Seeking a Technical Operations Specialist. This permanent role is at the heart of their UK operations, providing critical technical support and ensuring seamless collaboration between the UK and US teams. This remote role involves regular travel to London for team days and in-person collaborations.

Key Responsibilities:Technical Support and Investigation

• Owning day-to-day technical support for the business - investigation, troubleshooting, and root-cause analysis of technical issues.
• Managing client-facing tickets through Salesforce and providing timely updates on ongoing issues.
• Completing initial diagnostics and issue reproduction to enable clean hand-off to engineering when necessary.
• Running database queries and technical investigations to identify and diagnose issues.
• Owning the reporting for UK bugs - triage, investigation, and escalation to engineering.
• Being the primary technical escalation point for the UK CX team.

Release Quality-UAT and QA

• Executing and signing off UAT for UK product releases.
• Running QA checks on UK-relevant tickets before moving to UAT.
• Coordinating with the US engineering and product teams on UK release timing and quality.
• Testing UK-specific mobile app releases and functionalities.
• Providing quality sign-off before releases go live for UK clients.

Engineering and Product Liaison

• Owning UK-side Jira ticket management - authoring, prioritisation, escalation, and follow-through.
• Working directly with the US technical project manager on UK improvement specifications and requirements.
• Feeding UK-specific client feedback and technical requirements into the product pipeline.
• Participating in weekly operational stand-ups, tech and release planning calls, and monthly cross-team meetings with the US technology team.
• Supporting product partnership work with technical grounding in product decisions.

Vendor and Partner Technical Relationships

• Day-to-day technical liaison with issuing partners - investigation, ticket escalation, and technical improvement discussions.
• Managing operational technical relationships with vendors, including accounting software integration partners and other technology vendors as required.
• Escalating and troubleshooting vendor-side issues on behalf of the UK business.
• Attending vendor technical meetings and representing business technical requirements.
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Seeking a Technical Operations Specialist. This permanent role is at the heart of their UK operations, providing critical technical support and ensuring seamless collaboration between the UK and US teams. This remote role involves regular travel to London for team days and in-person collaborations.

Key Responsibilities:Technical Support and Investigation

• Owning day-to-day technical support for the business - investigation, troubleshooting, and root-cause analysis of technical issues.
• Managing client-facing tickets through Salesforce and providing timely updates on ongoing issues.
• Completing initial diagnostics and issue reproduction to enable clean hand-off to engineering when necessary.
• Running database queries and technical investigations to identify and diagnose issues.
• Owning the reporting for UK bugs - triage, investigation, and escalation to engineering.
• Being the primary technical escalation point for the UK CX team.

Release Quality-UAT and QA

• Executing and signing off UAT for UK product releases.
• Running QA checks on UK-relevant tickets before moving to UAT.
• Coordinating with the US engineering and product teams on UK release timing and quality.
• Testing UK-specific mobile app releases and functionalities.
• Providing quality sign-off before releases go live for UK clients.

Engineering and Product Liaison

• Owning UK-side Jira ticket management - authoring, prioritisation, escalation, and follow-through.
• Working directly with the US technical project manager on UK improvement specifications and requirements.
• Feeding UK-specific client feedback and technical requirements into the product pipeline.
• Participating in weekly operational stand-ups, tech and release planning calls, and monthly cross-team meetings with the US technology team.
• Supporting product partnership work with technical grounding in product decisions.

Vendor and Partner Technical Relationships

• Day-to-day technical liaison with issuing partners - investigation, ticket escalation, and technical improvement discussions.
• Managing operational technical relationships with vendors, including accounting software integration partners and other technology vendors as required.
• Escalating and troubleshooting vendor-side issues on behalf of the UK business.
• Attending vendor technical meetings and representing business technical requirements.
•