Technical Support Specialist

1 month ago


sunnyvale, United States HeadSpin Full time

HeadSpin is a global omnichannel digital experience testing platform that helps enterprises optimize application performance with its data science capabilities. With a strong infrastructure availability of real devices across 90+ locations, the HeadSpin Platform enables manual and automated app testing with a wide range of devices, including both screen and screenless devices, such as mobile phones, desktop browsers, media players, audio devices, and even automotive systems.


We are seeking a skilled and motivated Support Technician for an entry level position doing overnight support in our dynamic team. As a Support Technician, you will be responsible for providing excellent on site assistance and support to our customers. You will play a critical role in troubleshooting and resolving basic issues related to the HeadSpin platform and infrastructure. This is an exciting opportunity to contribute to the success of our customers.


Working Hours:

This is a full-time position requiring overnight work 40 hours per week from Sunday - Thursday, 8:00 p.m. - 4:00 a.m.


Responsibilities:

  • Provide onsite support to help resolve customer and infrastructure issues
  • Provide proactive assistance to Tier I technical support team to help resolve customers issues
  • Resolves work priorities from a ticketing queue and ensures timely resolution of issues
  • Works with internal support team to troubleshoot issues
  • Escalate complex technical problems to the appropriate teams while maintaining ownership of the issue until resolution.
  • Onsite support work may include work such as
  • Power cycling of equipment
  • Perform cabinet/rack audits
  • Use of power and hand tools (e.g., screwdrivers, drills, wire strippers, etc.)
  • Report to the facility within 1 hour for emergency assistance as needed.
  • Participate in continuous site and infrastructure improvement and site operations
  • Proactive review of onsite devices and infrastructure for issues and damaged
  • Racks and stacks Headspin data center equipment
  • Cage or infrastructure modification projects
  • Performing migrations of equipment, power, or networking devices
  • Shipping and receiving of packages
  • Perform and document inventory counts
  • Adherence to SOP
  • Assist to maintain overall Data Center cleanliness and appearance
  • Maintains detailed written records of all work activity
  • Contribute to a comprehensive knowledge base of common issues and resolutions to enable self-service support resources.
  • Stay up-to-date with the latest product updates, features, and enhancements to provide accurate and relevant support.


Qualifications:

  • 1-3 years of work experience
  • Experience in any of technical support role, customer support, logistics, facilities management, data centers preferred but not required
  • Comfort or experience working with mobile devices, mobile operating systems (iOS, Android)
  • Comfort or experience working with IT or computer systems such as home or business networking, command line tools, computer customization
  • Comfort or experience with SaaS or business tools spreadsheet, ticketing system
  • Good problem-solving and analytical skills with a strong attention to detail.
  • Good communication and interpersonal skills
  • Ability to thrive in a fast-paced, dynamic startup environment and manage multiple priorities effectively.
  • Self-motivated and proactive attitude with a passion for customer success


Nice to Haves:

  • Basic knowledge with networking concepts
  • Basic knowledge of command line tools such as SSH, ping, file management
  • Basic knowledge technical of Android and iOS devices such as enabling advanced features, configuring developer options



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