Field Support Coordinator

About Us

At 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 Services

  Provide Tier 1 support for hayden.ai endpoint devices

  Monitor the production, pilot and test fleets, responding to alerts and client reported issues

  Create and manage ticket queues for quick resolution to issues

  Monitor all alerts and report any issues that may impact the production fleet

  Follow an established set of processes while handling issues escalating unresolved issues to our engineering team

  Partner with and provide support to senior members of the team in creating reports and updating dashboards on system health

  Root cause analysis and problem resolution follow-up

  Handle incoming support calls or messages, log them in the ticketing system

  Assist field technicians with troubleshooting steps for our field devices

  Participate in larger scale projects lead by senior members of the team or engineering

Required Qualifications:

• Bachelor’s degree preferred

• 1-2 years of experience in a technical support role

  Comfortable with various SW tools, such as JIRA, Smartsheet, Excel and Google Sheets

  Excellent analytical and problem-solving skills

  Hands-on approach in taking charge of issues and seeing them through to resolution

  Ability to operate under deadlines while still meeting standards

  Originally posted on Himalayas