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Open nowPosted 5 days ago

Technical Operations Engineer

Workable (global search)108,016 open roles

Where
San Mateo, CA, United States
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Your applicationOpen nowTechnical Operations EngineerWorkable (global search) · San Mateo, CA, United States

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Workable (global search)'s own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 5 days ago

Workable (global search) median: 7 days open

The posting

Ticket Ownership: Be primary responder for the queue; acknowledge, triage, and resolve tickets across email/portal/phone/chat.

Customer Communication: Keep customers informed with clear, friendly updates and realistic ETAs; jump on Zoom/phone when needed.

Troubleshooting: Reproduce issues, analyze logs, collect diagnostics, and deliver workarounds or fixes.

Escalations: Identify P1/P2 incidents, follow runbooks, and hand off cleanly to Tier 3/Engineering with crisp context.

Documentation: Create/update knowledge base articles, macros, and runbooks; improve templates and tagging.

Quality & Hygiene: Maintain SLAs/SLOs, categorize tickets accurately, and ensure thorough notes.

Tooling & Automation: Suggest and implement improvements (views, rules, alerts, workflows).

Post-Incident Follow-up: Draft RCAs for customer-facing incidents in partnership with engineering/ops.

Feedback Loop: Aggregate recurring issues into product/bug reports with impact and repro steps.

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.

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+.

Benefits

Chooch offers extensive benefits including health, dental, vision insurance, 401K with 3% match, extensive PTO, and life insurance policies included.

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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