Technical Operations Engineer Chooch San Mateo, CA Job Details Full-time $70,000 - $75,000 a year 1 hour ago Benefits 401(k) 3% Match Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Life insurance Qualifications ITIL Foundation ITIL Certification Bug Tracking (Quality assurance practices) Incident management software Bug Reporting (Quality assurance practices) IT monitoring tools Incident management operations support Computer networking Video conferences (communication methods) Defect tracking tools Ticketing system technical support

Full 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.