Tech Support Specialist

Topanga•Los Angeles, CA

4d•Hybrid

About The Position

At Topanga.io, we're building systems for responsible consumption. Our platform helps businesses switch from single-use to reusable packaging, effectively eliminating waste while driving economic ROI. We accomplish this through our innovative track-and-trace technology and supporting suite of products and services. We are a climate tech company building the future of supply chains and consumption. As a team, we're passionate about solving hard problems. Through questioning, disagreement, and ultimate commitment to the chosen direction, we not only believe we will end up in a better place but that the journey will be more rewarding for all involved. We are fiercely objective and seldom dogmatic. We encourage each other's pursuit of hobbies and experiences outside of work. We acknowledge that careers tend to be zig-zags, not straight lines. This is great as long as the time spent working is fulfilling. Basically, our jobs do not define us, but they can add purpose. Topanga.io is an early-stage technology company with growing product-market fit. You should expect a strong sense of mission and direction accompanied by constant testing and iteration. Priorities will be well-communicated but always subject to change. There will be opportunities to innovate and explore new paths if you want to pursue them. You should expect Topanga.io to be a remote first distributed team that strives to compensate above market for the given role and stage of the company regardless of where you call home. You should expect an unlimited PTO policy and a culture that promotes using at least three continuous weeks every year. We sign off at 2:30 on Fridays, observe long weekends, and respect that some days you wake up and your head isn't in it. You should expect to be challenged and maybe even frustrated. But you should also expect an organization that wants to hear about it, understand it, and work to avoid it.

Requirements

Technical support specialist comfortable troubleshooting both hardware and software issues
Experience remotely connecting to devices to diagnose issues
Experience working with engineering teams to communicate recurring issues for fixes
Experience setting up and working within technical support ticketing and operations tools
Experience handling support requests through email and phone systems
Experience running commands in a terminal
Experience setting up Android devices for clients
Ideally based in Los Angeles and able to be in-person at our Culver City office & warehouse to assist with general IT and hardware ops, including device provisioning and shipping, when necessary (2-3 times/week)

Nice To Haves

Interest in or experience with security and compliance certifications

Responsibilities

Create and maintain a registry of all devices in the Topanga fleet
Monitor device health, tracking issues with customer devices, triaging customer reports
Provisioning and shipping new devices to customers
Participate directly in troubleshooting with customers, both via email and over video if necessary
Assist in maintaining a library of hardware documentation
Recommend and lead implementation of key improvements to customer support process