Operation Support Engineer
About the job
About the Operation Support Engineer role
The Operations Support Engineer is responsible for ensuring operational readiness, supporting product launches, and maintaining reliable day-to-day operations across technology and government systems. The role involves triaging and resolving production issues, analysing user impact, data flows, logs, and database records, and coordinating technical teams to resolve issues within defined SLAs. The engineer will manage production issue backlogs, develop operational dashboards, support approval and risk processes, and establish feedback loops between customer experience, helpdesk, product, engineering, and policy teams. The role also focuses on improving internal tools, workflows, SOPs, issue playbooks, and documentation while mapping user journeys, system dependencies, data flows, and operational risks. The position requires 2–4 years of experience as a Technical Business Analyst or Product Operations Specialist, with strong knowledge of backend processes, databases, APIs, SQL, system architecture, and production support.
Key Responsibilities:
- Partner with product managers, engineers, policy leads, partner agencies, system owners, and helpdesk teams to ensure operational readiness for new features, launches, agency engagements, documentation, testing, and post-launch support
- Triage, investigate, and coordinate resolution of production issues, including analyzing user impact, reviewing data flows, checking logs or database records where appropriate, and working with technical teams to clarify root causes and remediation options within defined SLAs
- Manage the backlog of production operations issues, including issue logging, categorization, impact assessment, prioritization, follow-up with owners, and reporting of key trends or blockers to management, product and operations leads
- Scope, implement, and maintain dashboards to track helpdesk performance, production issue trends, backlog status, product-level risks, and operational metrics to support leadership reporting, prioritization, and data-driven decisions
- Prepare clear documentation and submissions for operational approvals, including production changes, risk and exception management, and other matters requiring management endorsement
- Establish clear feedback loops between customer experience teams, helpdesk agents, product teams, technical teams, and policy stakeholders to improve issue resolution and ensure user insights drive continuous improvement
- Improve and maintain internal tools, workflows, and SOPs, including issue tracking tools, escalation frameworks, ticket management standards, issue playbooks, and operational governance processes
- Understand and map data flows, user journeys, dependencies, risks, and operational issues across systems, including user/account data, data accuracy, and upstream or downstream system dependencies
- Maintain and ensure timely updates to product documentation is carried out by both product operations and engineering team
Requirements:
- 2 to 4 years of experience as a technical business analyst or product operations specialist in a tech or systems-driven environment
- Strong understanding of data flows, backend processes, databases, APIs, and system architecture, with comfort using SQL to investigate issues and support decisions
- Ability to break down complex systems into clear user journeys, operational steps, dependencies, risks, and improvement opportunities
- Experience triaging production issues, assessing user or operational impact, coordinating with technical teams, and tracking issues through to resolution
- Ability to manage issue backlogs in a structured way, including categorizing issues, assessing severity and urgency, prioritizing follow-up, and communicating trade-offs clearly
- Strong written and verbal communication skills, with the ability to translate technical concepts for both technical and non-technical stakeholders
- Structured, detail-oriented, and accountable, with strong documentation habits and follow-through
- Comfortable working cross-functionally with engineering, product, policy, frontline teams, and external partners
- Curious about backend systems, data integrity, system reliability, and how data flows across enterprise and government systems
- Collaborative and humble, with a strong sense of ownership
- Bonus: Experience working on medium-scale products or in the public sector
