Technical Operations Support Specialist
ABOUT ONE PASS
One Pass is redefining how people engage with health, wellness, and everyday living. Through a comprehensive engagement and loyalty platform, we empower millions of members to live healthier, more connected lives. Backed by deep partnerships across healthcare and supported by a culture of innovation, cross‑functional collaboration, and relentless curiosity, One Pass is scaling rapidly and shaping the future how people lead healthier, fuller lives.
ABOUT THE ROLE
We’re looking for a Technical Operations Support Specialist to join our team and help ensure the smooth operation of our systems and member experience. In this role, you’ll troubleshoot technical issues, support users, monitor system performance, and collaborate across teams to resolve incidents and improve processes. This is a great opportunity for someone who enjoys problem-solving, automation, and working in a fast-paced, mission-driven environment.
KEY RESPONSIBILITIES
- Triage and manage tickets, ensuring all issues are logged, tracked, and resolved in a timely manner.
- Collaborate with external partners to assist in incident resolution and communicate effectively on task progress.
- Provide technical support and assistance to users, resolving issues related to member experience and the application, while delivering a high level of customer satisfaction.
- Create automated processes and remediate members affected by known defects in a timely fashion.
- Identify trends in issue types and support the creation of problem tickets and defects in coordination with business and engineering teams.
- Partner with engineering and infrastructure teams to monitor systems and identify trends in system functionality.
- Monitor and maintain alerting systems in collaboration with engineering.
- Participate in root cause analysis and support product configuration efforts.
- Collaborate with cross-functional teams to align operational support with overall technology strategy....