Field Support Coordinator

About UsAt Hayden AI, we are on a mission to harness the power of computer vision to transform the way transit systems and other government agencies address real-world challenges.From bus lane and bus stop enforcement to transportation optimization technologies and beyond, our innovative mobile perception system empowers our clients to accelerate transit, enhance street safety, and drive toward a sustainable future.Job Summary:In this role, you are the first line of support in maintaining our equipment uptime and system performance. You will monitor the Hayden.ai 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.Responsibilities:Reports directly to the Sr. Manager of Field ServicesProvide Tier 1 support for hayden.ai endpoint devicesMonitor the production, pilot and test fleets, responding to alerts and client reported issuesCreate and manage ticket queues for quick resolution to issuesMonitor all alerts and report any issues that may impact the production fleetFollow an established set of processes while handling issues escalating unresolved issues to our engineering teamPartner with and provide support to senior members of the team in creating reports and updating dashboards on system healthRoot cause analysis and problem resolution follow-upHandle incoming support calls or messages, log them in the ticketing systemAssist field technicians with troubleshooting steps for our field devicesParticipate in larger scale projects lead by senior members of the team or engineeringRequired Qualifications:Bachelor’s degree preferred1-2 years of experience in a technical support roleComfortable with various SW tools, such as JIRA, Smartsheet, Excel and Google SheetsExcellent analytical and problem-solving skillsHands-on approach in taking charge of issues and seeing them through to resolutionAbility to operate under deadlines while still meeting standardsOriginally posted on Himalayas

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