Chooch
Technical Operations Engineer
Salary not posted. The employer did not include pay in this listing. Ask for the range in your first conversation; it is a fair question.
Posted 5 days ago · listed on Workable
Should you apply?
- Open
- 5 days
- Fresh. First-week applicants get read first.
- Salary
- Not posted
- No range in the posting. Ask early. It is a fair question and it saves everyone time.
Days open comes from the posting date. Fill time and reposting rate come from this company's recent public postings.
About the role
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.