Technical Operations Specialist - Second Line Support

📋 Description

• Manage complex issues: Investigate and resolve complex operational issues raised by internal teams
• Escalation handling: Take ownership of escalated issues and drive them through to resolution.
• Service improvement: Spark innovative ideas to improve Netcraft’s services, automation, tooling
• Process optimization: Drive process improvement to automate tasks and optimize workflows for
• Cross-functional collaboration: Work with engineering, product, and customer-facing teams to

🎯 Requirements

• Strong technical curiosity and ability to understand how complex systems interact.
• Ability to diagnose and resolve complex operational issues.
• Analytical mindset with ability to analyze datasets and present findings clearly.
• Decision-making and escalation judgement; know when to escalate problems.
• Attention to detail, adaptability, continuous improvement mindset; focus on customer outcomes.
• Excellent communication, written English, and empathetic user engagement.

🎁 Benefits

• 33 days vacation - includes national holidays which can be worked if you prefer
• Generous enhanced family leave and pay
• Enhanced sick pay, increasing with length of service
• Equity Tracking Units
• Hybrid and flexible working options
• 401(k) Safe Harbor Plan with employer match