Chooch AI

Operations

• Be the primary responder for the ticket queue; acknowledge, triage, and resolve tickets across email, portal, phone, and chat
• Keep customers informed with clear, friendly updates and realistic ETAs; use Zoom or phone when needed
• Reproduce issues, analyze logs, collect diagnostics, and deliver workarounds or fixes
• Identify P1/P2 incidents, follow runbooks, and hand off to Tier 3/Engineering with clear context
• Create and update knowledge base articles, macros, and runbooks
• Improve templates and tagging
• Maintain SLAs/SLOs, categorize tickets accurately, and ensure thorough notes
• Suggest and implement tooling and workflow improvements, including views, rules, alerts, and automations
• Draft RCAs for customer-facing incidents with engineering/ops
• Aggregate recurring issues into product or bug reports with impact and reproduction steps

Technical Operations Engineer