Technical Field Specialist

Preparation Responsibilities:

• Collaborating with the Project Manager/Workflow Lead and Operations Lead on intake, documentation, staffing, and scheduling of new client pilot requests.
• Writing pilot project charters.
• Documenting and validating operational workflows.
• Conducting in-field operator training.
• Reviewing device configuration requirements (e.g., OS versions, user accounts, settings, installed apps, connectivity).
• Communicating with Operations Lead, Tools POC, QC, MIS, and Client Program Managers/Engineers for clarification and validation.
• Ensuring devices are properly configured and capable of collecting and transmitting data to backend systems.
• Testing, troubleshooting, and resolving device and backend setup issues before pilot start.
• Performing triage and initial debugging of technical issues.
• Resolving issues directly or escalating by opening and tracking bugs assigned to Client staff.
• Obtaining and configuring required devices for field operators.

In-Field Responsibilities:

• Conducting trial runs to validate device performance and backend connectivity.
• Partnering with client staff to debug and resolve technical issues encountered in the field.
• Engaging Client Program Managers and Engineers when required.
• Leading and conducting in-field data collection activities.
• Providing frequent status updates during field operations.
• Addressing and resolving technical issues, including extracting device diagnostic logs and escalating as needed.
• Triaging and debugging technical problems in real-time.
• Opening and tracking bugs with appropriate Client personnel.

Post-Operations Responsibilities:

• Documenting and reporting on pilot results.
• Reporting downtimes, tool issues, and bugs affecting pilot performance.
• Sharing observations, feedback, and opportunities for process improvement and automation.
• Verifying successful data transfer to backend systems.
• Engaging the staff and Client Program Managers/Engineers to ensure complete issue resolution.
• Following up to close open bugs.
• Participating in data analysis and extraction as needed.
• Proactively identifying opportunities for program and workflow improvements.

Key requirements:

• BA/BS degree or a minimum of 2-3 years of relevant testing or support experience.
• At least 1 year of QA testing or technical support experience with mobile applications.
• Familiarity with mobile and web technologies, as well as organizational tools such as Google Spreadsheets and Excel.
• Knowledge of SQL and JavaScript is a plus.
• Ability to work on foot for extended periods and in various indoor/outdoor conditions and weather.
• Strong verbal and written communication skills in English, with the ability to collaborate across local and global teams.
• Demonstrated teamwork and collaboration skills.
• Professional demeanor and ability to represent the company appropriately.
• Comfortable working in a fast-paced environment.
• Valid driver’s license and the ability to drive or use alternative transportation for fieldwork at various locations (e.g., client offices, stores, malls).
• Quick learner with the aptitude for understanding new technologies.
• Excellent organizational skills and strong attention to detail.
• Strong analytical and problem-solving abilities.
• Ability to meet deadlines and take ownership of assigned tasks.
• Capable of documenting testing results clearly and systematically.
• Ability to create or improve workflows and identify areas for operational improvement.