Sr. Support Specialist

Job Title: Sr. Support Specialist

Location: Dallas, TX - Onsite

Salary: $60,000 - $75,000

Position Summary:

As a Senior Support Specialist, you will play a key role in assisting onsite customer operations by utilizing advanced maintenance and testing systems. Your responsibilities will include leading the triage process, troubleshooting issues, and coordinating solutions with both local and remote support teams. By mastering our proprietary systems, you will help optimize customer workflows, enhance productivity, and drive operational efficiency. This position offers an opportunity to work with innovative technologies while empowering customers to achieve their goals.

What you’ll do:

• Work onsite at our Dallas, TX location and support the customer(s) directly to implement and enhance our automated, robotic device testing and triage of cellphone and connected device systems
• Familiarity with automated systems, especially Controls, valves, and mechanical and electrical fields.
• Understanding of close loop controls, field sensors scaling, AND/OR functions typically performed by industrial controllers.
• Perform point-to-point checkouts between field devices and controllers.
• Perform basic support concepts such as ticketing systems, root cause analysis, and task prioritization.
• Ability to communicate effectively when escalating to the next tier or level. Comfortable with virtual communication, such as chat or support tickets.
• Knowledge of safe working practices around moving and electrical equipment
• Work on-call and have a rotating schedule when required, and respond to after-hours emergencies.
• Respond and resolve issues to minimize downtime of the test systems, ensuring operations run smoothly.
• Perform preemptive and corrective maintenance, as well as cycle counts for inventory.
• Provide detailed descriptions of the state of the system and provide insight as to the cause of any issues.
• Capture supporting data, including system logs, images, and any reproduction steps necessary to investigate issues as needed by other Apkudo teams.
• Perform regular testing based on a strict set of instructions throughout the lifecycle of systems.
• Work with teammates and our Engineering team to streamline existing support material, including but not limited to training guides, FAQs, and troubleshooting.
• Build and enhance customer relationships.
• Support onboarding of new and existing operators as new features and functionality are added.
• Perform other related customer support duties as required.

Physical Requirements:

• Regularly walk, move parts between sites, use hands and fingers, handle or feel, and reach with hands and arms.
• Stoop, kneel, crouch, and or crawl for extended periods.
• On occasion, lift and/or move up to 50 pounds.

What you’ll need:

• Customer Support Experience:
  • 1-5 years of progressive mobile device customer support experience.
  • 1 years of Android or iOS Mobile device testing and customer support experience.
• Technical Experience:
  • 1-5 years of experience in Electro-mechanical, Hardware, Industrial control systems, controllers, and programming.
  • Proficient in troubleshooting industrial controls, including analog, discrete, and networked input/output field signals, vision systems, and scanners.
• Technical Skills:
  • Knowledge of Command Line Interface (CLI) such as Linux, Unix, and/or Bash/Shell.
  • Experience with programming languages such as Python is a plus.
  • Proficiency with data handling in Google Docs, Sheets, and Slides.
• Personal Attributes:
  • The desire to learn new technologies and work methods.
  • The ability to work both independently and within a cross-functional group environment.
  • Intrinsic motivation, positive energy, and a proactive and results-oriented outlook.
  • Organized and detail-oriented with the ability to meet deadlines while overseeing multiple short-term activities.
  • Excellent technical troubleshooting and problem-solving skills.
  • Excellent written and verbal communication skills.

Our Core Values:

• Hooked on customers. Our passion for innovation propels our customers forward. We thrive on solving our customers’ problems, big and small.
• We communicate confidently and with generosity. We not only spread ideas, but we also spread understanding to help every team succeed.
• Champion the use of data. We use data to build solutions to problems, promote collaboration, and inform decisions for us and our customers.
• Proudly accountable. We follow through because the alternative is not an option. Every word, every action, and every result reflect the improvements we seek to make.
• Be you. We bring our whole selves to our work, our teams, and our customers. The collective ‘we’ will shine bright for all to see.
• I have your back. Trust and respect each other to do the right thing when someone needs an extra hand. We go farther together than we do alone.
• It matters how we show up. Sometimes bold, sometimes brave, always curious. We expect more of ourselves to be our best for the team.

What you can expect from us:

• Annual leave - 20 days of paid annual leave per year
• Holidays - Generous paid holidays, including a day off for your birthday.
• Paid parental leave benefits - 12 weeks (2 weeks prior, 10 weeks following) of paid parental leave for eligible regular full-time employees
• Casual dress - We offer a casual dress code so you can feel comfortable and be yourself at work.
• Flexible Working Arrangements - Apkudo supports a healthy work-life balance by offering flexible working hours and remote or hybrid work setups. Please note that the availability of flexible working arrangements may vary based on the specific role and business requirements.
• Tuition reimbursement - Up to $5,250 per year for financial assistance for continuing education, certification courses, or degree programs related to your role.
• Wellness Stipend - Monthly stipend to support health and wellness activities, such as gym memberships, yoga classes, or wellness apps.
• Tech Stipend - Monthly stipend to assist with purchasing or upgrading technology equipment for optimal productivity.
• Benefits - Comprehensive benefits package that includes medical, dental, and vision insurance. Please note that benefit offerings may vary based on your location.
• 401(k) matching up to 4%

*Please note that fringe benefits provided may be subject to local tax regulations.*

About Apkudo:

Our Vision

Devices connect the world. We help ensure there will still be a world to connect.

This is ambitious, on purpose. We must lean into our shared passion for change and do whatever it takes to do our part to regenerate resources and build sustainable processes and behaviors to leave the world a better place.

Those who do good, do well.

The Fine Print:

You also must be able to travel as needed; we think you'll spend 0-20% of your time in other sites where we have test and triage facilities such as Rexi, Likewise Flower Mound, Viasat DFW and/or Nashville

We are a dynamic organization, and the responsibilities and scope of this role (like all roles at Apkudo) may evolve as we continue to adapt and grow.

Please note that this position will be on-site in a warehouse facility.

Work Environment:

• Temperature Variability: Working in areas that may experience fluctuating temperatures depending on the season.
• Physical Activity: Regular standing, walking, and lifting of items, sometimes weighing up to [weight limit, e.g., 50 lbs].
• Noise Levels: Working in a busy environment where machinery and equipment are in operation.
• Safety Gear: Adhering to safety protocols, including the use of personal protective equipment (PPE) such as safety vests, gloves, and steel-toed boots. Depending on the specific task, PPE may or may not be required.
• Security Protocols: The facility is equipped with metal detectors that you will be required to clear upon entry and exit.

This position is exempt under the Fair Labor Standards Act (FLSA).

Note: Apkudo is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristics.

Salary : $60,000 - $75,000