Technical Operations Engineer

Chooch; San Mateo (CA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health, dental, vision insurance

401K with 3% match

Extensive PTO

Life insurance

Job summary

Chooch is seeking a technically skilled service desk professional to be the primary responder across email, portal, phone, and chat. You will diagnose issues, reproduce logs, and deliver fixes while maintaining clear customer updates and realistic ETAs.

Ideal candidates have 2–4 years in a service desk role, strong troubleshooting ability, and experience with Zendesk/Jira/Freshdesk. ITIL-lite and SLA tracking familiarity are expected, with on-call hours in U.S. business time.

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 and verbal communication; empathetic with a service mindset.
• Experience with Zendesk, Jira Service Management, or Freshdesk.
• Familiarity with ITIL-lite incident management 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 ELK.
• Certifications: ITIL Foundation, HDI, CompTIA A+/Network+.

Responsibilities

• Be the primary responder for the ticket queue across email, portal, phone, and chat.
• Keep customers informed with clear updates and realistic ETAs; escalate when needed.
• Reproduce issues, analyze logs, collect diagnostics, and deliver fixes or workarounds.
• Identify P1/P2 incidents and hand off with crisp context to Tier 3/Engineering.
• Create and update knowledge base articles, macros, and runbooks.
• Maintain SLAs/SLOs and ensure thorough ticket notes.
• Suggest and implement tooling improvements (views, rules, alerts, workflows).
• Draft RCAs for post-incident follow-ups in partnership with engineering/ops.
• Aggregate recurring issues into product/bug reports with impact and repro steps.

Skills

Troubleshooting

Structured thinking

Communication

Empathy

SLA tracking

On-call

Scripting basics

Logs & APIs

Networking basics

Incident management

Tools

Zendesk

Jira Service Management

Freshdesk

Datadog

Grafana

ELK

REST APIs

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.

2–4 years in aservice desk / technical supportrole (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 supportingcomputer vision/ML, edge devices, or REST APIs.

Exposure to observability tools (Datadog, Grafana), and log tools (ELK).

Certifications: ITIL Foundation, HDI, CompTIA A+/Network+.

Chooch offers extensive benefits including health, dental, vision insurance, 401K with 3% match, extensive PTO, and life insurance policies included.