Technical Operations Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in maintaining immersive guest experiences consistently once they are operational in the environment.

• Facilitate connections among clients, vendors, project managers, engineers, and creative leads to ensure smooth ticket movement, successful deployments, and timely resolution of issues before they affect guests.

• Manage the flow of support tickets across various live engagements, guaranteeing that every issue has a designated owner, a defined next step, and a clear path to resolution.

• Engage directly with live systems by restarting services, monitoring and restarting containers, applying patches, executing documented deployments, following runbooks, and troubleshooting issues prior to escalating to engineers.

• Ensure successful launches and updates by coordinating deployment windows with engineering teams, clients, and vendors, including occasional off-hours windows needed for park downtimes.

• Maintain team alignment through weekly ticket reviews and support check-ins, capturing action items, confirming owners and due dates, and ensuring follow-through until completion.

• Simplify operational knowledge by keeping runbooks, after-action reports, deployment plans, and client documentation updated, accurate, and easily accessible.

• Safeguard project integrity by monitoring support-contract hours and retainer usage, identifying scope creep early so that leadership can make prompt decisions on change orders.

⛳️ Requirements

• 1–3 years of experience in IT operations, systems administration, service desk, or technical project support, within a tech/IT-ops environment or as part of a technical team in an agency or studio, where you have managed tickets and incidents from start to finish in a real ticketing system.

• Strong foundation in Linux or similar systems: you are adept at navigating the filesystem, managing permissions and processes, starting/stopping/inspecting services (e.g., systemd), and applying updates using a package manager (e.g., apt, yum, or dnf).

• Practical troubleshooting skills: you know how to analyze issues through logs (journalctl, tail/grep, or structured-log tools), utilize CLI utilities like curl or wget for diagnostics, and operate Docker containers by reading logs, monitoring health, and restarting faulty containers. While you won't write production code or create images, you will engage with live systems on a daily basis.

• A robust operational foundation: meticulous ticket management, precise documentation, up-to-date runbooks, valuable post-mortems, and a reputation for preventing details from slipping through the cracks.

• Effective communication under pressure: you can articulate a technical incident to a non-technical client without sacrificing accuracy, and you can convey difficult news while maintaining trust.

• Sound decision-making across competing workstreams: you can prioritize tasks, shift focus, maintain momentum, and recognize when to escalate issues before they escalate into larger problems.

• Proficiency with ticketing and project management tools such as Jira, ServiceNow, ClickUp, or similar. The ability to work effectively within the system is more crucial than the specific tool used.

🏝️ Benefits

• Availability for occasional late-night or early-morning deployment and support windows in alignment with park downtimes.

• Flexible working hours.

• Remote-first agency atmosphere.