Technical Support Analyst

Accenture Flex invites you to join a Technical Support Analyst role that centers on AR prototype hardware support, device testing, troubleshooting, documentation, and on-site assistance. This onsite position in Mountain View, CA offers close collaboration with engineering teams and direct user interaction, with a compensation range of USD 30 - 40 per hour.

Benefits and culture

• Medical insurance
• Dental insurance
• Vision insurance
• Long-term disability coverage
• 401(k) plan
• Paid time off

Responsibilities

• Support the testing and validation of new AR devices to confirm functionality and quality, and help produce initial user documentation.
• Identify and document hardware and software issues to inform remediation efforts.
• Collaborate with engineering teams to address issues and enhance device performance.
• Prepare AR devices for programs such as user research studies, data collection, demos and events; install software, configure settings, and verify readiness.
• Provide on-site support during events and demos; assist users with device setup and operation.
• Deliver prompt technical support to users of AR prototype hardware; troubleshoot hardware and software issues, diagnose problems, and guide users to solutions.
• Respond to user inquiries via email or in person; escalate complex cases to senior technical staff as needed.
• Develop and maintain comprehensive user support documentation for AR prototypes; create knowledge base articles, FAQs, and troubleshooting guides; ensure accuracy and accessibility.
• Develop scripts to automate device setup, diagnostics, and troubleshooting; contribute to tools and resources for the technical support team.
• Triage hardware bugs, perform fault analysis, and identify root causes; manage the RMA process for defective devices; coordinate with logistics and engineering to ensure timely resolution.

Requirements

• Minimum 1 year of work experience.
• Minimum 1 year of experience in a technical support role, preferably with hardware experience.
• High School Diploma or GED.
• Technical skills: Python, Bash.