Ops Lead
Offer summary
Qualifications:
Bachelor's degree in Computer Science or related field or equivalent experience., Familiarity with AWS services such as EC2, S3, RDS, and CloudWatch., Basic scripting skills in Bash or Python., Experience in customer support or client-facing roles..Key responsibilities:
- Provide first-line customer support through multiple channels.
- Troubleshoot and resolve issues in AWS infrastructure.
- Manage client implementations and onboarding processes.
- Monitor system health and deploy updates in cloud environments.
Job description
Job Description:Ops LeadAvailable 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.
Please note, applicants must be UK based and eligible for UK security clearance.
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
Automate repetitive tasks and fixes for the most common issues
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.)
Write and maintain scripts (e.g. Bash, Python) to automate routine tasks.
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
Ability to manage multiple priorities and work in a fastpaced environment
Familiarity with support platforms and project management tools advantageous
Knowledge of AI concepts and applications beneficial but not essential.
Proven professional experience (graduate and entrylevel candidates welcome)
Familiarity with AWS services (EC2, S3, RDS, IAM, CloudWatch)
Basic understanding of networking, Linux systems, and cloud infrastructure
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
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.
Please note, applicants must be UK based and eligible for UK security clearance.
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
Automate repetitive tasks and fixes for the most common issues
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.
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.)
Write and maintain scripts (e.g. Bash, Python) to automate routine tasks.
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
Ability to manage multiple priorities and work in a fastpaced environment
Familiarity with support platforms and project management tools advantageous
Knowledge of AI concepts and applications beneficial but not essential.
Proven professional experience (graduate and entrylevel candidates welcome)
Familiarity with AWS services (EC2, S3, RDS, IAM, CloudWatch)
Basic understanding of networking, Linux systems, and cloud infrastructure
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
Key Responsibility 2: Production Support
Key Responsibility 1: Customer Support
Required profile
Experience
Other Skills
- Customer Service
- Troubleshooting (Problem Solving)
- Analytical Skills
- Problem Solving
- Adaptability
- Communication
- Time Management
Related jobs
Remote Talent LATAM
- From: Latin America (Full Remote)
- Full time
World Courier
- From: Taiwan (Full Remote)
- Full time
Tri Delta
- From: Anywhere (Full Remote)
- Full time
Shoppers Drug Mart Specialty Health Network
- From: Canada (Full Remote)
- Full time
Token Metrics
- From: Albania (Full Remote)
- Full time