Technical Support Specialist, Data Collection

Constellation is hiring a Technical Support Specialist to support its data collection operation in San Francisco, CA (onsite). In this role, you serve as the first line of support for day-to-day technical issues, troubleshoot on-site equipment and connectivity, and partner with engineering to drive fixes that keep collection workflows running smoothly.

You will work through problems systematically, starting with what’s happening on the floor (Wi-Fi, computers, monitors, peripherals, and collection appliances), then capturing the right diagnostic details and documenting resolutions. The goal is not only to restore operations, but also to help the team prevent repeat issues by sharing troubleshooting guidance and recognizing patterns across support requests.

What you’ll do

• Act as the first point of contact for day-to-day technical issues, asking good questions, keeping teammates informed, and working toward resolution
• Troubleshoot Wi-Fi connectivity, computers, monitors, peripherals, and on-site collection appliances; perform routine fixes and confirm equipment is functioning correctly
• Learn daily collection workflows from setup through session completion to identify where problems begin and how they affect the team
• Develop a working understanding of the data collection process, including component interactions, how to check system status, and where to find diagnostic information
• Investigate issues methodically by distinguishing equipment and connectivity problems from software defects, unclear procedures, and gaps in the collection process
• Create actionable issue reports for engineering, including impact, reproduction steps, expected vs actual behavior, and relevant logs or screenshots while protecting participant data
• Identify recurring causes by recognizing patterns across support requests and partnering with engineering and operations
• Own issues through resolution by escalating when needed, tracking progress, verifying fixes with the collection team, and maintaining clear troubleshooting guides
• Support teammates by helping them become more confident using the equipment and following collection procedures

What you bring

• Strong people skills: you listen carefully, explain technical steps clearly, and stay patient when someone is frustrated or a session is interrupted
• Systematic troubleshooting with curiosity for root causes and judgment for when escalation is required
• Hands-on experience diagnosing common computer, network, display, and peripheral issues gained through work, projects, or practical experience
• Ability to learn unfamiliar systems and workflows, follow documentation, and convert what you learn into clear instructions for others
• Reliability and attention to detail, with good judgment when handling equipment and participant data
• Ability to work on-site in San Francisco and collaborate closely with collection staff and engineers

Schedule

• Evening and weekend availability required
• Must be willing to work between 6am and 10pm

Compensation and benefits

• $25/hour (hourly rate commensurate with experience)
• Overtime eligible: 1.5x your regular rate for hours worked over 8 in a single workday or over 40 in a single workweek
• 12.5 days (100 hours) PTO annually
• Eligible to participate in Constellation’s 401k retirement plan

Nice to have

• Experience in help desk, technical support, IT, field service, or technical operations
• Experience supporting equipment in a lab, research, production, or data collection environment
• Familiarity with issue trackers such as Linear, plus experience reading logs and writing clear bug reports
• Experience improving support processes, documenting recurring fixes, or teaching teammates how to troubleshoot