Technology Operations Associate

Technology Operations Associate

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:

• 13 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.

Preferred Qualifications:

• 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.