Junior Support Engineer

Title: Junior Support Engineer

Location: Remote, India

Who We Are

HeadSpin is a unique developer platform that combines data science insights and global device

infrastructure to enable companies to perfect their digital experiences during the engineering

cycle. HeadSpin platform is present in over 50 countries. Its data science platform has an ability

to assess over 130 performance KPIs, analyze root cause of the poor experience issues and

recommend solutions to address them. HeadSpin differentiates itself from other testing solutions

that only focus on functional or load testing. By using HeadSpin, companies have enhanced

their customer experience, reduced time to market and optimized the cost of their digital

applications.

About the Role

As a Junior Support Engineer, you'll be on the front line keeping HeadSpin's device in the Cloud

and On-Premises running smoothly. You will be supporting and maintaining the devices, servers

and proprietary infrastructure that make up the core of the HeadSpin platform. Your primary

responsibility will be responding to incidents and outages, both from proactive monitoring and

from customer reports. This can include offline and unresponsive hardware and services,

security incidents or other disruptions to HeadSpin services. You will manage the lifecycle of

these issues from first report to resolution and handle appropriate escalation of issues to other

teams within HeadSpin. You will work with a team of other professionals creating a robust,

accountable and responsive process able to deal reliably, rapidly and accurately to outages and

issues in the HeadSpin platform.

As a Support team member, you will be expected to understand the roles of other technical and

engineering teams at HeadSpin to properly collaborate and escalate issues. You will also be

expected to understand our infrastructure, vendors and major customers around the world to

properly address global issues spanning HeadSpin sites, data centers and customer locations.

Most commonly you will work directly with support staff from our Data Center Logistics and Data

Center Engineering teams at HeadSpin sites and datacenter to recover or debug unresponsive

hardware and services.

The Support team at HeadSpin is part of our critical infrastructure and members of the team are

expected to be part of an on-call rotation to provide continuous coverage for incidents.

HeadSpin values the unique knowledge provided by our frontline operations teams, your

feedback on common issues, operational pain points, and processes will be key for the rapid

growth of HeadSpin. You will be encouraged to give your input and help make our operations

teams healthy and dynamic places to work.

What You’ll Do

● Triage and respond to tickets relating to incidents and outages both generated by

automated monitoring and customer reports

● Follow and manage tickets until resolution

● Collaborate on and/or escalate tickets to other internal teams

● Directly work with global HeadSpin sites and Data Center smart hands or technician to

debug and recover systems and hardware

● Work with cloud and on-premises infrastructure teams

● Respond to tickets and issues with set SLA response times

● Participate in a responsive and accountable issue management process that can solve

issues quickly, reliably and repeatability

● Be part of an on-call rotation for incident response

● Document workflow and playbooks for common issues and situations

● Be part of maintenance and updates of critical software and network infrastructure

● Assist with or recommend device deployments, upgrades and maintenance

● Troubleshoot mobile device hardware, software, or network issues.

● Engage, collaborate, and communicate effectively with variety of stakeholders

● Collaborate with remote team members to build and maintain positive, productive team

relationships

What You’ll Need

● 0to2year(s) (or equivalent) experience in a technical support role

● Bachelor’s degree in computer science or comparable

● Experience or Knowledge with incident response relating to network and software

infrastructure

● Experience or Knowledge with network fundamentals, e.g. LAN, WAN, VLAN, Firewalls,

Switches, Access Points, etc.

● Experience or Knowledge with Operating Systems (Linux, MAC, Android and iOS)

● Experience or Knowledge with command line *nix tools, e.g. ssh, scp, bash, curl, vim,

python terminal, ping, tcp dump, etc.

● Experience or Knowledge with Google Workspace, Jira, Slack, Zoom, and other

technologies

● Familiarity with common issue management practices and tools, e.g. service desks,

SLAs, on call rotation, escalation paths, sprint, kanban, etc

● Systematic troubleshooting and problem-solving approach, coupled with a strong sense

of ownership and drive.

● Strong written and verbal communication skills are a must

● Tech savy– ability and passion for learning new technology and tools

● Passion for customer support– a drive to provide solutions to our business partners

needs in a timely fashion

● Prioritization skills–the ability to analyze support requests, and prioritize them based on

impact

● Able to cross-train with other IT team members to broaden the team’s knowledge base

Stipend