Junior Support Engineer

As a Junior Support Engineer you'll be on the front line keeping HeadSpins 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.