# Technical Operations Engineer

**Company:** [Chooch](https://jobs.workable.com/companies/sTLWenxENT4smRhp5fxXVh.md)
**Location:** San Mateo, United States
**Workplace:** hybrid
**Employment type:** Full-time

[Apply for this job](https://jobs.workable.com/view/bb7344f3-26c9-4040-97ef-6e4a0dda6ad4)

## Description

**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.