Terminal Operations Specialist
On-siteBrno, South Moravian, Czechia
Job Summary
Conduct in-depth triage of device-related issues by sifting through logs, recreating intermittent bugs, and documenting findings for the Engineering team. Serve as the L3 escalation point, re-routing connectivity or backend problems to ensure smooth resolution while proactively chasing developers to prevent SLA breaches. Act as the critical bridge between Level 2 Support, Development, Customer Success, and Sales teams to maintain operational stability. Proactively chase developers to prevent Ops SLAs from being breached and keep resolution momentum moving. Contribute to the resolution and documentation of hard-to-debug problems with hardware peripherals and application business logic. Update internal wiki manuals to reflect new issues, workarounds, or process changes. Work with Product Managers to prioritize issues and remotely assist Customer Success Managers with setup instructions and activation during the installation phase. Join the on-call operations roster to minimize support gaps.
Required Qualifications
- Proven experience in providing tech support and troubleshooting
- Detail-oriented and loves to dive deep into logs to find likely culprits
- Familiarity with physical hardware or at least an appetite to learn
- Able to break a problem into clear, reproducible steps, isolating variables to narrow down the likely cause, the way a well-structured bug report does
- Exceptional writing skills
- Ability to speak out and suggest improvements to the process
- Collaborate to ensure coverage of 09:00 GMT – 12:00 Eastern, Monday–Friday
Desired Qualifications
- We want to make sure you like your job and wanna go an extra mile for us
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