Field Services Specialist: Tech Support & User Engagement

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 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.