Ops Lead

Job Description:

Ops Lead

Available since 2003, our award-winning Kahootz cloud collaboration service is one of most widely adopted sovereign SaaS solutions across the UK government.

We are serious about cyber-security 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 non-for-profits 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 first-line 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 AWS-based infrastructure

• Oversee the implementation of new environments for special projects, including our AI deployments

• Provide exceptional first-line 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 first-line 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

• Bachelor's degree in Computer Science or related technical field (or equivalent experience)

• Understanding of software development lifecycle and SaaS business models

• Strong analytical and problem-solving skills and a customer-first mindset

• Excellent written and verbal communication skills

• Ability to manage multiple priorities and work in a fast-paced environment

• Familiarity with support platforms and project management tools advantageous

• Experience with monitoring/logging tools

• Knowledge of AI concepts and applications beneficial but not essential.

Experience

• Proven professional experience (graduate and entry-level candidates welcome)

• Previous customer service or client-facing 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.

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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, Radiology/Laboratory 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 cross-section 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&P/TSX 60.

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