Junior Support Engineer

Title : Apprenticeship Position -Junior Support Engineer

Location : Remote, India

Stipend - 15k per month

Apprentice Period - 12 months

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. HeadSpin platform is present in over 50 countries. 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 Junior Support Engineer, you'll be on the front line keeping HeadSpin's device in the Cloud

and On-Premises running smoothly. You will be supporting and maintaining the devices, servers

and proprietary infrastructure that make up the core of the HeadSpin platform. Your primary

responsibility will be responding to incidents and outages, both from proactive monitoring and

from customer reports. This can include offline and unresponsive hardware and services,

security incidents or other disruptions to HeadSpin services. 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 outages and

issues in the HeadSpin platform.

As a 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 Data Center Logistics and Data

Center Engineering teams at HeadSpin sites and datacenter to recover or debug unresponsive

hardware and services.

The Support team at HeadSpin is part of our critical infrastructure 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 tickets relating to incidents and outages both generated by

automated monitoring and customer reports

debug and recover systems and hardware

issues quickly, reliably and repeatability

relationships

What You’ll Need

infrastructure

Switches, Access Points, etc.

python terminal, ping, tcp dump, etc.

technologies

SLAs, on call rotation, escalation paths, sprint, kanban, etc

of ownership and drive.

needs in a timely fashion

impact