Field Service Support Associate

Field Service Support Associate

About Byte

Byte Technology is a smart unattended retail company. We combine RFID-enabled kiosk hardware with a SaaS platform that gives operators frictionless self-service shopping, real-time inventory tracking, analytics, and remote management. We serve higher education, healthcare, and business and industry markets, and we power thousands of kiosks across the country. Our mission is simple: put the food people want within easy reach, anytime and anywhere.

About our team

We are a small team, and we like it that way. We work closely and cohesively, we love what we do, and we feel genuinely lucky to do it alongside one another. We take our work seriously without taking ourselves too seriously. We are energized by technology and always looking for ways, big and small, to work smarter and make the experience better for our customers. If that sounds like the kind of team you would do your best work with, we would love to meet you.

The role

Our Field Service team keeps thousands of kiosks running, from diagnosing an issue to shipping the part to getting a tech on site. As our Field Service Support Associate, you'll be the engine that keeps every ticket moving. You'll troubleshoot with operators and techs over Zoom and phone, coordinate parts and dispatch, and make sure no customer is left waiting. You'll report to the Field Service Manager and work closely with our Director of Field Service, Customer Success, Operations, and Sales. If you like solving hands-on hardware problems and you get satisfaction from closing the loop, this is that job.

What you'll own

• Triaging incoming field service and customer support tickets in Front, setting priority, and keeping every conversation assigned, updated, and moving toward resolution
• Leading live remote troubleshooting sessions with operators and techs over Zoom and Aircall, for issues like SD cards, locks, doors and gaskets, card readers, connectivity, and refrigeration
• Recording and documenting every session: findings, parts used, test transactions, and next steps logged on the ticket
• Coordinating parts requisitions in HubSpot with Operations and Shipping, then tracking every shipment through delivery and flagging returns or delays
• Dispatching and scheduling field techs through Field Nation and service partners, confirming visits, and verifying work is completed before payment
• Managing returns of defective parts and supporting failure analysis
• Tracking warranty versus out-of-warranty status, and partnering with Customer Success and Sales on credits, charges, and replacements
• Following up on aging tickets (30, 45, and 60+ days) and keeping promised dates promised
• Answering Field Service calls and texts in Aircall, so no customer message goes unanswered
• Keeping the daily Field Service update accurate, and helping spot repeat issues and trends
• Improving troubleshooting guides, SOPs, and help docs based on what you see in the field

What you bring

• 2+ years in technical support, field service coordination, or help desk, ideally with hardware, IoT, or kiosk and vending equipment
• Comfort troubleshooting hardware and software remotely and walking non-technical people through fixes
• Experience with ticketing and help desk tools (Front, Zendesk, or similar); HubSpot, Aircall, or Field Nation a plus
• Strong organization and follow-through: you can juggle many open tickets and nothing falls through the cracks
• Clear, friendly written and verbal communication, including staying calm with frustrated customers
• Basic familiarity with refrigeration, electrical, or networking a plus
• A builder's mindset: you notice what's slow or repetitive and help make it better
• Valid U.S. work authorization / non-exempt hourly role

Benefits

• Remote/Hybrid work: you can be located anywhere in the continental US
• Employee stock option plan
• Health, dental, and vision benefits
• 401(k)
• Flexible PTO

Pay: $53,000.00 - $58,000.00 per year

Benefits:

• Dental insurance
• Employee stock purchase plan
• Health insurance
• Paid time off

Work Location: Hybrid remote in Petaluma, CA 94954