Technical Support Lead
AccentureARE YOU READY to step up and take your technology expertise to the next level? 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. Cloud First - Software Engineering is a high performing team to join! We focus on client adoption of disruptive technologies, technology architecture and providing specialized skills related to integration, custom software engineering, testing, application modernization, agile and more. We help our clients with the most complex projects including working in open web platforms, DevOps platforms as well as intelligent Computing and Architecture enhancement. W ORK YOU WILL DO: Team Leadership & Program Operations 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. XR Device Technical Support 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. Client Engagement & Process Transformation 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. Automation & Application Development 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. Platform & Tool Expertise 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. Required Qualifications 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 hardwar…