

Role Overview

• 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

Tech Stack

• Linux

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