Ventrata

Operations

• Serving as the L3 escalation point on all device-related issues, acting as the critical bridge between Level 2 Support and the Development team.
• Level 2 support introduces a human-in-the-loop; Level 3 is the expert triage phase to understand the underlying issues.
• Conduct in-depth triage, meticulously sifting through logs, recreating intermittent bugs, and documenting issues for the Engineering team.
• You will be expected to quickly re-route issues when they are touching other products like backend or connectivity for a smooth resolution.
• You will work with the Product Managers (PMs) in order to prioritise issues.
• You will be expected to proactively chase developers to prevent Ops SLAs from being breached and keep resolution momentum moving.
• Contribute to the resolution and documentation of hard-to-debug problems with hardware peripherals and application business logic.
• You will be part of the On-Call operations roster to try and minimise support gaps.
• Act as a key resource for the Customer Success team during go-lives, ensuring smooth and well-documented hardware installations.
• Remotely assist Customer Success Managers (CSMs) with setup instructions and aid in activation (e.g. MDMs) during the installation phase, helping cover technical bases and troubleshooting when they are on-site.
• Update internal wiki manuals and documentation to reflect any new issues, workarounds, or process changes that arise during installation, benefiting all future deployments.

Terminal Operations Specialist