Tech Support Specialist
About The Position
Topanga.io is an early-stage technology company with growing product-market fit. We are building systems for responsible consumption, helping businesses switch from single-use to reusable packaging through innovative track-and-trace technology. As a team, we are passionate about solving hard problems and encourage the pursuit of hobbies and experiences outside of work. You should expect a strong sense of mission and direction, accompanied by constant testing and iteration. Priorities will be well-communicated but subject to change, with opportunities to innovate. Topanga.io is a remote-first distributed team that strives to compensate above market, offering unlimited PTO with a culture that promotes using at least three continuous weeks annually. We sign off at 2:30 on Fridays, observe long weekends, and respect work-life balance. You should expect to be challenged but also to have your feedback heard and acted upon.
Requirements
- 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
Benefits
- Unlimited PTO policy
- Culture that promotes using at least three continuous weeks of PTO annually
- Sign off at 2:30 on Fridays
- Observe long weekends
- Compensation above market for the given role and stage of the company
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
