Technical Support Specialist

Job Title: Technical Support Specialist 

Location: Dallas, TX 

Salary: $50,000 - $65,000 

Position Summary: 

In this role, you will serve as a Specialist for the Apkudo Platform, product, and services, supporting key site(s) and multiple clients. You will be working with cutting-edge technologies to assist customers. You will define triage processes for your team and work with support from local and remote teams to implement solutions. You will develop a full understanding of these unique systems and help our customers advance their process, productivity, and profitability. You are expected to support outside of normal working hours to handle customer escalations. 

What you’ll do: 

Apkudo is agile, and so our days and duties can vary. In this role, you own and are responsible for: 

• Support multiple clients and Apkudo Platform, products, and services. Working onsite or remotely as needed. 
• Receives objectives and determines how to use resources to meet their goals 
• Delegate work, handle escalations, and ensure all deadlines are met in partnership with their manager 
• Responding to and resolving issues to minimize downtime, ensuring operations run smoothly. 
• Provide detailed descriptions of the state of the system and preliminary root cause 
• Capturing supporting data, including system logs, images, and any reproduction steps necessary to investigate issues as needed by other Apkudo teams 
• Define expected test or troubleshooting instructions. 
• Support the release of software updates and platform optimizations as required. To include end to end testing of pre-release builds. 
• Working with teammates to streamline existing support material, including but not limited to training guides, FAQs, and troubleshooting 
• Supporting onboarding of new and existing users as new features and functionality are added 
• Flexible and on-call weeknights and weekends (as required). Be able to support in situations where other team members are not available. 
• Other duties as required 

What you’ll need: 

• A degree in Computer Science, Information Systems, E.E., or M.E. is preferred. Relevant experience may substitute for a degree. 
• 3 to 5 years of progressive customer support experience 
• Excellent technical troubleshooting and problem-solving skills
• Experience working with and debugging; software applications, hardware systems, and APIs is required 
• Knowledge of Command Line Interface (CLI) such as Linux, Unix, and/or Bash/Shell 
• Experience testing and/or supporting Android and iOS phones and Linux and/or Mac tablets/notebooks/laptops 
• Experience with programming languages such as Python is a plus 
• Excellent written and verbal skills with a demonstrated ability to communicate system function and operation effectively 
• Excellent communication skills - able to properly engage with various teams and customers and build rapport that will help streamline support processes and remove roadblocks 
• The ability to work in a cross-functional group environment as well as alone 
• Intrinsic motivation, positive energy, and a proactive and results-oriented outlook 
• Strong organizational skills - able to participate in multiple projects/calls, manage direct reports, and still complete assigned tasks. 
• The desire to learn new technologies and work methods 
• Proficiency with Google Docs, Sheets, and Slides or MS Office 

Our Core Values: 

• Hooked on customers. Our passion for innovation propels our customers forward. We thrive on solving our customers’ problems, big and small. 
• We communicate confidently and with generosity. We not only spread ideas, but we also spread understanding to help every team succeed. 
• Champion the use of data. We use data to build solutions to problems, promote collaboration, and inform decisions for us and our customers. 
• Proudly accountable. We follow through because the alternative is not an option. Every word, every action, and every result reflect the improvements we seek to make. 
• Be you. We bring our whole selves to our work, our teams, and our customers. The collective ‘we’ will shine bright for all to see. 
• I have your back. Trust and respect each other to do the right thing when someone needs an extra hand. We go farther together than we do alone. 
• It matters how we show up. Sometimes bold, sometimes brave, always curious. We expect more of ourselves to be our best for the team. 

What you can expect from us: 

• Annual leave - 20 days of paid annual leave per year 
• Holidays - Generous paid holidays, including a day off for your birthday. 
• Paid parental leave benefits - 12 weeks (2 weeks prior, 10 weeks following) of paid parental leave for eligible regular full-time employees 
• Casual dress - We offer a casual dress code so you can feel comfortable and be yourself at work. 
• Flexible Working Arrangements - Apkudo supports a healthy work-life balance by offering flexible working hours and remote or hybrid work setups. Please note that the availability of flexible working arrangements may vary based on the specific role and business requirements. 
• Tuition reimbursement - Up to $5,250 per year for financial assistance for continuing education, certification courses, or degree programs related to your role.
• Wellness Stipend - Monthly stipend to support health and wellness activities, such as gym memberships, yoga classes, or wellness apps. 
• Tech Stipend - Monthly stipend to assist with purchasing or upgrading technology equipment for optimal productivity. 
• Benefits - Comprehensive benefits package that includes medical, dental, and vision insurance. Please note that benefit offerings may vary based on your location. 
• 401(k) matching up to 4% 

*Please note that fringe benefits provided may be subject to local tax regulations.* About Apkudo: 

Our Vision 

Devices connect the world. We help ensure there will still be a world to connect. This is ambitious, on purpose. We must lean into our shared passion for change and do whatever it takes to do our part to regenerate resources and build sustainable processes and behaviors to leave the world a better place. 

Those who do good, do well. 

The Fine Print: 

We are a dynamic organization, and the responsibilities and scope of this role (like all roles at Apkudo) may evolve as we continue to adapt and grow. 

This position is exempt under the Fair Labor Standards Act (FLSA). 

Note: Apkudo is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristics.