Ticket Ownership: Be primary responder for the queue; acknowledge, triage, and resolve tickets across email/portal/phone/chat.
Customer Communication: Keep customers informed with clear, friendly updates and realistic ETAs; jump on Zoom/phone when needed.
Troubleshooting: Reproduce issues, analyze logs, collect diagnostics, and deliver workarounds or fixes.
Escalations: Identify P1/P2 incidents, follow runbooks, and hand off cleanly to Tier 3/Engineering with crisp context.
Documentation: Create/update knowledge base articles, macros, and runbooks; improve templates and tagging.
Quality & Hygiene: Maintain SLAs/SLOs, categorize tickets accurately, and ensure thorough notes.
Tooling & Automation: Suggest and implement improvements (views, rules, alerts, workflows).
Post-Incident Follow-up: Draft RCAs for customer-facing incidents in partnership with engineering/ops.
Feedback Loop: Aggregate recurring issues into product/bug reports with impact and repro steps.
Requirements
2–4 years in a service desk / technical support role (SaaS, IT, or developer-facing product).
Strong troubleshooting skills and structured thinking; comfortable with logs, APIs, and basic networking.
Excellent written & verbal communication; empathetic with a service mindset.
Experience with a modern ticketing system (e.g., Zendesk, Jira Service Management, Freshdesk).
Familiarity with incident management (ITIL-lite is fine) and SLA tracking.
Comfortable working U.S. business hours with light on-call rotation.
Basic scripting (e.g., Bash, Python) for log parsing or simple automations.
Experience supporting computer vision/ML, edge devices, or REST APIs.
Exposure to observability tools (Datadog, Grafana), and log tools (ELK).
Certifications: ITIL Foundation, HDI, CompTIA A+/Network+.
Benefits
Chooch offers extensive benefits including health, dental, vision insurance, 401K with 3% match, extensive PTO, and life insurance policies included.
Skills Required
- 2-4 years of experience in a service desk or technical support role
- Strong troubleshooting skills and structured thinking
- Comfort with logs, APIs, and basic networking
- Excellent written and verbal communication skills
- Experience with a modern ticketing system such as Zendesk, Jira Service Management, or Freshdesk
- Familiarity with incident management and SLA tracking
- Availability during U.S. business hours with light on-call rotation
- Basic scripting with Bash or Python
- Experience supporting computer vision, machine learning, edge devices, or REST APIs
- Exposure to observability tools such as Datadog or Grafana and log tools such as ELK
- ITIL Foundation, HDI, CompTIA A+, or CompTIA Network+ certification
What We Do
Chooch delivers Autonomous AI for Healthcare Supply Chain Management. Our platform uses smart cameras and Vision AI to track supplies in real time, predict demand, and trigger reorders automatically. No barcodes. No manual counts. Hospitals gain 24/7 visibility, fewer stockouts, lower waste, and time back for clinicians. Customers report 95% fewer stockouts and ROI in under 12 months. Chooch integrates with existing ERP and EHR systems and deploys at the edge, in the cloud, or both with enterprise‑grade security. Ready to see it in action? Schedule a consultation: https://www.chooch.com/schedule-a-consultation/
