Technical Operations Specialist, I

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

📋 Description

• Manage client interactions with professionalism, accuracy, and responsiveness.

• Take ownership of assigned tickets from acknowledgment through investigation, resolution, and closure.

• Adhere to response and resolution SLA timelines while proactively communicating risks or delays.

• Identify issues early, work collaboratively with teammates, and escalate internally when necessary.

• Follow SOPs and best practices while pinpointing process inefficiencies.

• Collaborate with Engineering, Product, and other teams to address issues.

• Investigate questions related to data quality and perform basic accuracy checks.

• Detect data gaps and anomalies, documenting findings for Technical Support Engineer evaluation.

• Confirm data integration status and ensure data flow from advertising platforms and analytics tools.

• Check for missing credentials, expired tokens, and configuration errors.

• Record support interactions in the ticketing system.

• Contribute to the development of troubleshooting guides, FAQs, process updates, and knowledge base content.

• Develop and train AI agents to automate TechOps workflows.

• Create dashboards and views for operational problem-solving.

• Improve end-to-end pipeline monitoring and assist in resolving potential issues.

• Create and enhance sub-agent skills for more effective outcomes.

⛳️ Requirements

• 2–3 years of relevant professional experience, with at least 1 year of hands-on experience using AI tools.

• Basic technical aptitude with the ability to learn data platforms and software applications.

• Familiarity with AI tools and agentic operational workflows.

• Proficient in Python and/or Node.js.

• Advanced knowledge of SQL.

• Working experience with Jira, Angular, Snowflake, and AWS.

• Excellent verbal and written communication skills in English, with a customer-friendly, professional demeanor.

• Strong problem-solving abilities and systematic troubleshooting skills.

• Capability to manage multiple priorities in fast-paced settings.

• Experience with ticketing systems such as Zendesk, Intercom, Freshdesk, or Jira Service Desk; or a willingness to learn.

• Comfortable with ambiguity and quick to learn new concepts.

• Detail-oriented with excellent organizational skills and follow-through.

• Basic Excel/Google Sheets skills for data review and validation.

• Nice to have: 1–2 years of experience in customer support, technical support, or customer success in B2B SaaS or technology companies.

• Nice to have: Experience or domain knowledge in marketing.

• Nice to have: Experience in developing AI agents that automate complete end-to-end workflows.

🏝️ Benefits

• 100% Remote.

• Total Rewards - Attractive compensation packages, regional paid holidays, and regional health and wellness plans where applicable.

• Social Engagement - Opportunities for virtual engagement, knowledge sharing, and more.

• Giving Back - Opportunities to volunteer and make an impact in our communities through Measured for Good initiatives.

• Culture - Commitment to integrity, diversity, and award-winning technology.

• Equal employment opportunities along with a commitment to diversity and inclusivity.