Technical Operations Specialist

Seeking a Technical Operations Specialist. This permanent role is at the heart of their UK operations, providing critical technical support and ensuring seamless collaboration between the UK and US teams. This remote role involves regular travel to London for team days and in-person collaborations.

Key Responsibilities:Technical Support and Investigation

• Owning day-to-day technical support for the business - investigation, troubleshooting, and root-cause analysis of technical issues.
• Managing client-facing tickets through Salesforce and providing timely updates on ongoing issues.
• Completing initial diagnostics and issue reproduction to enable clean hand-off to engineering when necessary.
• Running database queries and technical investigations to identify and diagnose issues.
• Owning the reporting for UK bugs - triage, investigation, and escalation to engineering.
• Being the primary technical escalation point for the UK CX team.

Release Quality-UAT and QA

• Executing and signing off UAT for UK product releases.
• Running QA checks on UK-relevant tickets before moving to UAT.
• Coordinating with the US engineering and product teams on UK release timing and quality.
• Testing UK-specific mobile app releases and functionalities.
• Providing quality sign-off before releases...