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

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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 FundamentalsOperating Systems (Linux, MAC, Android, iOS)Command Line *Nix ToolsTechnical Support Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ResponseNetwork FundamentalsOperating Systems (Linux, MAC, Android, iOS)Command Line *Nix ToolsTroubleshootingDocumentationDevice DeploymentSoftware MaintenanceTechnical SupportProblem-Solving

Soft Skills

Strong Communication SkillsCustomer Support PassionPrioritization SkillsOwnershipCollaboration

Tools & Technologies

Google WorkspaceJiraSlackZoomService Desks

Certifications & Qualifications

Bachelor’s Degree in Computer Science

Industry Keywords

SLAOn-Call RotationEscalation PathsLANWANVLANFirewallsSwitchesAccess PointsIssue Management

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 within set SLA response times
Participate in a responsive issue-management process
Participate in an on-call rotation for incident response
Document workflows and playbooks for common issues
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 and communicate with stakeholders
Collaborate with remote team members to 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, e.g. LAN, WAN, VLAN, Firewalls, Switches, Access Points, etc.
Experience or Knowledge with Operating Systems (Linux, MAC, Android and iOS)
Experience or Knowledge with command line *nix tools, e.g. ssh, scp, bash, curl, vim, python terminal, ping, tcpdump, etc.
Experience or Knowledge with Google Workspace, Jira, Slack, Zoom, and other technologies
Familiarity with common issue management practices and tools, e.g. service desks, SLAs, on call rotation, escalation paths, sprint, kanban, etc
Systematic troubleshooting and problem-solving approach, coupled with a strong sense of ownership and drive
Strong written and verbal communication skills
Tech savvy – ability and passion for learning new technology and tools
Passion for customer support and providing timely solutions
Prioritization skills based on support-request impact
Able to cross-train with other IT team members

Benefits

Comp & perks

Remote work arrangement
On-call rotation for continuous incident coverage