Product Operations Lead, Tier 1
$77,000–$102,000 year
On-site · Costa Mesa, California, United States
Job Summary
Lead and mentor Product Operations Associates to ensure 24/7 operational readiness and high-quality support for deployed hardware/software products. Own ticket flow and triage using Salesforce Service Desk, Jira, and ServiceNow; develop Tier 1 runbooks and knowledge articles; drive process improvements based on customer feedback and metrics; interface directly with customers and product teams to resolve complex issues across hardware, software, and networking domains; supervise shifts, manage staffing, and ensure timely resolution. Requires ability to obtain and hold a U.S. Secret security clearance; Bachelor’s degree or equivalent experience; 2-3 years in an Operations/Support Center or similar environment; familiarity with military assets is a plus; located in Costa Mesa, CA.
Required Qualifications
- Bachelor’s degree or equivalent experience in a related field
- Minimum of 2-3 years of experience in an Operations/Support Center or similar operational environment
- Prior experience supporting complex hardware systems, networks, and related technologies (military assets are a plus)
- Excellent communication skills, both written and verbal
- Ability to work independently and as part of a team
- Extremely detail oriented with excellent customer service
- Strong aptitude for problem solving in unstructured situations at the interface of hardware, software, and networking
- Must be able to obtain and hold a U.S. Secret security clearance; Holding clearances or Background Investigations in the past a plus
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