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Hayden AI logo
Hayden AI

Smart Traffic Management Platform Powered by Artificial Intelligence

Field Support Specialist

Field EngineerField EngineerOtherRemoteSeniorTeam 51-200H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

123 days ago

Salary

$34 - $55 / hour

Seniority

Senior

Bachelor Degree4 yrs expEnglishLinux

Job Description

Field Support Specialist

Hayden AI

• 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

Job 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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