Technical Operations Analyst

This is an opportunity in the exciting and fast-growing transportation technology industry. Public transit is being transformed from a system of static, scheduled fixed-routes, to a dynamic on-demand network, and you’ll be one of the pioneers shaping this transformation.

As a Technical Operations Analyst on our Customer Success & Operations team, you will play a pivotal role in supporting both clients and internal stakeholders. You'll be responsible for managing customer requests, troubleshooting technical issues, and ensuring that service delivery meets or exceeds our Key Performance Indicators (KPIs). This role is central to driving customer satisfaction and success, and is part of a high-impact team that serves as a critical link between our clients and the broader organization.

Working Hours:

Candidates must be available to work five consecutive 8-hour shifts per week, scheduled between 5:00 AM and 11:00 PM, with flexibility for shifts any day of the week (Monday through Sunday).

Your day-to-day responsibilities will include:

• Learn and support the RideCo software platform, becoming a go-to resource for troubleshooting and issue resolution.
• Build and maintain customer relationships by providing superior customer service
• Respond to customer questions and concerns quickly and accurately to meet contractual agreements
• Assist in the development and maintenance of documentation for internal training material and the customer-facing knowledge base
• Identify, reproduce, log product defects, and record all customer interactions in our internal ticketing systems
• Work collaboratively to build and maintain productive working relationships between internal teams to ensure customer needs are met and inquiries are resolved
• Contribute to system reliability by participating in the incident response lifecycle and fulfilling on-call responsibilities as scheduled.
• Supporting product configuration, implementation, and data analysis to ensure successful client onboarding and optimal system performance
• Other duties/projects as assigned

Preferred qualifications and experience:

• 3+ years of experience in technical support or a related customer-facing technical role
• A passion for solving problems!
• Good understanding and experience using MS Office Suite and/or Google Workspace
• Experience with any of the following tools would be an asset: Salesforce, Zendesk, JIRA, Confluence
• Demonstrated problem-solving abilities in a technical setting
• Ability to utilize sound judgment and manage multiple priorities with a sense of urgency
• Must be available to travel to client sites within Canada and the United States up to 10% of the time Must be able to travel within 3 months of hire date. Valid Passport/US B1B2 Visa required.
• Ability to anticipate and identify internal and external client needs and make appropriate recommendations

Compensation and Benefits:

• Base Salary: $55K - $65K + performance-based bonus + stock options
• Work-Life Balance & Additional Perks: Flex-time work schedules, vacation time, bi-weekly catered lunches, social events, casual dress code
• Benefits Plan: Medical, dental, prescription, life/health spending accounts, and more
• Work Environment: Located in KW's most desirable work space in the heart of Uptown Waterloo
• Commuter Program: Complimentary rides to and from work in Waterloo Region