Technical Operations Engineer

Chooch•San Mateo, CA

3d•Onsite

About The Position

This role involves being the primary responder for a technical operations queue, handling tickets across various communication channels. The engineer will be responsible for troubleshooting issues, communicating with customers, escalating critical incidents, and contributing to documentation and tooling improvements. The position requires a strong understanding of technical support principles, excellent communication skills, and the ability to work within a team to resolve customer issues and improve operational efficiency.

Requirements

2–4 years in a service desk / technical support role (SaaS, IT, or developer-facing product).
Strong troubleshooting skills and structured thinking; comfortable with logs, APIs, and basic networking.
Excellent written & verbal communication; empathetic with a service mindset.
Experience with a modern ticketing system (e.g., Zendesk, Jira Service Management, Freshdesk).
Familiarity with incident management (ITIL-lite is fine) and SLA tracking.
Comfortable working U.S. business hours with light on-call rotation.
Basic scripting (e.g., Bash, Python) for log parsing or simple automations.

Nice To Haves

Experience supporting computer vision/ML, edge devices, or REST APIs.
Exposure to observability tools (Datadog, Grafana), and log tools (ELK).
Certifications: ITIL Foundation, HDI, CompTIA A+/Network+.

Responsibilities

Be primary responder for the queue; acknowledge, triage, and resolve tickets across email/portal/phone/chat.
Keep customers informed with clear, friendly updates and realistic ETAs; jump on Zoom/phone when needed.
Reproduce issues, analyze logs, collect diagnostics, and deliver workarounds or fixes.
Identify P1/P2 incidents, follow runbooks, and hand off cleanly to Tier 3/Engineering with crisp context.
Create/update knowledge base articles, macros, and runbooks; improve templates and tagging.
Maintain SLAs/SLOs, categorize tickets accurately, and ensure thorough notes.
Suggest and implement improvements (views, rules, alerts, workflows).
Draft RCAs for customer-facing incidents in partnership with engineering/ops.
Aggregate recurring issues into product/bug reports with impact and repro steps.