Field Services Representative (FSR)

High Side Technology LLC.; Missouri; On-site; USD 60,000 - 80,000; Full time

Job summary

High Side Technology LLC in Springfield, VA is looking for a Field Services Representative to be the first responder to user requests for our software platform. You will troubleshoot issues, engage with users, and coordinate with the FSR team to ensure program objectives are met.

The role blends technical problem-solving with customer-facing duties, requiring strong relationship-building and the ability to translate user feedback into actionable improvements for ongoing system evolution.

Qualifications

• 4-6 years of Full Motion Video/ISR experience as a former intelligence analyst/collection manager.

Responsibilities

• Coordinate with the Lead FSR and other team members to provide professional, timely support.
• Coordinate schedules and reporting to ensure quality work products.
• Mentor and train new or less experienced FSRs.
• Monitor system performance and ensure services function correctly.
• Capture bugs from user feedback and attempt to diagnose issues.
• Generate timely reports on system performance.
• Triage and escalate to the appropriate team (FSR, Ops, Developers, User Engagement).
• Perform feed activation/deactivation and naming change requests from the Tasking Authority.
• Cultivate relationships with customers, team members and users.
• Develop understanding of system features to resolve inquiries efficiently.
• Coordinate with User Engagement for follow-on training requests and feature requests.

Skills

ISR experience

Job description

High Side Technology is looking to hire a Field Services Representative. In this role, FSR will use his/her problem-solving skills to be the first to respond to user requests from users of our software platform. They will help troubleshoot any reported issue and identify potential solutions ensuring successful execution of their mission. The role will include both technical and user engagement support duties, ensuring successful execution of program objectives.

Location

Springfield, VA

Key Responsibilities

FSR Support and Coordination

• Coordinate with the Lead FSR and other members of the FSR team on the program to ensure support is provided in a professional, timely, and efficient manner
• Coordinate schedules and reporting of FSR team to ensure the quality and completeness of work products (turnover logs, user reporting, checklists, etc.)
• Mentor and train new or less experienced FSRs

Lead Operational Activities

• Monitor the system to ensure the system is performing as expected and services are functioning correctly
• Capture reported system bugs from user feedback and error messages / anomalies discovered from performing check list tasks. Attempt to recreate and diagnose issues reported
• Generate timely and accurate reports on system's performance
• Triage, track, and correctly upscale to the appropriate team (FSR, Ops, Developers, User Engagement)
• Perform and coordinate 'Feed Activation / Deactivation and Naming Change Requests' from the Tasking Authority in a timely manner

User Support Specialist

• Cultivate strong relationships with customers, team members, and users
• Develop a deep understanding of system's feature capabilities so they can leverage problem-solving skills to ensure user inquiries are resolved in a efficient way
• Coordinate closely with User Engagement Team for user inquiries for follow on training requests and relaying feature requests to help shape continued evolution of the system
• Identify and drive forward support efforts to improve the effectiveness and efficiency of user support

Desired Skills / Ideal Candidate

• Former Intelligence Analyst / Collection Manager with 4-6 years of Full Motion Video / Intelligence surveillance Reconnaissance (ISR) experience