Job Description

About the Team

The Digital Goods – TechOps will play a pivotal role in supporting both pre-onboarding and post-onboarding activities for partners (suppliers) and clients (B2B customers). The team will collaborate closely with Business, Product, and Tech teams to ensure system stability, smooth operational processes, and effective issue mitigation.

Roles & Responsibilities:

- Act as the first point of contact for partners (suppliers) and clients (B2B customers) on all technical and integration-related inquiries.

- Support onboarding and system integration processes through setup assistance, technical guidance, and troubleshooting.

- Assist testing phases including SIT, UAT, and production testing to ensure system readiness, requirement validation, and live environment functionality.

- Provide post-launch operational support by managing the end-to-end incident lifecycle, including Level 1 resolution, triage, and cross-functional coordination, while driving operational efficiency through defining requirements and prioritizing tool enhancements that transform complex Level 2 escalations into streamlined Level 1 workflows.

- Escalate complex technical issues to the tech team and collaborate closely to identify and implement effective solutions.

- Maintain and update technical documentation to support partners and clients in understanding products, features, and integration flows.

- Deliver clear, timely, and structured communication to internal and external stakeholders to ensure a positive and professional experience.

- Work closely with the product team to gather structured feedback, identify improvement opportunities, and support prioritization of integrations based on business and operational impact.