Technical Operations Lead

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

📋 Description

• Establish the initial ticketing system and outline the processes for intake, triage, and escalation.

• Reproduce customer-reported bugs, document them clearly for the engineering team, and ensure customer feedback is looped back.

• Assist admissions coordinators in navigating workflows.

• Provide enterprise-level support and manage escalations effectively.

• Deliver ranked lists of source issues as identified by the Product team.

• Retrieve SOC 2 control evidence via Drata and follow up on any outstanding training requirements.

• Create runbooks for onboarding future support personnel.

• Oversee the support queue, manage enterprise escalations, handle incident communication, and facilitate facility onboarding.

• Gradually expand responsibilities to include the internal help desk, MDM, SSO, access reviews, CrowdStrike, Drata and SOC 2 evidence, and HR compliance for employees.

• Ultimately lead a team focused on these functions.

⛳️ Requirements

• Strong customer orientation.

• Maintains composure during escalated situations.

• Sufficiently technical to read logs, reproduce bugs, and engage in discussions with engineers.

• Excellent writing skills, capable of conveying technical scenarios to non-technical audiences under tight deadlines.

• Comfortable navigating ambiguity.

• Driven by the desire to make an impact.

• Willingness to take ownership of enterprise support, internal IT, endpoint and security tools, and SOC 2 compliance duties.

• Must already be authorized to work in the United States without requiring employer sponsorship.

🏝️ Benefits

• Comprehensive health insurance (medical, dental, vision, prescription).

• A remote-first, asynchronous-friendly workplace culture.

• A small team environment with minimal bureaucracy, high levels of ownership, and direct access to the CTO.