What are the responsibilities and job description for the Technical Support Specialist position at HeadSpin?
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
