Technical Operations Specialist
10 Month Contract – Parental Leave Cover (Onsite)
Business Support Engineering delivers value for customers by providing strategic, personalized, and proactive engineering support across product priorities. We are building a world-class enterprise support organization focused on the success of businesses leveraging our suite of Ads, FinTech and Messaging products. We strive to deliver service excellence so businesses can thrive on our platforms in an open and connected world. Those who join our teams are very passionate about solving people’s issues and are strong advocates for the broader suite of products.
We are looking for a passionate Technical Operations Specialist based in Singapore. The ideal candidate is someone who is highly operational efficiency, able to coordinate cross functional and regional teams, with experience working in a fast-paced environment, has worked in a similar role within the technology or social media industry and enterprise technology product experience would be a huge advantage.
Responsibilities
- Monitor and manage daily customer support tickets for prioritization and triage
- Respond to alerts when certain metrics go out-of-trend, informing and invoking action from relevant stakeholders
- Provide business summaries for daily hand-over of activities between different regions
- Review and assess inbound emergency escalations, following internal processes, triage and support regional escalations
- Identify commonly reoccurring issues and build runbooks/guides to resolve them
- Potentially raise code fixes or write new technical tests to prevent future issues
- Providing coverage on weekends / holidays (rotation-based)
Essential Skills/Experience
- Ability to write functional code in any modern programming language, ideally in shipped project/website/app
- Understanding of basic HTTP request lifecycles
- Ability to extract and analyze data, familiarity with SQL and data visualization tools is a must
- Ability to translate technical terms for a non-technical audience
- Customer-oriented mindset with demonstrated understanding and empathy
- High attention to detail, with an ability to execute standard workflows while also adapting appropriately to business and process changes when necessary
- Passion and ability to learn technical concepts
- Creative problem solver with excellent troubleshooting skills
- Demonstrated ability to multitask and prioritize in a fast-paced environment
- Collaborative team player with "get it done” attitude
- Comfortable with processes and repetition
- Experience with process improvement projects is desired
- High quality written and spoken English is mandatory
Bexlyn Chiu R1985241
EA 08C5248
