[INTERNAL CANDIDATES ONLY] Technical Operations Lead | 2025-041

About StarRez

StarRez is renowned for impacting millions of students' lives every year with industry-leading software. StarRez’s combined customer base now exceeds 1,300 in more than 25 countries and over 3 million beds under management. Along with the recent combination with Adirondack Solutions and RMS, this growing scale enables ever greater opportunities to expand community value through enhanced product capabilities and services. Many of the most prestigious Universities, Colleges and Property Managers across the globe rely on StarRez to transform the student residential experience.

The Role

At StarRez the Technical Operations (TechOps) team is a team of support engineers with technical skills who are embedded in the Platforms function of the Product & Technology department.

The TechOps team bridges the wider support team with the teams within Product & Technology and are primarily responsible for solving more-complex customer issues that are escalated from the support team. They are responsible for liaising with non-technical teams to gather information and build a technical description of the issue. They will also investigate issues to identify the software, component or systems causing the problem in order to escalate to the team responsible if required.

As a Technical Operations Lead, you’ll take on day-to-day responsibility for the TechOps team, ensuring effective triage and resolution or escalation of customer issues. 

Role Specifics

• Work Location: Remote (US)
• Travel: Up to 10% of the time. (The percent of travel is an estimation, and it could vary up or down based on business needs throughout the year.)
• Reporting Structure: This role reports to the Vice President, Platforms. 
  

What You Will Own

• Training new Technical Operations team members 

• Holding regular 1:1s with team members 

• Mentor and assist the Technical Operations team members to build their skills and experience 

• Training the support team on technical aspects and product troubleshooting 

• Tracking and reporting on issues that have been escalated from the support team 

• Identify, document and escalate common recurring issues 

• Analyse issues to determine a suitable fix, or escalate to the team responsible 

• Triaging and prioritising issues reported by customers and escalated from the support teams 

• Improving the customer service experience 

• Assist with coordination/orchestration of deployments to customer environment 

• Participate in Incident Response activities as required as well as Incident Postmortems 

• Building processes to allow team members to collaborate internally and with the wider business 

• Troubleshooting customer configuration and issues escalated from outside the technology community 

• Make changes to infrastructure, code and configuration in order to resolve customer issues 

• Proactively identify issues customers are experiencing and coordinate remediation 

Application Deadline:  This role will accept applications until November 22nd, 2024 at 12PM CST unless otherwise posted.

Required Qualifications

• Strong knowledge of the StarRez product 

• Experience of 3+ years in a customer support role 

• Advanced analytical and problem-solving skills 

• Experience in writing support documentation, bug reports and customer communication 

• Ability to collaborate and manage a team across multiple time zones 

• Willingness to learn new systems, tools and technologies 

• Demonstrate excellent verbal and written communication skills 

Preferred Qualifications

• Experience leading a team or team members 

• Ability to read, and debug code in at least one programming language 

• Understanding of core product technologies (MSSQL, .NET, Web) 

• Proficiency in reading/writing SQL 

• Familiarity with Monitoring/Observability tooling (e.g. Application Insights, DataDog) 

Reasons to join our Team:

• Opportunity to be a part of a well-established, high-performance company that has been in business for over 30+ years.
• Full benefits including health care, paid time off, life insurance, and 401k plan with company match for eligible team members.
• A supportive team environment with emphasis on learning and development opportunities.
• Our Promise: You will learn, grow, and be appreciated for your impact and contributions.
• Z-Factor: Our most celebrated value, you will work with a team of caring, high-performing, and passionate people who have fun supporting our vision, innovation, and continuous improvement.

Even if you don't have all of the Preferred Qualifications listed above, but feel you have what it takes to succeed in the role, we would love to hear from you. 

We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply.   

Notice to external Recruiters and Recruitment Agencies: 

StarRez will not accept unsolicited resumes from recruitment agencies, headhunters, or any other third parties for this role through this website, directly to any employee, or by any other means. StarRez and any of our subsidiaries will not pay fees to any third-party agency or company. In addition, we ask that you do not reach out to any employee with regards to this position, or any other positions, now, or in the future. 

We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply.

Compensation$105,000-$115,000