Technical Operations Analyst
Job in
Waterloo, Kitchener, Ontario, Canada
Listing for:
RideCo
Full Time
position
Listed on 2026-03-02
Job specializations:
-
IT/Tech
Technical Support, HelpDesk/Support, IT Support
Salary/Wage Range or Industry Benchmark: 55000 - 65000 CAD Yearly
CAD
55000.00
65000.00
YEAR
Job Description & How to Apply Below
Location: WaterlooThis is an opportunity in the exciting and fast-growing transportation technology industry. Public transit is being transformed from a system of static, scheduled fixed-routes, to a dynamic on-demand network, and you’ll be one of the pioneers shaping this transformation.
As a Technical Operations Analyst on our Customer Success & Operations team, you will play a pivotal role in supporting both clients and internal stakeholders. You'll be responsible for managing customer requests, troubleshooting technical issues, and ensuring that service delivery meets or exceeds our Key Performance Indicators (KPIs). This role is central to driving customer satisfaction and success, and is part of a high-impact team that serves as a critical link between our clients and the broader organization.
Working Hours:
Candidates must be available to work five consecutive 8-hour shifts per week, scheduled between 5:00 AM and 11:00 PM, with flexibility for shifts any day of the week (Monday through Sunday).
Your day-to-day responsibilities will include:
Learn and support the Ride Co software platform, becoming a go-to resource for troubleshooting and issue resolution.Build and maintain customer relationships by providing superior customer serviceRespond to customer questions and concerns quickly and accurately to meet contractual agreementsAssist in the development and maintenance of documentation for internal training material and the customer-facing knowledge baseIdentify, reproduce, log product defects, and record all customer interactions in our internal ticketing systemsWork collaboratively to build and maintain productive working relationships between internal teams to ensure customer needs are met and inquiries are resolvedContribute to system reliability by participating in the incident response lifecycle and fulfilling on-call responsibilities as scheduled.Supporting product configuration, implementation, and data analysis to ensure successful client onboarding and optimal system performanceOther duties/projects as assignedPreferred qualifications and experience:
3+ years of experience in technical support or a related customer-facing technical roleA passion for solving problems!Good understanding and experience using MS Office Suite and/or Google WorkspaceExperience with any of the following tools would be an asset:
Salesforce, Zendesk, JIRA, ConfluenceDemonstrated problem-solving abilities in a technical settingAbility to utilize sound judgment and manage multiple priorities with a sense of urgencyMust be available to travel to client sites within Canada and the US up to 10% of the timeAbility to anticipate and identify internal and external client needs and make appropriate recommendationsCompensation and Benefits:
Base Salary: $55K - $65K + performance-based bonus + stock optionsWork-Life Balance & Additional Perks: Flex-time work schedules, vacation time, bi-weekly catered lunches, social events, casual dress codeBenefits Plan: Medical, dental, prescription, life/health spending accounts, and moreWork Environment: Located in KW's most desirable work space in the heart of Uptown WaterlooCommuter Program: Complimentary rides to and from work in Waterloo Region
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