Ticket Ownership:
Be primary responder for the queue; acknowledge, triage, and resolve tickets across email/portal/phone/chat. Customer Communication:
Keep customers informed with clear, friendly updates and realistic ETAs; jump on Zoom/phone when needed. Troubleshooting:
Reproduce issues, analyze logs, collect diagnostics, and deliver workarounds or fixes. Escalations:
Identify P1/P2 incidents, follow runbooks, and hand off cleanly to Tier 3/Engineering with crisp context. Documentation:
Create/update knowledge base articles, macros, and runbooks; improve templates and tagging. Quality & Hygiene:
Maintain SLAs/SLOs, categorize tickets accurately, and ensure thorough notes. Tooling & Automation:
Suggest and implement improvements (views, rules, alerts, workflows). Post-Incident Follow-up:
Draft RCAs for customer-facing incidents in partnership with engineering/ops. Feedback Loop:
Aggregate recurring issues into product/bug reports with impact and repro steps. Requirements 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 & 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 Chooch offers extensive benefits including health, dental, vision insurance, 401K with 3% match, extensive PTO, and life insurance policies included.
Be primary responder for the queue; acknowledge, triage, and resolve tickets across email/portal/phone/chat. Customer Communication:
Keep customers informed with clear, friendly updates and realistic ETAs; jump on Zoom/phone when needed. Troubleshooting:
Reproduce issues, analyze logs, collect diagnostics, and deliver workarounds or fixes. Escalations:
Identify P1/P2 incidents, follow runbooks, and hand off cleanly to Tier 3/Engineering with crisp context. Documentation:
Create/update knowledge base articles, macros, and runbooks; improve templates and tagging. Quality & Hygiene:
Maintain SLAs/SLOs, categorize tickets accurately, and ensure thorough notes. Tooling & Automation:
Suggest and implement improvements (views, rules, alerts, workflows). Post-Incident Follow-up:
Draft RCAs for customer-facing incidents in partnership with engineering/ops. Feedback Loop:
Aggregate recurring issues into product/bug reports with impact and repro steps. Requirements 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 & 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 Chooch offers extensive benefits including health, dental, vision insurance, 401K with 3% match, extensive PTO, and life insurance policies included.