Test Specialist

Job Summary

JD About the Role: We are looking for a highly skilled Technical Operations Lead to act as the key technical & operational expert and a single point of contact for clients. As an Operations Manager, you will be the bridge between our frontline support team and the Stakeholder Program Manager. You will dive deep into complex technical issues, provide guidance and mentorship to our support engineers, and drive improvements in our operational processes to enhance the client’s experience. If you are a problem-solver who loves to troubleshoot, teach others, and build efficient systems, this role is for you.

Key Responsibilities

Responsibilities: Serve as the primary technical escalation point (Level 2) for the existing support team, resolving complex partner issues Triage, investigate, and troubleshoot intricate technical problems, and escalate to internal engineering teams only when necessary. Mentor and coach existing support engineers, improving their technical proficiency, logical reasoning, and communication skills through case reviews and direct feedback. Analyze support ticket trends and operational workflows to identify and implement process improvements, reducing resolution times and improving client satisfaction. Ability to automate things in the possible areas. Act as a subject matter expert on product functionality and best practices. Develop and maintain internal knowledge base articles and technical support documentation. Manage communications for high-priority partner issues, ensuring timely resolution and a positive client experience. Champion Root Cause Analysis (RCA) initiatives to prevent recurrence of critical incidents and identify opportunities for proactive measures.