Triage Specialist

• Location: 300 W 6th St, Austin, TX 78701
• Work Model: 100% onsite
• Candidate Location: Austin-local candidates only
• Schedule: Monday through Friday, 9:00 AM to 6:00 PM
• Lunch: One-hour unpaid lunch
• Level: Junior / entry-level candidates only
• Role type - Full time - Fixed Term for 1 year

What We Are Looking For Candidates should be technically comfortable and able to:

• Navigate and troubleshoot software
• Work with both iOS and Android
• Perform manual testing
• Review reported software bugs and identify the core issue
• Follow complex documentation and processes
• Work with ticketing systems and complete tickets accurately
• Document reproduction steps, results, priority, severity, tagging, and assignment
• Use generative AI tools
• Interpret basic data tables and charts
• Work effectively in an environment with changing requirements and some ambiguity

Nice To Have

• Root cause analysis experience
• Experience reviewing software logs
• Basic programming knowledge

Important: Please Set Candidate Expectations Before Submission This is a fully onsite role , and remote or hybrid arrangements are not available.

The work is primarily queue and ticket driven . Individual performance is measured through areas such as:

• Daily ticket volume
• Ticket processing time
• Quality
• Productivity

This is not an Agile environment , and there are no automation testing opportunities associated with this role.

Candidates will manually test client products, including smart glasses, VR headsets, and mobile devices , to reproduce reported software issues and document their findings.

Mandatory Screening Questions Please submit the candidate's response to EVERY question below along with the resume. Do not submit the profile without completed screening responses.

• This role is strictly onsite due to client infrastructure and hardware. Remote or hybrid work is not possible. Can you be onsite every day?
• Are you currently located in Austin, Texas?
• The schedule is Monday-Friday, 9:00 AM to 6:00 PM, with a one-hour unpaid lunch. These hours cannot be adjusted. Are you able to work this schedule?
• Do you have reliable transportation?
• Can you commute daily to 300 W 6th St, Austin, TX 78701?
• The client tracks individual metrics such as tickets processed, processing time, quality, and productive hours. Are you comfortable with this level of monitoring?
• This is not an Agile role. The work consists of processing tickets from a queue against daily targets. Are you comfortable working in this environment?
• Do you have any planned or anticipated vacation in the next six months? If yes, please provide the dates.
• Training takes place during the first month, and only one day of leave is allowed during this period. Can you commit to this requirement?
• There is a 90-day ramp-up period during which extended leave is not permitted. Can you commit to this requirement?
• Do you have experience using Apple computers such as MacBook or iMac? Please provide brief details.
• What experience do you have with generative AI tools? Please provide examples.