The Role
We’re looking for a curious, resourceful Technical Support Specialist to keep our data collection operation running smoothly. You’ll be the first person our collection team turns to when something isn’t working, whether that’s a dropped Wi-Fi connection or a recurring problem in a collection workflow.
You’ll work closely with operations and engineering, learning how our data engine works and how the team uses it every day. You’ll resolve routine issues on-site, investigate problems systematically, and help engineers understand the issues that need their attention. This role combines hands-on technical support with patient, clear communication and a willingness to understand why something went wrong.
We’ll train you on our collection systems and the technical details needed to diagnose common failures and recognize when engineering needs to step in. You don’t need to arrive knowing every tool we use. We’re looking for someone who takes ownership, learns quickly, and enjoys helping people get unstuck.
Responsibilities
Be the first point of contact for day-to-day technical issues, asking good questions and keeping teammates informed as you work toward a resolution
Troubleshoot Wi-Fi connectivity, computers, monitors, peripherals, and on-site collection appliances; make routine fixes and verify that equipment is working correctly
Learn our daily collection workflows deeply, from setup through session completion, so you can recognize where a problem starts and how it affects the team’s work
Build a working understanding of the data collection process, including how its components interact, how to check system status, and where to find useful diagnostic information
Investigate issues methodically, distinguishing equipment and connectivity problems from software defects, unclear procedures, and gaps in the collection process
Write actionable issue reports for engineering, including the impact, reproduction steps, expected and actual behavior, and relevant logs or screenshots, while protecting participant data
Recognize patterns across support requests and work with engineering and operations to address recurring causes
Own issues through resolution: escalate when needed, track progress, verify fixes with the collection team, and maintain clear troubleshooting guides
Help teammates become more confident using the equipment and following collection procedures
Qualifications
Strong people skills: you listen carefully, explain technical steps clearly, and stay patient when someone is frustrated or a session is interrupted
A systematic approach to troubleshooting, with the curiosity to investigate root causes and the judgment to know when to escalate
Hands-on experience diagnosing common computer, network, display, and peripheral issues, developed through work, projects, or other practical experience
Ability to learn unfamiliar systems and workflows, follow documentation, and turn what you learn into clear instructions for others
Reliability, attention to detail, and good judgment when handling equipment and participant data
Ability to work on-site in San Francisco and collaborate closely with collection staff and engineers
A software engineering degree or coding background is not required.
Nice to Haves
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, reading logs, and writing clear bug reports
Experience improving support processes, documenting recurring fixes, or teaching teammates how to troubleshoot
Schedule: Evening and weekend availability required; must be willing to work between 6am and 10pm
Compensation
Hourly rate commensurate with experience: $25/hour
Eligible for overtime pay: 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 for participation in Constellation's 401k retirement plan.