{"id":2621580,"url":"https://alion.io/job/headspin-junior-support-engineer","title":"Junior Support Engineer","company":{"id":1874021,"name":"HeadSpin","domain":"headspin.io","url":"https://alion.io/company/headspin-io","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"Jira","optional":false},{"name":"Kanban","optional":false},{"name":"Linux","optional":false},{"name":"Python","optional":false},{"name":"Slack","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Tcpdump","optional":false},{"name":"VLAN","optional":false}],"status":"live","first_seen_at":"2026-10-15T13:35:10Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-15T21:15:27Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Who We Are\nHeadSpin 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.\nAbout the Role\nAs 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.\nAs 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.\nThe 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.\nHeadSpin 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.\nWhat You’ll Do\nTriage and respond to tickets relating to incidents and outages both generated by automated monitoring and customer reports\nFollow and manage tickets until resolution\nCollaborate on and/or escalate tickets to other internal teams\nDirectly work with global HeadSpin sites and Data Center smart hands or technician to debug and recover systems and hardware\nWork with cloud and on premise infrastructure teams\nRespond to tickets and issues with set SLA response times\nParticipate in a responsive and accountable issue management process that can solve issues quickly, reliably and repeatability\nBe part of an on call rotation for incident response\nDocument workflow and playbooks for common issues and situations\nBe part of maintenance and updates of critical software and network infrastructure\nAssist with or recommend device deployments, upgrades and maintenance\nTroubleshoot mobile device hardware, software, or network issues.\nEngage, collaborate, and communicate effectively with variety of stakeholders\nCollaborate with remote team members to build and maintain positive, productive team relationships\nWhat You’ll Need\n0 to 2 year(s) (or equivalent) experience in a technical support role\nBachelor’s degree in computer science or comparable\nExperience or Knowledge with incident response relating to network and software infrastructure\nExperience or Knowledge with network fundamentals, e.g. LAN, WAN, VLAN, Firewalls, Switches, Access Points, etc.\nExperience or Knowledge with Operating Systems (Linux, MAC, Android and iOS)\nExperience or Knowledge with command line *nix tools, e.g. ssh, scp, bash, curl, vim, python terminal, ping, tcpdump, etc.\nExperience or Knowledge with Google Workspace, Jira, Slack, Zoom, and other technologies\nFamiliarity with common issue management practices and tools, e.g. service desks, SLAs, on call rotation, escalation paths, sprint, kanban, etc\nSystematic troubleshooting and problem-solving approach, coupled with a strong sense of ownership and drive.\nStrong written and verbal communication skills are a must\nTech savvy - ability and passion for learning new technology and tools\nPassion for customer support - a drive to provide solutions to our business partners' needs in a timely fashion\nPrioritization skills -the ability to analyze support requests, and prioritize them based on impact\nAble to cross-train with other IT team members to broaden the team’s knowledge base\nDisclaimer:HeadSpin does not charge any fees at any stage of the recruitment or selection process. We will never ask candidates to pay money or share financial information in exchange for a job offer. 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