Product Ops Support Engineer

Key Responsibilities

• Day-to-Day Support: Act as the primary operational support for Discover ASR website and mobile apps.
• Troubleshooting: Investigate and resolve user-reported issues. Triage and escalate complex technical bugs to the core engineering team.
• Monitoring & Incidents: Monitor system health, track API errors, and handle communication during system outages.
• Release & Documentation: Assist with post-deployment checks for new app updates and maintain technical support runbooks.

Requirements

• Experience: 3+ years in Product/Application Support or IT Operations for consumer-facing web and mobile apps.
• Technical Skills: Comfortable with basic troubleshooting (reading API logs, web inspector, basic SQL) and using tools like Jira, Zendesk, or Datadog.
• Communication: Strong ability to diagnose problems and translate technical issues into clear updates for non-technical stakeholders.
• Bonus: Experience in travel-tech, e-commerce, or supporting loyalty/booking platforms.