Technical Operations Specialist - I

About this role

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Skills you'll use

What you'll do

• Client-Facing Excellence & Ticket Ownership
• Handle all client interactions with professionalism, accuracy, and responsiveness, maintaining a client-first mindset focused on delivering a positive and reliable experience
• Own every assigned ticket from acknowledgement through investigation, resolution, and closure, with each step handled thoroughly and communicated clearly
• Proactively pick up tickets and support teammates to maintain balanced workload distribution across the team
• Consistently meet response and resolution SLA timelines, communicating proactively if risks or delays are anticipated
• Deliver work that is clear, complete, and accurate, continuously improving to reduce errors and eliminate rework
• Escalation Management & Process Adherence
• Identify and address issues early, collaborating with teammates and escalating internally when needed, before client impact occurs
• Take full responsibility for your outcomes, learning from every challenge and bringing a continuous improvement mindset to your work
• Keep all teams informed with timely, clear updates, communicating transparently when facing constraints or delays

Who can apply

• Follow established SOPs and best practices, proactively identifying inefficiencies and sharing improvement ideas with the team
• Work effectively with Engineering, Product, and other teams to resolve issues efficiently and contribute to a culture of shared accountability.
• Conduct initial investigation of data quality questions, validating data availability and basic accuracy checks
• Identify obvious data gaps or anomalies and document findings for Technical Support Engineer review
• Verify data integration status and confirm data is flowing from advertising platforms and analytics tools
• Check for common data issues such as missing credentials, expired tokens, or configuration errors
• Escalate data integrity issues to Technical Engineers with clear documentation of symptoms and customer impact
• Document support interactions accurately in ticketing system with clear notes for future reference

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