Field Support Specialist
Field Support Specialist Ownership:
- Queue Management: Tech Support Triage
- Tier 1 Ticket Discovery, Resolution and Escalation (Internal & External)
- Routine Installs
- Knowledgebase Maintenance
Position Summary
The Field Support Specialist provides both on-site field support services and remote Tier 1 technical support for HatchMed’s hardware and software solutions. This role is responsible for managing the technical support ticket queue, triaging issues, and performing discovery, documentation, and escalation to Engineering when higher-level support is required.
Key Responsibilities
- Serve as the first line of technical support for customers and internal staff - managing incoming tickets via phone, email, and helpdesk system.
- Perform technical support triage: identify, classify, prioritize, replicate, and document reported issues.
- Resolve Tier 1 support tickets within company specified guidelines.
- Escalate unresolved or complex cases to Field Solutions Engineers or Product Engineering, ensuring all discovery details are captured.
- Install, configure, and maintain HatchMed hardware and software at customer sites.
- Perform routine troubleshooting, diagnostics, and repairs of deployed systems.
- Train end-users on product operation and basic troubleshooting.
- Own the company’s Knowledge Base - building out Solution Articles and maintaining ticket documentation, issue tracking, and service reports.
- Support Field Solutions Engineers during complex implementations.
- Actively demonstrate and promote company values in all work and interactions.
Qualifications
- Associate degree, vocational training, or equivalent technical experience.
- 1–3 years in technical support, IT helpdesk, or field service.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and documentation abilities.
- Self motivated with the ability
- Comfortable interacting with customers both remotely and in person.
- Ability to travel to customer sites up to 30% of the time.