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Product Support Engineer



Software Engineering, Product, Customer Service
Posted on Wednesday, July 3, 2024

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. The HeadSpin mobile platform is now in 65+ countries and 100+ cities worldwide, supporting over several hundred cellular networks and over 2,000 mobile devices. 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 Product Support Engineer you'll be on the front line keeping HeadSpin's product in the Cloud and On-Premises running smoothly. You will be supporting and maintaining the company’s product and its functions that make up the core of the HeadSpin platform. Your primary responsibility will be responding to incidents and requests from customers. 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 requests and issues in the HeadSpin platform.

As a Product 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 Customer Success Manager and Data Center Engineering teams at HeadSpin sites to debug issues reported by Customers. The Product Support team at HeadSpin is part of our critical platform 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 Customer tickets related to incidents and Requests related to Product Usage and Functions
● Ownership of tickets until resolution
● Collaborate and/or escalate tickets to other internal teams
● Directly work with global HeadSpin sites and Data Center smart hands or technical teams to debug and fix reported issues.
● Collaborate with cloud and on premise infrastructure teams
● Respond to tickets and issues within 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
● Work to improve and automate common issues and monitoring
● Assist in maintenance and updates of critical software and network infrastructure
● Assist with or recommend device deployments, upgrades and maintenance
● Troubleshoot computer 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

● 0 to 3 year(s) (or equivalent) experience in a technical support role
● Bachelor’s degree in computer science or comparable
● Experience/Knowledge with incident response relating to complex network and software infrastructure
● Experience/Knowledge with network fundamentals, e.g. LAN, WAN, VLAN, DMZ, Firewalls, Switches, Access Points, etc.
● Experience/Knowledge with Operating Systems (Linux, MAC, Android and iOS)
● Familiar with command line *nix tools, e.g. ssh, scp, bash, curl, vim, python terminal, ping, tcpdump, etc.
● Experience/Knowledge in Log Analysis and debugging
● Experience/Knowledge in Appium, APIs, Mobile Application Testing/Support
● Knowledge and experience 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