Field Services Representative (FSR)

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 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.

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 escape 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