Technical Support Analyst Job at Apkudo, Inc.
Apkudo, Inc. Coppell, TX 75019
$57,000 - $75,000 a year
Job Title: Technical Support Analyst
Location: Dallas, TX
Salary: $57K-$75K
Position Summary: Do you enjoy working with smartphones, tablets, and notebooks and supporting external and internal customers with world-class system support? In this role, you will work with cutting-edge technologies to assist onsite customer operations using our proprietary maintenance and testing support systems. You will participate in the triage process and work with support from local and remote teams to implement solutions. You will develop a full understanding of these unique systems and help our customers advance their process, productivity, and profitability. You are expected to support outside of normal working hours to handle customer escalations .
What you’ll do: We are agile, and so your days and duties can vary. In this role, you will be responsible for delivering in the following ways:
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Work at our DFW Coppell location and/or other nearby customer sites (consistent with COVID protocols) and help customers implement and enhance our device testing tools for smartphones and other connected device systems.
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Utilize Linux and Command Line Interface to install or reinstall operating systems and other software.
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Prepare tickets for our system, help to analyze root causes of issues, communicate results, and prioritize tasks within the queue.
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Provide descriptions of the state of the system and provide directional insight for issues.
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Capture supporting data, including system logs, images, and any reproduction steps necessary to investigate issues as needed by other internal teams.
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Perform regular testing based on predefined instructions.
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Work cross-functionally with internal and external teams to streamline training guides, FAQs, and troubleshooting.
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Build and enhance customer relationships.
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Support onboarding and training of team-members as new features and functionality are added.
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Available to be on-call and/or to work a rotating schedule as required in support of other team members.
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Perform other related customer support duties as required.
What you’ll need: We come together to deliver for each other and our customers, and we know there are many paths to performing well. We will expect you to come up to speed fast and deliver great work without too much guidance. We think it would be hard to do that in this job without specialized education or proven successful experience in:
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A degree in Computer Science, Information Systems, E.E., or M.E. is preferred. Relevant experience may substitute for a degree.
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Experience working with Android and/or iOS mobile device customer support experience (e.g., debug and troubleshooting) is required.
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Experience with programming languages such as Python is a plus.
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Knowledge of Command Line Interface (CLI) such as Linux, Unix, and/or Bash/Shell (e.g., memory allocation, concurrency/synchronization, file systems, networking, and storage subsystems management)
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The desire to learn new technologies and work methods.
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Intrinsic motivation, positive energy, and a proactive and results-oriented outlook.
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Organized and detail-oriented with the ability to meet deadlines while overseeing multiple short-term activities.
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A personal mode of transportation is required, however there are allowable expenses related to travel.
What we expect from everyone:
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Put people first (by helping others be at their best-and making sure we are, too)
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Communicate clearly (by speaking candidly, regularly, and respectfully to everyone)
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Own our work and the outcomes (by taking personal ownership to deliver on the commitments we make to our colleagues and our customers)
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Trust and be trustworthy (by acting with integrity and providing excellent work for each other and our clients)
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Value everyone’s voice (because it’s all about the best ideas-not bureaucracy).
What you can expect from us:
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4 weeks of time off every year, including time off for volunteering and your birthday.
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Paid parental leave benefits.
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Flexible working hours and schedules (some positions-like this one-will do some on-call weekend work on occasion, but we expect you to take time off during the week to make up for it).
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Casual dress.
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A company-paid Google Pixel phone or a monthly credit to apply for your tech needs (including upgrading your bandwidth).
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12 paid holidays, including Juneteenth and the day after Thanksgiving.
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A monthly wellness stipend that you can use for things like a meditation app, standing desk, gym equipment, etc.
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401(k) matching up to 4%.
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Up to $5,250/year for certification, continuing education, and tuition reimbursement.
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We offer insurance coverage we’re proud of for you, your family, and your spouse or domestic partner. We pay 100% of the cost of coverage for you for vision (through VSP), dental (through Guardian Dental), and some medical plans (through United Health Care, the largest health insurance company in the U.S.).
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HSAs, FSAs (health care, dependent care), and commuter benefits may reduce what you have to pay for these parts of your life.
About Apkudo: We develop software and hardware platforms for the management of connected device supply chains. Through an applied combination of artificial intelligence, advanced analytics, and sophisticated automation, our platforms help rationalize and improve the reverse logistic supply chain for connected devices (e.g., smartphones, notebooks, watches, etc.) by injecting intelligence and transparency throughout the entire device lifecycle: from design, development, testing, and certification to forward and reverse logistics. We test and certify, triage, and provide stakeholders (OEMs, Carries, Insurers, and 3PL) with the data necessary to help them balance device quality, velocity, and precision across all supply chain processes to optimize device experiences and device value.
The Fine Print:
We are also an agile organization, and so the duties and description of this role (like every other at our company) may change at any time as we adapt.
This position is on-site. You are expected to support outside of normal working hours to handle customer escalations, but you may also be asked to occasionally cover the other shifts in support of team members. You may also travel on occasion, particularly to other DFW customer sites. Finally, you may travel outside of Dallas to another customer site or a rare occasion (0-5%).
The physical requirements of the job include regular walking and freely moving about our warehouse environment as well as working on our automated robotic lines using your hands and fingers. You will also need to occasionally stoop, kneel, crouch, and/or crawl around the machines for repairing and/or servicing the machines including water changes. On occasion, you may need to lift or move machinery and equipment weighing up to 50 pounds (for comparison, typically a five-gallon bottle of water weighs approximately 40 pounds).
Other physical requirements include periods of sitting at a desk and working on a computer.
This position is exempt under the Fair Labor Standards Act (FLSA).
Note: Apkudo is an Equal Opportunity employer. We are committed to diversity and inclusivity and to creating a culture where everyone feels respected and connected, no matter the location of their work. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
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