Technical Operations Support

A HealthTech company is seeking a full-time, Technical Operations Support in Bellville, Cape Town. Serving as a vital link between Business Operations and Engineering teams, this role drives operational efficiency by evaluating technical issues, performing operational database tasks, and safeguarding engineering capacity. The position ensures that technical queries receive accurate triage, appropriate escalation, and consistent communication throughout the support lifecycle.

By taking ownership of support request coordination, this role directly impacts customer satisfaction while protecting engineering time for core development priorities. Success is measured by the accurate routing of technical issues, effective root-cause analysis, and the delivery of an exceptional end-to-end customer experience.

Key Responsibilities

• Support Triage and Coordination: Monitor the global support board continuously, assess incoming support requests, and determine appropriate resolution paths across Partner Support, Business Support, Technical Operations, and Engineering.
  
• Ticket Lifecycle Management: Ensure tickets actively progress without remaining unattended, follow up with key stakeholders until resolution, and lead customer communications throughout the support lifecycle.
  
• Technical Investigation: Investigate complex technical issues prior to engineering escalation by analysing application behaviour, reviewing audit information, and identifying rootcauses where possible.
  
• Data and API Analysis: Execute SQL queries, produce data extracts, validate imports, investigate data discrepancies, and review API requests and responses.
  
• Operational Efficiency: Perform approved operational database tasks and identify training opportunities to optimise support workflows and reduce unnecessary engineering involvement.
  

• Demonstrated ability to investigate technical issues and perform root-cause analysis.
  
• Experience in monitoring support boards, triaging technical tickets, and managing stakeholder communication.
  
• Capability to analyse application behaviour, review audit logs, and inspect API requests and responses.
  
• Sound judgement in evaluating technical problems and determining appropriate escalation paths.
  
• Proficient in SQL.