{"id":1500933,"url":"https://alion.io/job/chooch-technical-operations-engineer","title":"Technical Operations Engineer","company":{"id":38985,"name":"Chooch","domain":"chooch.com","url":"https://alion.io/company/chooch","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Mateo, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":82000,"max_usd":206000,"period":"year","method":"role_country_seniority_unknown","sample_n":6763},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Computer Vision","optional":false},{"name":"Datadog","optional":false},{"name":"Freshdesk","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-29T00:00:00Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-01T12:39:31Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Ticket Ownership: Be primary responder for the queue; acknowledge, triage, and resolve tickets across email/portal/phone/chat.\nCustomer Communication: Keep customers informed with clear, friendly updates and realistic ETAs; jump on Zoom/phone when needed.\nTroubleshooting: Reproduce issues, analyze logs, collect diagnostics, and deliver workarounds or fixes.\nEscalations: Identify P1/P2 incidents, follow runbooks, and hand off cleanly to Tier 3/Engineering with crisp context.\nDocumentation: Create/update knowledge base articles, macros, and runbooks; improve templates and tagging.\nQuality & Hygiene: Maintain SLAs/SLOs, categorize tickets accurately, and ensure thorough notes.\nTooling & Automation: Suggest and implement improvements (views, rules, alerts, workflows).\nPost-Incident Follow-up: Draft RCAs for customer-facing incidents in partnership with engineering/ops.\nFeedback Loop: Aggregate recurring issues into product/bug reports with impact and repro steps.\nRequirements\n2-4 years in a service desk / technical support role (SaaS, IT, or developer-facing product).\nStrong troubleshooting skills and structured thinking; comfortable with logs, APIs, and basic networking.\nExcellent written & verbal communication; empathetic with a service mindset.\nExperience with a modern ticketing system (e.g., Zendesk, Jira Service Management, Freshdesk).\nFamiliarity with incident management (ITIL-lite is fine) and SLA tracking.\nComfortable working U.S. business hours with light on-call rotation.\nBasic scripting (e.g., Bash, Python) for log parsing or simple automations.\nExperience supporting computer vision/ML, edge devices, or REST APIs.\nExposure to observability tools (Datadog, Grafana), and log tools (ELK).\nCertifications: ITIL Foundation, HDI, CompTIA A+/Network+.\nBenefits\nChooch offers extensive benefits including health, dental, vision insurance, 401K with 3% match, extensive PTO, and life insurance policies included.","description_format":"text","description_chars":1939,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Life insurance","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Computer Vision","Medical AI","Supply Chain AI","Hospital Operations Software"],"lifecycle":[{"event":"open","at":"2026-09-30T03:57:17Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":21,"reasons":["conf:4","win:early"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/chooch-technical-operations-engineer","json_url":"https://alion.io/job/chooch-technical-operations-engineer.json","meta":{"generated_at":"2026-10-01T21:33:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4176,"day_limit":5000,"remaining_today":824,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}