Field Services & Customer Support Specialist

High Side Technology; San Diego (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

High Side Technology is hiring a Field Services Representative to respond to user requests, troubleshoot issues, and engage with users while supporting program objectives. The role emphasizes coordinating with the FSR team, mentoring new members, and maintaining system performance through issue reproduction and reporting.

The ideal candidate will leverage problem-solving and communication skills to build strong relationships with customers and users, ensuring efficient resolution of inquiries

Qualifications

• Experience interpreting user feedback and reproducing issues.
• Ability to coordinate with a team to deliver timely support.
• Strong relationship-building with customers and users.

Responsibilities

• Coordinate with the Lead FSR and team to provide professional, timely support
• Coordinate schedules and reporting to ensure quality of work products
• Mentor and train new or less experienced FSRs
• Monitor the system to ensure performance and service reliability
• Capture bugs from user feedback and attempt reproduction
• Generate timely reports on system performance
• Triage and route issues to the appropriate team
• Handle feed activation/deactivation and naming change requests
• Develop relationships with customers and users
• Understand system features to resolve inquiries efficiently
• Coordinate with User Engagement Team for follow-on training and feature requests
• Identify and drive improvements to user support activities

Skills

Problem-solving

Customer relationships

Troubleshooting

Coordination

Job description

High Side Technology is hiring a Field Services Representative to respond to user requests, troubleshoot issues, and engage with users while supporting program objectives. The role emphasizes coordinating with the FSR team, mentoring new members, and maintaining system performance through issue reproduction and reporting.

The ideal candidate will leverage problem-solving and communication skills to build strong relationships with customers and users, ensuring efficient resolution of inquiries