Sandbox VR

Manager

• Provide technical solutions and troubleshooting across Windows environments, networking, and hardware for the System & IT team.
• Communicate directly with hardware and software vendors to identify and implement effective fixes and system improvements.
• Ensure seamless system performance across all global retail stores, including occasional on-call support to resolve urgent technical issues and document permanent solutions.
• Plan and execute system tests and updates, including Windows patches, firmware or BIOS upgrades, and other configuration changes.
• Roll out and oversee system updates for Hong Kong and international retail locations.
• Lead and manage the Global IT Tier 1 and Tier 2 support teams, ensuring timely and effective issue resolution.
• Develop and maintain IT support processes and policies to deliver consistent, high-quality service.
• Monitor IT system performance and proactively identify areas for improvement.
• Collaborate across departments to align IT support with organizational goals and operational needs.
• Oversee the IT ticketing system, ensuring adherence to SLAs and efficient issue tracking.
• Train IT staff and end-users to maximize technology effectiveness and adoption.
• Conduct regular performance evaluations and guide professional development for IT support staff.
• Manage departmental budgets, forecasts, and cost controls.
• Lead and support hardware and software deployment projects, including new store installations (with potential global travel).
• Stay current with technology trends to recommend system upgrades and efficiency improvements.
• Build and maintain strong relationships with vendors and negotiate contracts for hardware, software, and support services.
• Create and maintain clear documentation for IT systems, support processes, and user guides to promote knowledge sharing.

IT Systems Support Manager

Full-stack Engineer

• This is a full-stack software engineering role, supporting our in-store platform
• Advance our core low latency system to redefine immersive VR experiences
• Develop solid and friendly SDKs to enable others to build content running on top of our platform
• Develop new features to empower our store and business operations
• Prototyping telemetry, observability, experimentation, and diagnostics system
• Streamline and minimize Ops cost on deploying our platform globally
• Explore and evaluate current and emerging hardware technologies (in house and 3rd party) for our platform
• Develop novel solutions and prototypes to demonstrate concepts and feasibility

Software Engineer

IT Support

• Focus heavily on strengthening and maintaining IT security, ensuring both people and systems remain safe and efficient as the company scales.
• Provide helpdesk support for the global corporate team; document solutions and build self-help resources and SOPs for common issues.
• Provide basic IT support for franchise owners for their assigned Google Workspace licenses.
• Build out the company’s first internal IT Tier-1 technical support function to handle common IT issues, functioning as Tier-2.
• Ensure smooth operation and troubleshooting for the Hong Kong office infrastructure including meeting room AV systems, video conferencing, and network connectivity.
• Oversee the full lifecycle of IT assets: procurement, setup, configuration, deployment, and depreciation/e-waste.
• Maintain accurate hardware and equipment inventory records, ensuring compliance with corporate security standards.
• Perform physical troubleshooting of all Hong Kong office electronic equipment.
• Facilitate IT onboarding for new employees, including account setup, device provisioning, and training on company IT systems and security protocols.
• Manage and optimize all company third-party SaaS platforms, ensuring secure configurations, efficient licensing, and cost control.
• Maintain a running budget and contract tracking of all software products using the internal software database.
• Where possible, fold relevant tools into the SSO / SCIM management framework.
• Own endpoint security: implement and monitor antivirus, endpoint detection, firewalls, and intrusion prevention solutions.
• Establish and enforce IT security policies, including device encryption, identity and access management, and data protection practices.
• Conduct regular audits and risk assessments to proactively identify vulnerabilities and mitigate threats.
• Lead incident response in the event of a security breach: containment, investigation, and remediation.
• Lead and contribute to projects that enhance internal IT infrastructure and security as Sandbox VR expands globally.
• Partner cross-functionally to ensure systems scale securely, reliably, and cost-effectively.

Senior IT Specialist

• Deliver an incredible guest experience by welcoming guests, encouraging walk-ins, and supporting Guest Experience Guides
• Handle guest de-escalation and support Guest Experience Guides or Shift Leads when needed
• Perform technical support and troubleshooting: conduct hardware/software checks, communicate issues to Store Manager and Tier 1 Helpdesk, co-lead on software updates and experience launches
• Maintain store cleanliness, order, and equipment readiness
• Co-lead store management tasks: create employee schedules, ensure coverage, adhere to state/federal scheduling laws, maintain daily checklists and audits
• Track and ensure breaks per law/company procedures and assist with store timecard approval
• Pursue future bookings and set achievable sales and KPI goals (B2Bs, Gift Cards, Add-Ons, Food & Bev) while coaching team to meet targets
• Provide store leadership: start-of-shift check-ins, in-the-moment coaching, partner in hiring and identify coaching opportunities
• Deliver training and onboarding: provide on-the-job training for Guest Experience Guides and Leads, manage e-learning course catalog and help staff complete training while supporting front-of-house service

Assistant Store Manager

• Provide strategic leadership across all store operations and support GEGs, Leads, or ASM as needed
• Set achievable sales and KPI targets on shift and coach team to meet goals
• Drive local marketing strategies and increase store-controllable profit (SCP)
• Deliver an incredible guest experience and support guest de-escalation when needed
• Manage operational and financial tasks: reports, audits, cleanliness, scheduling, labor spend, and communication with District Leader
• Perform technical support and troubleshooting: hardware/software checks, communicate issues to Helpdesk, rehabilitate low-damage hardware, lead software updates and experience launches
• Lead hiring, onboarding, coaching, staff development, and delegate responsibilities within leadership team
• Maintain store schematics and facility standards to ensure a premium guest environment