Technical Operations Specialist

Addition; Greater London; Hybrid; GBP 52,000 - 62,000; Full time

Job summary

Addition in London is seeking an experienced Technical Operations Specialist to own UK technical operations, spanning support, incident investigation, UAT and QA, and vendor liaison. You will collaborate with CX, engineering, product and project management across the UK and US.

The role combines hands-on troubleshooting with clear communication, owning UK release quality and coordinating with external partners to ensure robust product delivery.

Qualifications

• 3–5 years in technical operations, technical support or technical services.
• Strong hands-on troubleshooting and investigation skills.
• Ability to run database queries and read technical logs independently.
• Experience authoring and managing tickets through Jira or comparable tooling.
• Proven track record of working with engineering teams on investigations and specs.
• Experience managing technical relationships with vendors and external partners.
• Working knowledge of AWS cloud environments.
• Confidence writing SQL queries against PostgreSQL or other relational DBs.
• Strong technical judgement and prioritisation skills.
• Excellent written and verbal communication skills.
• Ability translating technical information for non-technical stakeholders.
• Structured, process-focused approach to workflows and documentation.
• On-call or incident-response experience is a plus.

Responsibilities

• Own day-to-day technical support, troubleshooting and root-cause analysis for UK issues.
• Run database queries, review logs and carry out investigations to diagnose issues.
• Manage UK Jira tickets through triage, investigation and resolution.
• Act as the primary UK technical escalation point for the CX team.
• Execute and sign off UK product UATs.
• Conduct QA checks on UK tickets before progression to UAT.
• Coordinate with US engineering and product teams on release timing and quality.
• Test UK mobile app releases and product functionality.
• Document and manage UK-side requirements and improvements in the product pipeline.
• Provide technical insight to support product and operational decisions.

Skills

Troubleshooting

Jira

SQL

PostgreSQL

AWS

Technical communication

Incident management

Log analysis

Git

Outlook

Tools

Elasticsearch

Kibana

AWS CloudWatch Logs

Salesforce

Git

Outlook

Job description

Location: London | Flexible Hybrid Working

We’re partnering with a growing technology-led organisation to appoint an experienced Technical Operations Specialist.

This is an excellent opportunity for a hands‑on technical professional to take day‑to‑day ownership of UK technical operations, spanning technical support, incident investigation, UAT and QA, release quality, vendor liaison and client‑facing technical queries.

You’ll work independently while collaborating closely with customer experience, engineering, product and project‑management teams across the UK and US.

The Opportunity

As Technical Operations Specialist, you’ll be the primary technical escalation point for the UK operation, investigating issues, diagnosing root causes and ensuring technical queries are resolved before they become wider business problems.

You’ll also take ownership of UK release quality, manage technical tickets and specifications, coordinate with external technology partners and feed UK‑specific requirements into the product‑development pipeline.

This is a varied and highly accountable role for someone who combines strong technical investigation skills with clear communication, sound judgement and the confidence to work directly with clients, vendors and distributed engineering teams.

Key Responsibilities

You’ll help keep the organisation’s UK technology operation running effectively by:

• Owning day‑to‑day technical support, troubleshooting and root‑cause analysis for issues raised by internal teams, clients and external partners.
• Running database queries, reviewing logs and carrying out technical investigations to identify and diagnose issues.
• Managing the reporting, triage, investigation and escalation of UK bugs through Jira.
• Acting as the primary technical escalation point for the UK customer experience team.
• Executing and signing off UAT for UK product releases.
• Conducting QA checks on UK‑relevant tickets before they progress to UAT.
• Coordinating with US engineering and product teams on release timing, functionality and quality.
• Testing UK‑specific mobile application releases and product functionality.
• Authoring, prioritising, escalating and managing UK‑side Jira tickets through to resolution.
• Working with technical project management colleagues to define UK improvements, specifications and requirements.
• Feeding client feedback and UK‑specific technical requirements into the wider product pipeline.
• Participating in regular technology and release‑planning meetings.
• Providing technical insight to support product and operational decisions.
• Managing day‑to‑day technical relationships with card-issuing, accounting‑integration and other technology partners.
• Representing UK technical requirements during vendor meetings and improvement discussions.
• Leading the initial investigation and management of technical incidents affecting the UK business.
• Escalating major or business‑critical incidents appropriately.
• Completing post‑incident reviews and documenting actions to help prevent recurrence.
• Handling escalated technical queries from clients, cardholders and production‑accounting teams.
• Investigating and resolving data‑export and accounting‑software integration issues.
• Identifying workflow inefficiencies and proposing practical technical improvements.
• Supporting tooling, AI and process‑improvement initiatives.
• Documenting technical processes and contributing to the internal knowledge base.

About You

You’ll be an experienced technical operations, technical support or technical services professional who is comfortable taking ownership of investigations and working independently with minimal supervision.

You will also have:

• Three to five years of experience within technical operations, technical support or technical services.
• Strong hands‑on troubleshooting and investigation experience.
• The ability to run database queries, read technical logs and diagnose issues independently.
• Experience authoring and managing tickets through Jira or comparable engineering tooling.
• A proven track record of working directly with engineering teams on technical investigations and specifications.
• Experience managing technical relationships with vendors and external partners.
• Working knowledge of AWS cloud environments and the ability to navigate hosted services during investigations.
• Confidence writing SQL queries against PostgreSQL or comparable relational databases.
• Strong technical judgement and the ability to prioritise, investigate and escalation appropriately.
• Excellent written and verbal communication skills.
• The ability to translate technical information for customer experience teams, clients and non‑technical stakeholders.
• A structured, process‑focused approach to technical workflows and documentation.
• Confidence troubleshooting technical issues directly with clients.
• Experience collaborating with distributed engineering, product and project‑management teams.
• Familiarity with day‑to‑day tools such as Git, Salesforce and Outlook.

It would also be advantageous to have:

• Experience within payments, card issuing, banking, fintech or comparable financial‑services infrastructure.
• Experience running UAT and QA processes for software releases.
• Exposure to AI‑assisted tooling, workflow automation or modern process‑improvement methods.
• Experience supporting accounting‑software integrations.
• An understanding of APIs and how data moves between connected systems.
• Knowledge of log‑analysis tools such as Elasticsearch, Kibana or AWS CloudWatch Logs.
• Previous experience within a growing or scaling business.
• On‑call or incident‑response experience.

Why Apply?

This is a fantastic opportunity to take ownership of a broad technical operations function within a growing, internationally connected organisation.

In return, you’ll benefit from:

• A salary of £52,000–£62,000, dependent on experience.
• Flexible hybrid working from a London base.
• A varied role spanning technical operations, product releases, incident management and client support.
• Direct collaboration with UK and US engineering, product and project‑management teams.
• The opportunity to influence technical processes, tooling and continuous improvement.
• 25 days of annual leave plus bank holidays, increasing with service to 30 days.
• Annual discretionary bonus and salary reviews.
• A 6% employer pension contribution.
• Private medical insurance and a health cash plan.
• Group life assurance and enhanced company sick pay.
• Enhanced maternity, paternity and adoption pay.
• Access to employee incentive, Cycle to Work and technology salary‑sacrifice schemes.
• Free access to wellbeing support and online professional learning.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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