Operations Support Specialist (Torren and VIZAQ Operational Tools)

Position Responsibilities

• Serve as the primary point of contact for client-reported issues, bugs, and technical inquiries related to Torren and VIZAQ
• Triage and diagnose technical problems, identifying root causes where possible
• Clearly communicate technical issues to backend developers, including reproduction steps and impact assessment
• Maintain consistent client communication, providing updates, timelines, and resolutions
• Support incident tracking and documentation, including ticketing and reporting trends
• Collaborate with IRAD and engineering teams to prioritize fixes and improvements
• Aid in developing user guides, FAQs, and troubleshooting documentation
• Provide feedback on product usability and performance based on client interactions

Required Qualifications

• Experience in technical support, product support, or customer success in a software or SaaS environment
• Strong ability to communicate technical concepts to non-technical users
• Working knowledge of:
• APIs and system integrations
• Basic debugging and troubleshooting workflows
• Web-based platforms and data systems
• Ability to interpret logs, error messages, and system behavior
• Strong organizational skills

Key Competencies

• Client-facing professionalism and responsiveness
• Technical curiosity and problem-solving mindset
• Ability to translate between technical and non-technical stakeholders
• Strong written and verbal communication
• Ownership and accountability in resolving issues

Preferred Qualifications

• Familiarity with AI or machine learning tools, data analytics platforms, or decision-support systems
• Experience working with government or defense clients
• Basic understanding of backend systems, databases, or cloud environments such as AWS or Azure
• Experience working directly with software development teams in Agile or Scrum environments