On-Site Technical Support Specialist — Data Ops

Constella Care; San Francisco (CA); On-site; USD 44,000 - 60,000; Full time

Benefits offered by this job

12.5 days PTO

401k retirement plan

Overtime pay

Job summary

Constella Care in San Francisco is seeking a curious, resourceful Technical Support Specialist to keep our data collection operation running smoothly. You’ll be the first contact for issues from Wi‑Fi drops to workflow problems, working with operations and engineering to diagnose and resolve them.

You’ll learn how our data engine works, diagnose issues, and write actionable reports for engineering while helping teammates become more confident using the equipment.

Qualifications

• Strong people skills: you listen carefully, explain technical steps clearly, and stay patient when someone is frustrated or a session is interrupted.
• A systematic approach to troubleshooting, with the curiosity to investigate root causes and the judgment to know when to elevate
• Hands‑on experience diagnosing common computer, network, display, and peripheral issues, developed through work, projects, or other practical experience
• Ability to learn unfamiliar systems and workflows, follow documentation, and turn what you learn into clear instructions for others
• Reliability, attention to detail, and good judgment when handling equipment and participant data
• Ability to work on-site in San Francisco and collaborate closely with collection staff and engineers

Responsibilities

• Be the first point of contact for day-to-day technical issues, asking good questions and keeping teammates informed as you work toward a resolution
• Troubleshoot Wi‑Fi connectivity, computers, monitors, peripherals, and on‑site collection appliances; make routine fixes and verify that equipment is working correctly
• Learn our daily collection workflows deeply, from setup through session completion, so you can recognize where a problem starts and how it affects the team’s work
• Build a working understanding of the data collection process, including how its components interact, how to check system status, and where to find useful diagnostic information
• Investigate issues methodically, distinguishing equipment and connectivity problems from software defects, unclear procedures, and gaps in the collection process
• Write actionable issue reports for engineering, including the impact, reproduction steps, expected and actual behavior, and relevant logs or screenshots, while protecting participant data
• Recognize patterns across support requests and work with engineering and operations to address recurring causes
• Own issues through resolution: escalat when needed, track progress, verify fixes with the collection team, and maintain clear troubleshooting guides
• Help teammates become more confident using the equipment and following collection procedures

Skills

People skills

Troubleshooting

Systematic thinking

Learning capability

Reliability

On-site work

Job description

Constella Care in San Francisco is seeking a curious, resourceful Technical Support Specialist to keep our data collection operation running smoothly. You’ll be the first contact for issues from Wi‑Fi drops to workflow problems, working with operations and engineering to diagnose and resolve them.

You’ll learn how our data engine works, diagnose issues, and write actionable reports for engineering while helping teammates become more confident using the equipment.