Junior Support Engineer

HeadSpin

. Triage and respond to incident and outage tickets from automated monitoring and customer reports .

Posted 10/15/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident response and troubleshooting within network and software infrastructure, with a strong focus on customer support and effective communication. Proficient in managing technical support tickets and collaborating with cross-functional teams to resolve issues efficiently.

Highest-signal resume keywords

Incident ResponseNetwork FundamentalsLinux Operating SystemCommand Line ToolsTechnical Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ResponseNetwork FundamentalsLinux Operating SystemCommand Line ToolsTroubleshootingTechnical SupportDevice DeploymentSoftware MaintenanceDocumentationSLA Management

Soft Skills

Strong Communication SkillsProblem-SolvingOwnershipCollaborationCustomer Support

Tools & Technologies

Google WorkspaceJiraSlackZoomOn-Call Rotation

Certifications & Qualifications

Bachelor’s Degree in Computer Science

Industry Keywords

LANWANVLANFirewallsSwitchesAccess PointsMobile Device TroubleshootingService DeskEscalation PathsKanban

Tech Stack

Tools & technologies

AndroidCloudFirewallsiOSLinuxPython

About the role

Key responsibilities & impact

Triage and respond to incident and outage tickets from automated monitoring and customer reports
Follow and manage tickets through resolution
Collaborate with and escalate tickets to internal teams
Work with global HeadSpin sites and data center smart hands or technicians to debug and recover systems and hardware
Work with cloud and on-premise infrastructure teams
Respond to tickets and issues within set SLA response times
Participate in a responsive and accountable issue management process
Participate in an on-call rotation for incident response
Document workflows and playbooks for common issues and situations
Maintain and update critical software and network infrastructure
Assist with or recommend device deployments, upgrades, and maintenance
Troubleshoot mobile device hardware, software, and network issues
Engage, collaborate, and communicate with stakeholders
Collaborate with remote team members to build and maintain productive team relationships

Requirements

What you’ll need

0 to 2 year(s) (or equivalent) experience in a technical support role
Bachelor’s degree in computer science or comparable
Experience or knowledge with incident response relating to network and software infrastructure
Experience or knowledge with network fundamentals, including LAN, WAN, VLAN, firewalls, switches, and access points
Experience or knowledge with operating systems including Linux, Mac, Android, and iOS
Experience or knowledge with command line *nix tools, including ssh, scp, bash, curl, vim, Python terminal, ping, and tcpdump
Experience or knowledge with Google Workspace, Jira, Slack, Zoom, and other technologies
Familiarity with issue management practices and tools, including service desks, SLAs, on-call rotation, escalation paths, sprints, and kanban
Systematic troubleshooting and problem-solving approach, strong sense of ownership and drive
Strong written and verbal communication skills
Ability and passion for learning new technology and tools
Passion for customer support and providing timely solutions
Ability to prioritize support requests based on impact
Ability to cross-train with other IT team members

Benefits

Comp & perks

On-call rotation providing continuous incident coverage
Opportunity to provide input on operational issues, pain points, and processes
Collaboration with remote team members
Cross-training with other IT team members