Terminal Operations Specialist

Ventrata

Operations Specialist providing high-level technical support for terminal solutions at Ventrata. Bridging Customer Support and Development teams ensuring operational excellence in service delivery.

Posted 7/22/2026full-timeBrno • CzechiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting and tech support, with a strong focus on analyzing logs and documenting complex issues. Proficient in collaborating with cross-functional teams to ensure smooth hardware installations and effective problem resolution.

Highest-signal resume keywords

Tech Support ExperienceLog AnalysisProblem-Solving SkillsDocumentation SkillsCollaboration with Product Managers

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingLog AnalysisBug ReportingHardware KnowledgeTechnical Documentation

Soft Skills

Detail-OrientedExceptional Writing SkillsProcess Improvement Advocacy

Tools & Technologies

MDMsInternal Wiki

Industry Keywords

Customer SuccessOn-Call OperationsInstallation PhaseSupport SLAsHardware Peripherals

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Proven experience in providing tech support and troubleshooting.
Detail-oriented and loves to dive deep into logs to find likely culprits.
Familiarity with physical hardware or at least an appetite to learn.
Able to break a problem into clear, reproducible steps, isolating variables to narrow down the likely cause, the way a well-structured bug report does.
Exceptional writing skills, we need someone to decompose complex topics into clear, digestible parts (eg. bullet points) and help increase our knowledgebase.
Ability to speak out and suggest improvements to the process.

Benefits

Comp & perks

We are fairly informal about working hours. We want to make sure you like your job and wanna go an extra mile for us.
Unlimited paid holiday days.
Start-up working environment.
WFH or work remotely.
Team buildings and company remote office. Sounds boring? The whole team met in Spain, South Africa, Italy, Portugal, and France. We also enjoy a spontaneous beer after work or any sports activity.
Office in Brno and Lisbon. We have two office locations: the core team is located in Brno and we have one newly opened office in Lisbon. How does working for a month from Lisbon sound? :)
Young and passionate team.
Refreshments and delicious coffee in the office area.
Hardware/ remote setup package.
Competitive salary and regular salary revaluation.
Bonuses based on company performance.