Technology Operations Associate
Boston, MA, 02111
Apply now: Technology Operations Associate, location is Remote. The start date is TBD for this contract position.
Job Title: Technology Operations Associate
Location-Type: Remote
Start Date Is: ASAP
Duration: Contract — at least through EOY, with potential for extension
Compensation Range: $45 - $55/hour
Benefits: Eligible for Health, Dental, Vision, 401K
Must be authorized to work in the U.S. This position is not eligible for sponsorship.
Job Description:
The Technology Operations Associate supports day-to-day operations of a global membership platform, serving as the frontline resource for digital support issues, ticket triage, documentation, regional stakeholder support, and escalation to technical teams.
Day-to-Day Responsibilities:
- Own intake and triage of tickets related to membership applications and digital platforms.
- Troubleshoot login, sign-up, account, checkout, and website/app issues.
- Resolve issues within scope and escalate complex problems to the appropriate technical team.
- Support regional teams across different countries, cultures, and time zones.
- Guide stakeholders through documentation, processes, and troubleshooting steps.
- Maintain and update runbooks, known issues, workflows, and FAQs.
- Monitor incidents and communicate status updates to stakeholders.
- Support UAT, launches, and post-launch hypercare activities.
- Assist with onboarding and training of regional teams.
- Participate in an occasional on-call/follow-the-sun support rotation.
- Support cross-functional technology and digital project rollouts as needed.
Required Qualifications:
- 1–3 years of experience in technical e-commerce, digital operations, application support, production support, or platform support.
- Experience supporting a customer-facing digital platform, preferably e-commerce, membership, loyalty, or mobile.
- Experience with ticket intake and triage using Jira or a similar ticketing system.
- Ability to troubleshoot login, sign-up, account, checkout, and website/app issues.
- Basic understanding of APIs, integrations, and front-end/back-end relationships.
- Strong communication skills with nontechnical stakeholders.
- Comfortable managing multiple requests from different regions and shifting between contexts.
- Able to follow runbooks and documentation while using judgment when issues fall outside standard processes.
- Willingness to participate in occasional on-call support.
- Bachelor's degree in IT, Computer Information Systems, Business, or a related field.
- Salesforce Commerce Cloud or other Salesforce experience.
- Experience with OAuth, SSO, authentication, or identity/access troubleshooting.
- Exposure to Akamai, CDN, or web security.
- API troubleshooting experience using tools such as Postman.
- UAT, launch support, or post-launch hypercare experience.
- Global or follow-the-sun support experience.
- Experience with e-commerce, membership/loyalty programs, or mobile platforms.
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