Technical Support Engineer - HeadSpin

PartnerOne; Riverside (CA); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a skilled Technical Support Engineer to join their dynamic team. This role offers the opportunity to provide exceptional technical assistance and support to customers using an innovative digital experience testing platform. You will troubleshoot complex issues, educate clients on software features, and collaborate closely with development teams to enhance customer success. Ideal candidates will thrive in a fast-paced environment and have a strong background in technical support within B2B SaaS companies. If you have a customer-focused attitude and a passion for technology, this role is perfect for you!

Qualifications

• 1-2 years of experience in technical support, preferably in SaaS.
• Strong knowledge of mobile applications and testing concepts.

Responsibilities

• Provide Tier I technical support via phone, email, and chat.
• Diagnose and resolve hardware and software issues for customers.

Skills

Technical Support

Problem Solving

Communication Skills

Mobile Applications Knowledge

Analytical Skills

Education

Bachelor's Degree (preferred)

Tools

Testing Tools

Automation Frameworks

Mobile Device Emulators

Python

Java

JavaScript

Job description

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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 and 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 automotive systems.

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

About the Role:
We are seeking a skilled and motivated Technical Support Engineer to join our dynamic team. You will provide excellent technical assistance and support to our customers, troubleshooting and resolving complex issues related to the HeadSpin platform. This role offers an exciting opportunity to impact customer success and collaborate with our development and product teams. Ideal candidates are those currently in technical support roles at B2B SaaS companies.

What You'll Do:

• Provide prompt and courteous Tier I technical support via phone, email, and chat
• Diagnose and resolve hardware and software issues reported by customers, following SOPs and utilizing available resources
• Escalate complex issues to Tier II or III support while maintaining ownership until resolution
• Communicate proactively with customers about their inquiries and escalations
• Educate customers on software features, functionality, and best practices to optimize their experience

Requirements

What You'll Need:

• 1-2 years of relevant experience
• Proven experience in technical support, preferably in SaaS or software development environments
• Strong knowledge of mobile applications, iOS, Android, and testing concepts
• Excellent problem-solving, analytical, and communication skills
• Ability to thrive in a fast-paced environment and manage multiple priorities
• Self-motivated with a customer-focused attitude

Nice to Haves:

• Experience with testing tools, automation, and frameworks
• Experience with mobile device emulators, simulators, or physical devices
• Knowledge of programming languages such as Python, Java, or JavaScript
• Understanding of networking concepts

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting