Technical Support Engineer - HeadSpin

Partner One Capital; Riverside (CA); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a skilled Technical Support Engineer to join their dynamic team. This role involves providing exceptional technical assistance to customers, troubleshooting complex issues related to a cutting-edge platform, and collaborating with development teams. Ideal candidates will have experience in a B2B SaaS environment and a strong understanding of mobile applications and operating systems. If you are passionate about customer success and thrive in a fast-paced environment, this opportunity is perfect for you!

Qualifications

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

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

Mobile Applications

Mobile Operating Systems

Communication Skills

Education

Bachelor's Degree in a Technical Field

Tools

Testing Tools

Mobile Device Emulators

Job description

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 Technical Support Engineer to join our dynamic team. As a Technical Support Engineer, you will be responsible for providing excellent technical assistance and support to our customers. You will play a critical role in troubleshooting and resolving complex technical issues related to the HeadSpin platform. This is an exciting opportunity to contribute to the success of our customers and collaborate closely with our development and product teams. If you are currently in a technical support role at a B2B SaaS company, this is perfect for you!

What You’ll Do :

• Provide prompt and courteous Tier I technical support to customers via various channels, including phone, email, and chat
• Diagnose and resolve complex hardware and software-related issues reported by customers, following standard operating procedures and utilizing available resources.
• Escalate complex technical problems to the appropriate Tier II or III support teams while maintaining ownership of the customer's case until resolution.
• Provide timely and proactive communication to customers regarding the status of their technical inquiries and escalations.
• Educate customers on software functionality, features, and best practices to optimize their usage and enhance their overall experience

Requirements

What You’ll Need :

• 1-2 years of experience
• Proven experience in a technical support role, preferably in a SaaS-based or software development environment.
• Strong knowledge of mobile applications, mobile operating systems (iOS, Android), and mobile testing concepts.
• Excellent problem-solving and analytical skills with a strong attention to detail.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• 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 :

1. Experience with testing tools, frameworks, and automation technologies.

2. Prior experience working with mobile device emulators, simulators, or physical devices.

4. Familiarity with networking concepts

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Technical Support Engineer • Riverside, CA, United States