Technical Operations Engineer

Chooch AI; San Mateo (CA); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K matching

Extensive PTO

Life insurance

Job summary

Chooch AI in San Mateo, CA is seeking a service desk specialist to own ticket triage, diagnostics, and customer communication for our SaaS platform. You will reproduce issues, collect logs, and deliver timely workarounds or fixes while maintaining SLA adherence.

You will collaborate with engineering on escalations, contribute to knowledge base updates, and help improve monitoring, runbooks, and automation. The ideal candidate has 2–4 years in a service desk and strong troubleshooting skills.

Qualifications

• 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 (Zendesk, Jira Service Management, Freshdesk).
• Familiarity with incident management (ITIL-lite) and SLA tracking.
• Comfortable working U.S. business hours with light on-call rotation.
• Basic scripting (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+.

Responsibilities

• Be primary responder for ticket queue; acknowledge, triage, and resolve tickets via email/portal/phone/chat.
• Provide clear customer updates with realistic ETAs; join Zoom/phone when needed.
• Reproduce issues, analyze logs, collect diagnostics, and deliver workarounds or fixes.
• Identify incidents and hand off with crisp context to Tier 3/Engineering.
• Create/update knowledge base articles, macros, and runbooks; improve templates and tagging.
• Maintain SLAs/SLOs and accurate ticket notes.
• Suggest improvements to tooling, views, rules, and alerts.
• Draft RCAs for customer-facing incidents with engineering/ops.
• Aggregate recurring issues into product/bug reports with impact and repro steps.

Skills

Service desk experience

Troubleshooting

Written & verbal communication

Ticketing system

Incident management

Scripting basics

REST APIs

Observability tools

Certifications

Education

ITIL Foundation

HDI

CompTIA A+/Network+

Tools

Zendesk

Jira Service Management

Freshdesk

Datadog

Grafana

ELK

Job 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.