About this role
The team is seeking a Technical Escalations Operations Engineer to play a crucial role in enhancing operational efficiency. This position involves close collaboration with Client Operations, Product, and Core Development Teams within Engineering. The successful candidate will be responsible for monitoring the JIRA Queue for incoming Service Requests, Bugs, Troubleshooting issues, and Raw Data Requests while ensuring adherence to response and resolution Service Level Agreements (SLAs).
Key Responsibilities:
- Monitor and manage the JIRA Queue for timely resolution of service requests and issues.
- Collaborate with cross-functional teams to troubleshoot and resolve technical issues effectively.
- Acquire in-depth product knowledge to facilitate swift issue resolution.
- Communicate effectively with engineering teams and stakeholders regarding escalated issues.
- Maintain and report on SLA compliance metrics to ensure high-quality service delivery.
Required Skills & Qualifications:
- Bachelor's degree in Engineering, Computer Science, or a related field.
- 3-5 years of experience in a technical operations or support role.
- Proficiency in using JIRA or similar issue tracking systems.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively in a fast-paced environment.
What we offer:
The team provides a dynamic work environment, opportunities for professional growth, and a chance to be part of a collaborative team focused on innovation and excellence.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.