Technical Operations Engineer

Chooch AI

. Be the primary responder for the ticket queue; acknowledge, triage, and resolve tickets across email, portal, phone, and chat .

Posted 9/30/2026full-timeSan Mateo • California • United StatesJuniorMid-Level💰 $70,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong troubleshooting skills and structured thinking in a service desk or technical support role, with experience in ticket management, incident resolution, and customer communication. Proficient in using modern ticketing systems and familiar with basic scripting and observability tools to enhance support processes.

Highest-signal resume keywords

Troubleshooting SkillsModern Ticketing System ExperienceBasic Scripting (Bash, Python)Incident Management Familiarity (ITIL-lite)Observability Tools Exposure (Datadog, Grafana)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingLog AnalysisBasic NetworkingScripting (Bash, Python)APIsIncident ManagementSLA TrackingTicket ManagementCustomer SupportDiagnostics Collection

Soft Skills

Excellent CommunicationEmpathyService MindsetStructured Thinking

Tools & Technologies

ZendeskJira Service ManagementFreshdeskDatadogGrafanaELK

Certifications & Qualifications

ITIL FoundationHDICompTIA A+CompTIA Network+

Industry Keywords

Service DeskTechnical SupportSaaSITComputer VisionMachine LearningEdge DevicesREST APIs

Tech Stack

Tools & technologies

GrafanaPython

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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 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

Comp & perks

Health insurance
Dental insurance
Vision insurance
401K with 3% match
Extensive PTO
Life insurance policies included