Triage Specialist

About the Role

This is a fully onsite, full-time, fixed-term role for 1 year, based in Austin, TX. The role is junior/entry-level and involves manual testing of client products, including smart glasses, VR headsets, and mobile devices. The work is primarily queue and ticket-driven, with a focus on reproducing reported software issues and documenting findings.

Responsibilities

• Navigate and troubleshoot software
• Work with both iOS and Android platforms
• Perform manual testing
• Review reported software bugs and identify core issues
• Follow complex documentation and processes
• Work with ticketing systems and complete tickets accurately
• Document reproduction steps, results, priority, severity, tagging, and assignment
• Use generative AI tools
• Interpret basic data tables and charts

Requirements

• Must be located in Austin, TX, and able to commute daily to 300 W 6th St, Austin, TX 78701
• Able to work Monday-Friday, 9:00 AM to 6:00 PM, with a one-hour unpaid lunch
• Comfortable with a high level of monitoring, including metrics such as tickets processed, processing time, quality, and productive hours
• Able to work in a non-Agile environment, processing tickets from a queue against daily targets
• No planned or anticipated vacation in the next six months (if any, dates must be provided)
• Able to commit to a 90-day ramp-up period with no extended leave
• Experience using Apple computers (MacBook or iMac)
• Experience with generative AI tools

Qualifications

• Technically comfortable with software navigation and troubleshooting
• Familiarity with iOS and Android platforms
• Ability to follow complex documentation and processes
li>Experience working with ticketing systems

Nice to Have

• Root cause analysis experience
• Experience reviewing software logs
• Basic programming knowledge

Schedule

Monday-Friday, 9:00 AM to 6:00 PM, with a one-hour unpaid lunch. These hours cannot be adjusted.

Location

300 W 6th St, Austin, TX 78701. This is a 100% onsite role, and remote or hybrid arrangements are not available.

Mandatory Screening Questions

Candidates must provide responses to the following questions along with their resume:

1. Can you be onsite every day?
2. Are you currently located in Austin, Texas?
3. Are you able to work the schedule of Monday-Friday, 9:00 AM to 6:00 PM, with a one-hour unpaid lunch?
4. Do you have reliable transportation?
5. Can you commute daily to 300 W 6th St, Austin, TX 78701?
6. Are you comfortable with the level of monitoring, including metrics such as tickets processed, processing time, quality, and productive hours?
7. Are you comfortable working in a non-Agile environment, processing tickets from a queue against daily targets?
8. Do you have any planned or anticipated vacation in the next six months? If yes, please provide the dates.
9. Can you commit to the training requirement of only one day of leave during the first month?
10. Can you commit to the 90-day ramp-up period with no extended leave?
11. Do you have experience using Apple computers such as MacBook or iMac? Please provide brief details.
12. What experience do you have with generative AI tools? Please provide examples.