Job Opportunities API

The Terminal Operations (TOS) is a critical part of our service delivery in the point-of-sale product. As part of point-of-sale we will be expected to offer first-in-class hardware and on-site sales systems. Our aim is to bring the forefront of operational excellence and technology to the Enterprise Tourist Attractions space, and we cannot fulfil this dream without our dedicated Operations team. As an Operations Specialist you will be a critical member of the Operations team, responsible for providing specialized, high-level technical support for our terminal hardware and software, owning the hardware order fulfillment process, and assisting with hardware installations. This role serves as the essential bridge between Customer Support, Customer Success, Sales, and all the internal Development sub-teams, ensuring the stability, quality, and continuous improvement of our terminal solutions. If you have a keen eye for detail and a passion for technology, this is the perfect opportunity for you! What will be your main responsibilities? Serving as the L3 escalation point on all device-related issues, acting as the critical bridge between Level 2 Support and the Development team. Level 2 support introduces a human-in-the-loop; Level 3 is the expert triage phase to understand the underlying issues. Conduct in-depth triage, meticulously sifting through logs, recreating intermittent bugs, and documenting issues for the Engineering team. You will be expected to quickly re-route issues when they are touching other products like backend or connectivity for a smooth resolution. You will work with the Product Managers (PMs) in order to prioritise issues. You will be expected to proactively chase developers to prevent Ops SLAs from being breached and keep resolution momentum moving. Contribute to the resolution and documentation of hard-to-debug problems with hardware peripherals and application business logic. You will be part of the On-Call operations roster to try and minimise support gaps.  Act as a key resource for the Customer Success team during go-lives, ensuring smooth and well-documented hardware installations. Remotely assist Customer Success Managers (CSMs) with setup instructions and aid in activation (e.g. MDMs) during the installation phase, helping cover technical bases and troubleshooting when they are on-site. Update internal wiki manuals and documentation to reflect any new issues, workarounds, or process changes that arise during installation, benefiting all future deployments. Requirements Who is our ideal candidate? Proven experience in providing tech support and troubleshooting. Detail-oriented and loves to dive deep into logs to find likely culprits. Familiarity with physical hardware or at least an appetite to learn. Able to break a problem into clear, reproducible steps, isolating variables to narrow down the likely cause, the way a well-structured bug report does. Exceptional writing skills, we need someone to decompose complex topics into clear, digestible parts (eg. bullet points) and help increase our knowledgebase. Ability to speak out and suggest improvements to the process. Benefits What can we offer? We are fairly informal about working hours. We want to make sure you like your job and wanna go an extra mile for us. Unlimited paid holiday days. Start-up working environment. WFH or work remotely. Team buildings and company remote office. Sounds boring? The whole team met in Spain, South Africa, Italy, Portugal, and France. We also enjoy a spontaneous beer after work or any sports activity. Office in Brno and Lisbon. We have two office locations: the core team is located in Brno and we have one newly opened office in Lisbon. How does working for a month from Lisbon sound? :) Young and passionate team. Refreshments and delicious coffee in the office area. Hardware/ remote setup package. Competitive salary and regular salary revaluation. Bonuses based