Kahootz can bring everyone together in secure online workspaces, which can be configured for your specific business purpose. This includes project management, client portals, procurement, stakeholder engagement and much more. With little IT training or consultancy required, your teams can quickly set up new workspaces and begin collaborating across organisations in minutes. Our wide range of powerful features such as document management, surveys, databases allows your teams to collaborate anytime, anywhere. To ensure your data is safe, Kahootz’s security credentials are independently audited to the high requirements of enterprises and government departments such as the UK’s Ministry of Defence.

Job Description:
Ops Lead
Available since 2003, our awardwinning Kahootz cloud collaboration service is one of most widely adopted sovereign SaaS solutions across the UK government.
We are serious about cybersecurity and protecting your data . In addition to regular, independent certification of our business operations and cloud security controls, you’ll be pleased to learn that Kahootz is one of the few cloud services that have been accredited by security conscious Government departments such as the UK’s Ministry of Defence and Department of Health for their most sensitive projects.
Building on these impressive credentials, Kahootz is now used by hundreds of thousands of people across public sector organisations, enterprises and nonforprofits to find smarter, safer, ways of working in the cloud.
Summary of Role
This Ops Lead role is a dynamic position that spans customer support, client implementation, and public cloud operations. The successful candidate will split their time between providing firstline customer support, enterprise client implementation management, troubleshoot and fix issues on an AWS infrastructure. This role offers excellent exposure to all aspects of the product, from support interactions to the underlying infrastructure and ensuring successful client deployments. All responsibilities will be handled concurrently with ample opportunities for training and upskilling, providing a comprehensive foundation for a successful career.

Please note, applicants must be UK based and eligible for UK security clearance.
Key Objectives
Work closely with our R&D and DevOps teams to investigate, troubleshoot, and resolve issues in our AWSbased infrastructure
Oversee the implementation of new environments for special projects, including our AI deployments
Provide exceptional firstline customer support to enhance user satisfaction and retention
Bridge the gap between customer needs and product development through direct customer interaction
Develop a comprehensive understanding of the product from customer, technical, and business perspectives
Automate repetitive tasks and fixes for the most common issues
Act as a point of contact for enterprise client implementations to ensure successful onboarding and configuration.
Key Responsibility 1: Customer Support
Handle firstline customer support enquiries via multiple channels (email, chat, phone)
Troubleshoot technical issues and provide solutions to customer problems
Escalate complex issues to appropriate team members whilst maintaining customer communication
Document common issues and contribute to knowledge base development
Identify patterns in customer feedback that inform product improvement opportunities
Maintain high customer satisfaction scores and response time targets
Participate in support team training and stay updated on product changes.
Key Responsibility 2: Production Support
Monitor system health and performance using tools like CloudWatch, Monit, or similar
Investigate and resolve issues in our AWS infrastructure (EC2, RDS, S3, CloudWatch, etc.)
Document incidents, problems and changes
Deploy updates and patches to production environments
Write and maintain scripts (e.g. Bash, Python) to automate routine tasks.
Qualifications & Training
Bachelors degree in Computer Science or related technical field (or equivalent experience)
Understanding of software development lifecycle and SaaS business models
Strong analytical and problemsolving skills and a customerfirst mindset
Excellent written and verbal communication skills
Ability to manage multiple priorities and work in a fastpaced environment
Familiarity with support platforms and project management tools advantageous
Experience with monitoringlogging tools
Knowledge of AI concepts and applications beneficial but not essential.
Experience
Proven professional experience (graduate and entrylevel candidates welcome)
Previous customer service or clientfacing experience
Familiarity with AWS services (EC2, S3, RDS, IAM, CloudWatch)
Basic understanding of networking, Linux systems, and cloud infrastructure
Basic scripting or coding skills (Bash, Python, Go, etc.).
Previous exposure to software development or SaaS environments preferred
Experience working with SMEs or understanding of small business needs beneficial
Demonstrated ability to learn quickly and adapt to new technologies and processes
Experience in a remote working environment preferred.

Business Unit: Kahootz

Scheduled Weekly Hours:37.5

Number of Openings Available:1

Worker Type:Regular
Career Site:

More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, RadiologyLaboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.
Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a crosssection of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&PTSX 60.
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Ops Lead

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Key responsibilities:

Job description

Kahootz

37.5

1

Regular

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