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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingroot cause analysisincident responsesystem reliabilityperformance monitoringautomationdiagnostic workflowschange managementbusiness process analysis

Soft Skills

analytical skillsproblem-solving skillscommunication skillscollaborationtime managementattention to detailcontinuous improvementhands-on approachadaptabilitycustomer service