Support Specialist

Job Title: Support Specialist (Multiple Openings)

Location: Dallas, TX - Onsite

Position Summary: 

Join Apkudo and bring your unique skills to a team where innovation and impact go hand in hand! In this role, you'll work with cutting-edge technologies to assist onsite customer operations using our proprietary maintenance and testing support systems. You will help lead the triage process 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 processes, productivity, and profitability.

What you’ll do: 

• Work onsite at our Dallas, TX location and support the customer(s) directly to implement and enhance our automated, robotic device testing and triage of cellphone and connected device systems
• Familiarity with automated systems, especially Controls, valves, mechanical, and electrical fields.
• Understanding of close loop controls, field sensors scaling, AND/OR functions typically performed by industrial controllers.
• Perform point-to-point checkouts between field devices and controllers.
• Perform basic support concepts such as ticketing systems, root cause analysis, and task prioritization.
• Ability to communicate effectively when escalating to the next tier or level. Comfortable with virtual communication, such as chat or support tickets.
• Knowledge of safe working practices around moving and electrical equipment
• Respond and resolve issues to minimize downtime of the test systems, ensuring operations run smoothly.
• Perform preemptive and corrective maintenance, as well as cycle counts for inventory.
• Provide detailed descriptions of the state of the system and provide insight as to the cause of any issues.
• Capture supporting data, including system logs, images, and any reproduction steps necessary to investigate issues as needed by other Apkudo teams.
• Perform regular testing based on a strict set of instructions throughout the lifecycle of systems.
• Work with teammates and our Engineering team to streamline existing support material, including but not limited to training guides, FAQs, and troubleshooting.
• Build and enhance customer relationships.
• Support onboarding of new and existing operators as new features and functionality are added.
• Perform other related customer support duties as required.

Physical Requirements:

• Regularly walk, move parts between sites, use hands and fingers, handle or feel, and reach with hands and arms.
• Stoop, kneel, crouch, and or crawl for extended periods.
• On occasion, lift and/or move up to 50 pounds.

What you’ll need: 

We come together to deliver for each other and our customers, and we know there are many paths to performing well. We expect you to come up to speed fast and deliver great work without too much guidance. We think it would be hard to do that in this job without specialized education or proven successful experience in:

• Customer Support Experience:
  • 1-5 years of progressive mobile device customer support experience.
  • 1+ years of Android or iOS Mobile device testing and customer support experience.
• Technical Experience:
  • 1-5 years of experience in Electro-mechanical, Hardware, Industrial control systems, controllers, and programming.
  • Proficient in troubleshooting industrial controls, including analog, discrete, and networked input/output field signals, vision systems, and scanners.
• Technical Skills:
  • Knowledge of Command Line Interface (CLI) such as Linux, Unix, and/or Bash/Shell.
  • Experience with programming languages such as Python is a plus.
  • Proficiency with data handling in Google Docs, Sheets, and Slides.
• Personal Attributes:
  • The desire to learn new technologies and work methods.
  • The ability to work both independently and within a cross-functional group environment.
  • Intrinsic motivation, positive energy, and a proactive and results-oriented outlook.
  • Organized and detail-oriented with the ability to meet deadlines while overseeing multiple short-term activities.
  • Excellent technical troubleshooting and problem-solving skills.
  • Excellent written and verbal communication skills.

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: 

• Generous holidays plus your birthday off.

• Paid parental leave benefits.
• Casual dress.
• A company-paid Google Pixel phone or a monthly tech stipend that you can use for your tech needs. 
• A monthly wellness stipend that you can use for things like a meditation app, standing desk, gym equipment, etc.
• 401(k) matching up to 4% or a 5% pension plan for employees of the UK. 
• Up to $5,250/year for certification, continuing education, and tuition reimbursement.

• Competitive package with benefits.

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: 

Please note that this position will be on-site in a warehouse facility.

Work Environment:

The Support Specialist will be operating in a warehouse setting, which includes:

• Temperature Variability: Working in areas that may experience fluctuating temperatures depending on the season.
• Physical Activity: Regular standing, walking, and lifting of items, sometimes weighing up to [weight limit, e.g., 50 lbs].
• Noise Levels: Working in a busy environment where machinery and equipment are in operation.
• Safety Gear: Adhering to safety protocols, including the use of personal protective equipment (PPE) such as safety vests, gloves, and steel-toed boots. Depending on the specific task, PPE may or may not be required.
• Security Protocols: The facility is equipped with metal detectors that you will be required to clear upon entry and exit.
• Must be able to work flexible shift schedules, including:
  • Monday–Thursday: 4:00 AM – 2:30 PM
  • Monday–Thursday: 3:00 PM – 1:30 AM
  • Friday–Sunday: 6:00 AM – 6:30 PM
• Candidates may be required to support additional shifts and nearby locations based on business needs. This role also includes on-call responsibilities, rotating schedules as needed, and responding to after-hours emergencies.

We are an agile organization, and so the duties and description of this role (like every other at Apkudo) may change at any time as we adapt.

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

Note: Apkudo is an Equal Opportunity employer. We are committed to diversity and inclusivity and to creating a culture where everyone feels respected and connected, no matter the location of their work. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.