Job Description

Talespin is building the platform to transform talent development and skill alignment for the future of work. Our spatial computing products deliver a new standard for learning and workforce data, empowering organizations and individuals to make better talent and career decisions. We are looking for highly motivated and creative individuals to join in our mission to transform how humans learn, work and play.

Talespin is seeking an XR Support Engineer to provide enterprise level support to our customers and partners. This is a very dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, interface with engineering on various product issues, and contribute to projects revolving around XR learning authoring software and associated developed content, support tools, knowledge management, our growing marketplace of solutions, and more.

In this role you will:

• Ensure responsiveness and first-time resolution to customers’ requests for technical support primarily through incoming emails, calls, and ticket requests.
• Customer environment/instance provisioning and ongoing technical maintenance and support.
• Troubleshoot and solve simple to highly complex hardware and software technical issues using logical troubleshooting approaches with attention to detail.
• Product lifecycle feedback to internal teams via summarizing and articulating critical customer feedback and via testing new Talespin products and product updates prior to customer consumption. When needed, work with a team to resolve or escalate product issues to internal Talespin departments.
• Periodically provide on-site support for service projects, event support, installations, and on-site technical service (amount of on-site technical work is expected to be minimal, <10%, but could vary based on geographical location and industry events).
• Actively create and update knowledge base articles for internal/external use.
• Ability to actively listen to customers and use Hubspot Service Hub and/or ZenDesk to quickly capture accurate detailed notes about troubleshooting, plans of action, and site-specific information for all customer interactions.
• Regularly participate in technical training on new and different products and systems to advance your technical knowledge for supporting Talespin customers.

Skills and abilities we are looking for:

• Proven work experience (ideally 3+ years) as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Good understanding of computer systems, mobile devices and other tech products. Hands-on experience with VR head-mounted displays (HMDs) - Oculus Quest, HTC Vive, etc. a strong plus.
• Experience supporting and troubleshooting Identity Access Management solutions (LDAP, SSO, SAML, or WS-Federation).
• Excellent attention to detail to enable you to log processes and capture data accurately
• Familiarity with help desk software preferred (eg. Zendesk, Hubspot Service Hub)
• Excellent problem-solving and communication skills. You enjoy problem solving with a curious and inquisitive mind, to investigate a technical issue and get to the heart of the problem
• Ability to provide step-by-step technical help, both written and verbal
• You will be collaborative, working with the support team to resolve complex issues, as well as knowledge share
• You have the ability to remain calm under pressure when dealing with complex time critical issues
• You are a self-motivated person, able to manage changing priorities and work with a global customer base.
• Must be able to work a flexible schedule to support international clients

*The salary range for this role is $66,906.00 to $87,544.00 and final offers are determined using multiple factors including experience and level of expertise. This position may also be eligible for an annual company performance based-bonus and/or a quarterly performance bonus. Talespin complies with applicable law regarding pay transparency