End User Support Specialist

Innovation Starts With You.

End-User Support Specialist Full time / Permanent Position Remote Job Role: The End-User Support Specialist is responsible for providing Tier 1 technical and operational support for VR end-users, with a primary focus on configuring, dispatching, shipping, and managing replacement Quest devices.

This role ensures a seamless end-user experience through timely issue resolution, device lifecycle management, and close collaboration with internal support teams.

Configure, provision, and prepare Quest VR devices for end-user deployment Manage dispatching and shipping of replacement and new VR devices, including tracking and documentation Provide Tier 1 phone, email, and ticket-based support for VR end-users Troubleshoot basic hardware, software, connectivity, and user-access issues Guide end-users through device setup, usage, and best practices Coordinate device returns, replacements, and inventory updates Escalate complex technical issues to Tier 2 / engineering teams as needed Maintain accurate support records, asset logs, and shipping details Support internal teams with VR device logistics and user onboarding Contribute to user guides, FAQs, and standard operating procedures Qualifications: 1–3 years of experience in end-user support, help desk, or technical support roles Experience supporting hardware devices and end-users in a production environment Strong troubleshooting and customer service skills Comfortable providing phone-based technical support Familiarity with ticketing systems and asset management tools Ability to manage multiple requests with strong attention to detail Excellent communication and documentation skills Nice to have Qualifications: Experience supporting VR devices (Quest or similar) Knowledge of device provisioning, MDM, or deployment workflows Experience with shipping logistics and inventory coordination Familiarity with SaaS platforms and user access management Key Skills & Competencies Customer-focused mindset. Strong organizational and time-management skills. Clear verbal and written communication. Ability to work independently and within a team environment.