Remote Tech Support Specialist

Who we are At Topanga.io , we're building systems for responsible consumption. Our platform helps businesses switch from single-use to reusable packaging, effectively eliminating waste while driving economic ROI. We accomplish this through our innovative track-and-trace technology and supporting suite of products and services. TL;DR: We're a climate tech company building the future of supply chains and consumption. As a team, we're passionate about solving hard problems. Through questioning, disagreement, and ultimate commitment to the chosen direction, we not only believe we will end up in a better place but that the journey will be more rewarding for all involved. We are fiercely objective and seldom dogmatic. We encourage each other's pursuit of hobbies and experiences outside of work. We acknowledge that careers tend to be zig-zags, not straight lines. This is great as long as the time spent working is fulfilling. Basically, our jobs do not define us, but they can add purpose. What you should expect Topanga.io is an early-stage technology company with growing product-market fit. You should expect a strong sense of mission and direction accompanied by constant testing and iteration. Priorities will be well-communicated but always subject to change. There will be opportunities to innovate and explore new paths if you want to pursue them. You should expect Topanga.io to be a remote first distributed team that strives to compensate above market for the given role and stage of the company regardless of where you call home. You should expect an unlimited PTO policy and a culture that promotes using at least three continuous weeks every year. (Yes, 12-days camping with no cell service is encouraged. Fresh air is good for us). We sign off at 2:30 on Fridays, observe long weekends, and respect that some days you wake up and your head isn't in it. You should expect to be challenged and maybe even frustrated. But you should also expect an organization that wants to hear about it, understand it, and work to avoid it. Who you are You are a technical support specialist that is comfortable troubleshooting both hardware and software issues. You have experience remotely connecting to devices to diagnose issues with them. You have worked with engineering teams in the past to communicate to them any recurring issues they should try to build fixes for. You have experience setting up and working within technical support ticketing and operations tools. You have experience handling support requests through email and phone systems. These requests will range from running commands in a terminal to setting up Android devices for clients. You are ideally based in Los Angeles and able to be in-person at our Culver City office & warehouse to assist with general IT and hardware ops, including device provisioning and shipping, when necessary (2-3 times/week). Additionally, you also have interest in or experience with security and compliance certifications. Key Responsibilities Create and maintain a registry of all devices in the Topanga fleet Monitor device health, tracking issues with customer devices, triaging customer reports Provisioning and shipping new devices to customers Participate directly in troubleshooting with customers, both via email and over video if necessary Assist in maintaining a library of hardware documentation Recommend and lead implementation of key improvements to customer support process $35 - $45 an hour We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.