Operations Manager, Technical Support
Abridge130,000 - 150,000 USD/year
- Full Time
- Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Information Technology & ServicesIndustries
Requirements
Candidates must possess 5+ years of direct experience providing Enterprise B2B Tier 1 technical support or engineering operations, along with knowledge of REST APIs and scripting in Ruby or Python. A Bachelor’s degree in Computer Science or equivalent professional experience is required, and candidates should demonstrate strong business writing skills and be a proactive process follower and optimizer.
Responsibilities
The Technical Support Engineer II will communicate directly with customers, offering expert guidance on subjects ranging from Dashboard training to SDK integration issues, and diligently manage their support queue by responding to customer submissions. They will also familiarize themselves with current features or bugs, file new tickets, evaluate use-cases for feature additions, escalate valid requests to the Product team, debug customer issues by reproducing them and gathering information, collect and document solutions and best practices, file bugs in JIRA, provide updates to teams, identify common patterns in crash logs, scripts, and API configurations, escalate issues to developers, write scripts/tools to serve customer data requests, and identify sales or billing issues for escalation to appropriate teams.
Skills
REST APIs
Scripting in Ruby
Scripting in Python
Customer Support
Troubleshooting
Bug Tracking (JIRA)
Documentation (Salesforce, Confluence)
API Configuration
Crash Log Analysis
Automation Scripting
Keywords Studios
Comprehensive service provider for video games
About Keywords Studios
Keywords Studios provides a wide range of services for the video games industry, supporting the entire lifecycle of game development. Their offerings include game-ready art, marketing, game development, functional and localization testing, text and audio localization, casting, audio post-production, community management, player support, and content moderation. The company utilizes proprietary technology to enhance its end-to-end platform, allowing clients to effectively bring their game concepts to life. Unlike many competitors, Keywords Studios focuses on delivering customized solutions that cater to the specific needs and budgets of their clients. The goal of Keywords Studios is to assist game developers and publishers in creating engaging digital content that entertains, connects, and educates players.
Key Metrics
London, United KingdomHeadquarters
1998Year Founded
$487.8MTotal Funding
IPOCompany Stage
Consumer Software, Entertainment, GamingIndustries
5,001-10,000Employees