Description

Key Responsibilities:

  • Provide technical support for wearable devices used in research and dogfooding
  • Troubleshoot and resolve issues related to hardware and software components
  • Analyze frequent failures and suggest solutions to improve device or tooling performance
  • Create lasting solutions for recurring issues, including documentation for user support and engineering fixes
  • Maintain system documentation, including SOPs, known issues, and workarounds
  • Escalate non-standard issues to engineering and TPM teams using internal reporting tools
  • Debug errors and provide concrete bug fixes when possible
  • Collect data to verify device performance
  • Communicate with cross-functional partner teams to handle user support comms, escalations, and bug fixes landing and being resolved
  • Participate in activities such as prototyping, unit testing, regression testing, end-to-end testing, debugging, and troubleshooting
  • Provide first-level support for all technical issues
  • Train new employees and lead team initiatives
  • Create and update documentation (training, processes, etc.)

Minimum Qualifications:

  • Bachelor’s degree in computer science or related field
  • Minimum 2 years of experience providing technical support to users, with a proven track record of independently managing issue resolution and driving solutions to completion
  • Demonstrated ability to effectively communicate complex technical concepts to technical and non-technical stakeholders, ensuring clear understanding and seamless issue resolution
  • 3+ years of experience in software or system engineering supporting developer tools and ecosystems
  • 3+ years of experience with data collection root cause analysis
  • Experience in computer vision and or machine learning libraries - along with debugging SW failures
  • 2+ years of Python and C++ experience
  • Experience with Fedora and other OS
  • ML and algorithmic/model understanding
  • Experience with SDKs and developer ecosystem tools
  • Previous experience working directly with Engineering teams to resolve bugs and improve SW performance
  • Strong problem-solving skills and ability to work independently

Preferred Qualifications:

  • Master's degree in computer science or related field preferred
  • 5+ years of experience in providing technical support to users, with a proven track record of independently managing issue resolution and driving solutions to completion
  • 5+ years of experience with Python and C++
  • 5+ years of experience with Fedora and other OS
  • FAANG background preferred

Key Skills
Education

Bachelor's or Master's degrees

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