Junior Support Engineer
HeadSpin
WorldwideremotePosted 8 days ago
Skill Required
Support-EngineerTechnical-Support-SpecialistJunior-Systems-EngineerIT-SupportHelp-Desk-TechnicianJunior-Support-EngineerJunior-Support-EngineeringJunior-IT-Support-EngineerJunior-Support-AnalystJunior-Technical-SupportAssociate-Support-EngineerSOCtroubleshootingEngineeringObservabilityFirewallsecurityAndroidwrittenWiresharkTestNGPythonAgileLinuxCloudJiraShell ScriptingDNSiOSandFulltime
Key highlights
- 0-2 years of technical support experience required
- Bachelor's degree in computer science or equivalent required
- On-call rotation participation required for incident response
- Global infrastructure support across 50+ countries and data centers
- Experience with network fundamentals (LAN, WAN, VLAN, firewalls) and multiple OS (Linux, macOS, Android, iOS) required
Role overview
As a Junior Support Engineer at HeadSpin, you will be on the front line maintaining the company's global device cloud and on-premises infrastructure across 50+ countries. Your primary focus is triaging and resolving incidents and outages from automated monitoring and customer reports, managing issues from first report to resolution, and escalating appropriately. You'll collaborate closely with Data Center Logistics and Engineering teams to debug and recover hardware and services, participate in an on-call rotation for continuous coverage, and contribute to documenting workflows and improving operational processes. The role requires systematic troubleshooting, strong communication, and the ability to work with diverse stakeholders across global sites and cloud/on-premise environments.
Responsibilities
- 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 premise 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
Requirements
- 0 to 2 year(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, tcpdump, 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 savvy – 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
Additional details
- 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.
- HeadSpin does not charge any fees at any stage of the recruitment or selection process. We will never ask candidates to pay money or share financial information in exchange for a job offer. If you receive any communication requesting payment on behalf of HeadSpin, please treat it as fraudulent and report it immediately.
- Originally posted on Himalayas