Title: Technical Support (Augmnted Reality)

Location: Mountain View, CA 94040

Duration: 12+ Months

Payrange: $35/hr to $38/hr

About The Role:

Device Testing & Validation:

• Assist with review of new AR devices to ensure functionality and quality and to develop initial user documentation.
• Identify and document any hardware or software issues.
• Collaborate with engineering teams to resolve issues and improve device performance.

Device Preparation & Support:

• Prepare AR devices for various programs, including user research studies, data collection, demos, and events.
• Install software, configure settings, and ensure devices are ready for use.
• Provide on-site support during events/demos and assist users with device setup and operation.

User Support & Troubleshooting:

• Provide prompt and effective 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 issues to senior technical staff as needed.

Documentation & Knowledge Management:

• Develop and maintain comprehensive user support documentation for all AR prototypes.
• Create knowledge base articles, FAQs, and troubleshooting guides.
• Ensure documentation is accurate, up-to-date, and easily accessible to users.

Script Development:

• Develop scripts for device setup, diagnostics, and troubleshooting.
• Automate tasks to improve efficiency and reduce manual effort.
• Contribute to the development of tools and resources for the technical support team.

Hardware Issue Management:

• Triage hardware bugs, conduct fault analysis, and identify root causes.
• Manage the RMA (Return Merchandise Authorization) process for defective devices.
• Collaborate with logistics and engineering teams to ensure timely resolution of hardware issues.

Basic Qualification:

• Device Testing
• AR (Augmented Reality)
• Troubleshooting