Technical Support Lead

There is never a typical day at Accenture, but that’s why we love it here! This is an extraordinary chance to begin a rewarding career at Accenture Technology. Immersed in a digitally compassionate and innovation-led environment, here is where you can help top clients shift to the New using leading-edge technologies on the most ground-breaking projects imaginable.

• Lead and mentor a team of XR technicians, device specialists, and operational support resources.
• Drive daily warehouse operations, inventory management, asset tracking, and device distribution activities.
• Establish operational standards, KPIs, and best practices for efficient device handling and support.
• Coordinate cross-functional activities between client stakeholders, engineering teams, logistics partners, and support personnel.
• Ensure compliance with inventory controls, asset management processes, and security requirements.

• Serve as the technical escalation point for XR hardware and platform-related issues.
• Perform and oversee:
  • Device flashing and firmware updates
  • Device configuration and provisioning
  • Device reset and recovery procedures
  • Hardware and software troubleshooting
  • Root cause analysis and issue resolution
• Develop technical documentation, troubleshooting guides, and support playbooks.
• Drive continuous improvement initiatives to reduce device failure rates and improve service levels.

• Work directly with client engineering and operations teams to define, improve, and optimize support processes.
• Identify opportunities to automate repetitive troubleshooting and operational activities.
• Lead workshops and discussions with stakeholders to gather requirements and translate business needs into technical solutions.
• Design scalable support models for device deployment, testing, logistics, and lifecycle management.

• Design, develop, and maintain internal applications and automation tools that improve operational efficiency.
• Build automated workflows for:
  • Device diagnostics
  • Inventory management
  • Issue tracking
  • Reporting and analytics
  • Process orchestration
• Leverage AI capabilities and Large Language Models (LLMs) to enhance troubleshooting, knowledge management, and operational insights.
• Create dashboards and reporting solutions to provide visibility into device health, inventory, operational performance, and support trends.

• Act as the organization's XR platform expert and trusted advisor.
• Utilize and administer tools including:
  • Google Workspace
  • Google AppScript
  • Buganizer
  • Google AI tools and LLM platforms (Gemini, Jetski, and related technologies)
• Collaborate with engineering teams to evaluate emerging XR technologies and operational improvements.

• 5+ years of overall experience in technical operations, hardware support, IT engineering, or related disciplines.
• Proven experience leading technical support or operational teams.
• Deep expertise in XR platforms, devices, and ecosystem technologies.
• Experience with:
  • XR device provisioning and management
  • Device flashing and firmware deployment
  • Device troubleshooting and root cause analysis
  • Warehouse operations and hardware asset management
• 3-5 years of hands-on experience with Google AppScript development.
• Experience supporting prototype, pre-production, or emerging technology hardware programs.
• Experience with AI-assisted workflow automation and Large Language Models.
• Knowledge of Gemini, Jetski, Google AI Studio, and related Google AI technologies.
• Experience integrating APIs, databases, and cloud-based automation solutions.
• Strong knowledge of Google Workspace administration and automation.
• Experience working with Buganizer or similar engineering issue-tracking platforms.
• Experience developing applications, scripts, and workflow automation solutions.
• Ability to communicate effectively with both technical and executive stakeholders.
• Bachelor Degree or College Diploma required

• XR Platform Expertise
• Prompt Engineering
• Automation Engineering
• AI & LLM Integration
• Application Development

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.