Technical Operations Analyst

Role Description

As a Technical Operations Analyst, you are the critical bridge between initial support and our senior engineering teams. Your primary responsibility is to act as the scoping analyst for complex technical issues and service requests. You will use your broad technical knowledge of our service offerings to determine if a request falls within the scope of our standard support contract, requires escalation for professional services, or is a request for a new capability. You are the guardian of our engineering team's time. In addition to advanced troubleshooting, you are responsible for customer onboarding reviews and the development and refinement of the Standard Operating Procedures (SOPs) that empower our entire support structure.