Technical Support Specialist

Job Description

Technical Support Specialist | Hayden AI

The Tone:
This is a full-time role at Hayden AI. The company is dedicated to leveraging computer vision to solve real-world challenges for transit systems and government agencies. This involves developing innovative mobile perception systems for applications such as bus lane and bus stop enforcement, as well as broader transportation optimization. As the first line of support, this specialist plays a critical role in ensuring the continuous uptime and optimal performance of Hayden AI’s equipment and systems, directly contributing to enhanced street safety and sustainable urban futures.

The TL;DR
• Role: Full Time
• Team: Reports to the Sr. Manager of Field Services
• Mission: To maintain equipment uptime and system performance by providing timely and effective support.
• Tech Stack: JIRA, Smartsheet, Excel, Google Sheets

What You’ll Actually Do
• Provide Tier 1 Support: Serve as the initial point of contact for technical issues, delivering Tier 1 support for the company’s endpoint devices and addressing challenges encountered during remote field operations.
• Monitor System Health: Proactively monitor the production, pilot, and test fleets, alongside automated alerts, to identify and respond promptly to any issues impacting system performance or equipment uptime.
• Manage Incident Workflow: Create, manage, and prioritize ticket queues using industry-standard systems to ensure quick and efficient resolution of incoming support calls, messages, and client-reported escalations.
• Troubleshoot and Escalate: Conduct initial hardware and software troubleshooting, perform root cause analysis, and follow established processes to escalate complex or unresolved issues to the engineering team when necessary.
• Collaborate and Assist: Partner with senior team members to generate reports and update system health dashboards, while also providing essential troubleshooting guidance and support to field technicians, and participate in larger team-led projects.

The Must-Haves
• Background: An early career professional with foundational knowledge and an interest in technical support.
• Experience: 1-2 years of direct experience in a technical support role, providing essential first-line assistance for hardware and software systems.
• Skills: Demonstrated proficiency with various software tools including JIRA, Smartsheet, Excel, and Google Sheets, coupled with excellent analytical and problem-solving capabilities to diagnose and resolve technical issues.
• Bonus: Bachelor’s degree, a proactive, hands-on approach to taking ownership of issues from inception to resolution, along with a proven ability to manage multiple tasks and meet deadlines while maintaining high quality standards.