Application Support Engineer (Remote)

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 50+ 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

The L2 DevOps Engineer has shared responsibility for oversight of global Headspin deployments. You will be working with internal ops teams, helping ensure that Headspin has secure and reliable corporate production services for our customers and colleagues.

Key Responsibilities:

• Provide technical support for hardware and software issues related to Linux, Mac, Android, and iOS systems.
• Troubleshoot and resolve customer issues.
• Document root cause analyses (RCA) for recurring issues and collaborate with the engineering team for permanent solutions.
• Maintain detailed records of customer interactions and technical issues in our ticketing system.
• Assist in the development of knowledge base articles and support documentation to improve team efficiency and customer self-service.
• Collaborate with cross-functional teams to identify and resolve the issue.
• Stay updated on the latest technologies and industry trends to enhance support capabilities.
• Strong knowledge of Linux operating systems and troubleshooting techniques.
• Familiarity with networking concepts and protocols.
• Experience in log analysis and troubleshooting for Android and iOS devices.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Strong communication skills, both written and verbal, with a customer focused attitude.
• Experience with ticketing systems and documentation tools.

Bonus Skills

• Knowledge of Python and shell scripting for automation tasks is a plus.
• Exposure to cloud services (AWS, Azure, etc.) is advantageous.
• Certifications in relevant technologies ( Linux, etc.) are a plus.
• Conduct log analysis and troubleshooting for Android and iOS devices is advantageous.
• Experience in Mac systems and applications are a plus.