Tech Support Manager

Key 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
• Aid in maintaining a library of hardware documentation
• Recommend and lead implementation of key improvements to customer support process

Requirements

• Experience remotely connecting to devices to diagnose issues with them
• Experience working with engineering teams to communicate recurring issues
• Experience setting up and working within technical support ticketing and operations tools
• Experience handling support requests through email and phone systems
• Experience setting up and configuring Android devices for clients

Qualifications

• Based in Los Angeles
• 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)
• Interest or experience with security and compliance certifications