We are seeking a dynamic Technical Operations Specialist to assist our platform and customers across various functions. This position integrates technical support, system operations, quality assurance, and documentation into one comprehensive role. You will serve as the link between our customers and the development team—managing issues, testing new features, executing operational tasks, and documenting procedures. This is a practical, generalized role perfect for someone who appreciates variety and takes pride in ensuring smooth operations.

Key Responsibilities

Customer Support

• Manage and prioritize customer support requests through the ticketing system
• Diagnose problems, collect necessary information, and escalate issues to the development team when appropriate
• Communicate professionally and clearly with customers, ensuring they receive updates and solutions
• Convert technical issues into clear, actionable insights for internal teams

System Operations

• Set up and configure customer environments (including virtual desktops, virtual phones, and connectivity)
• Execute scripts and carry out routine system tasks in both Linux and Windows environments
• Monitor live systems and respond to any alerts
• Support OS patching, service reboots, and fundamental infrastructure maintenance

Quality Assurance

• Conduct manual testing of platform features, workflows, and customer interfaces
• Test new versions and bug fixes prior to deployment
• Clearly document and communicate findings to the development team
• Confirm fixes and carry out regression testing

Technical Documentation

• Create and update internal knowledge base articles, runbooks, and troubleshooting guides
• Document operational procedures and support workflows
• Ensure documentation is up-to-date as the platform progresses

Requirements

Required Qualifications

• 2+ years of experience in a technical support, QA, or operations role
• Comfortable working in both Linux and Windows environments via command line
• Ability to read and run scripts (Bash, PowerShell); light scripting ability is a plus
• Strong written and verbal communication skills in English
• Experience with ticketing systems and customer-facing support
• Detail-oriented with the ability to document steps and reproduce issues reliably
• Comfortable context-switching between different types of tasks
• Self-motivated and able to work independently

Preferred Qualifications

• Experience supporting a SaaS platform or technical product
• Familiarity with virtualization concepts (VMs, virtual networking)
• Exposure to VPNs, proxies, or networking fundamentals
• Experience with basic database queries (PostgreSQL)
• Background in manual QA or software testing
• Interest in OSINT, cybersecurity, or investigative technology