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Operations & Infrastructure Technician



Other Engineering, Operations
Sunnyvale, CA, USA
Posted on Saturday, April 6, 2024

Who We Are

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.

The Platform has an extensive on-prem and cloud-hosted device infrastructure that uses data science-driven performance and quality of experience analytics to collect over 100+ performance experience KPIs out of the box and provide performance analysis and monitoring across the engineering cycle. The Platform's advanced capabilities enable leading global enterprises to achieve an improved digital experience, faster triage, and cost efficiency.

About the Role

We are seeking a skilled and motivated Operations & Infrastructure 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.

Similar overnight working hours can be negotiated (ex: 10:00 p.m. - 6:00 a.m. or 7:00 p.m. - 3:00 a.m.).

What You’ll Do

  • Provide onsite support to help resolve customer and infrastructure issues in real time
    • 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
  • Maintain 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
  • Completes all assigned training in a timely manner

What You’ll Need

  • 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

    Salary Range

    • The annual hourly range for this full-time position is $29.00 - $35.00 (DOE) year and benefits.
      • HeadSpin provides a variety of benefits to employees, including health/vision/dental insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and flexible time away.

    This role is currently not open to sponsorship.

    In compliance with local law, we are disclosing the compensation, or a range thereof, for roles that will be performed in California. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of HeadSpin’s total compensation package for employees.

    HeadSpin is an Equal Opportunity Employer.