Operations Support Specialist

At Soprano, we help organizations around the world engage, connect, and communicate through award-winning, innovative technological solutions. Our Operations team plays a critical role in maintaining Soprano's position at the forefront of technology by ensuring the availability, reliability, and performance of our global platforms.

The Operations Support Specialist is responsible for the ongoing monitoring, maintenance, and support of Soprano Group's production environments that service customers worldwide. Operating within a 24/7 support framework, this role focuses on the core operational disciplines of Detection, Response, Restoration, and Prevention to ensure service continuity and excellence.

You will proactively monitor system performance and service health, respond to incidents, coordinate service restoration activities, and identify opportunities to prevent future issues. In addition, you will support customer-facing operations by managing escalated support tickets, driving timely issue resolution, and maintaining high levels of customer satisfaction through efficient and effective troubleshooting.

This role is ideal for a technically minded professional who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering reliable services and exceptional customer experiences.

KEY RESPONSIBILITIES

This includes but is not limited to:

• Provide Level 2 technical support by proactively monitoring system alerts, assessing impact, and triaging incidents to ensure timely resolution.
• Investigate, troubleshoot, and resolve production incidents, customer-reported issues, and escalated support requests in accordance with established operational procedures.
• Restore services within agreed Service Level Agreements (SLAs), escalating critical or high-severity incidents promptly to the On-Call Operations Manager and relevant stakeholders.
• Collaborate with global support and engineering teams to deliver seamless operational coverage and support business-critical services.
• Participate in a rotating shift schedule, including after-hours coverage, as part of a globally distributed team.
• Contribute to the 24/7 customer support roster to ensure continuous service availability and a high-quality customer experience.
• Create, maintain, and enhance internal and external knowledge base documentation to improve operational efficiency, support consistency, and knowledge sharing across teams.
• Identify recurring issues and contribute to continuous improvement initiatives that enhance service reliability, customer satisfaction, and operational processes.

SKILLS & EXPERIENCE TO SUCCEED

• Bachelor’s degree in information technology, Engineering, Computer Science, or a related discipline.

• Working knowledge of SQL and experience querying or navigating databases to investigate and resolve issues.

• Hands-on experience troubleshooting and debugging within Linux environments.

• Experience using ticketing and issue management platforms such as Jira or similar tools.

• Understanding of networking fundamentals and exposure to cloud platforms, preferably AWS.

• Strong written and verbal communication skills, with the ability to collaborate effectively across geographically dispersed and culturally diverse teams.

• Self-motivated and able to work independently, demonstrating sound judgment and initiative.

• Analytical problem-solver with a calm, methodical approach to diagnosing issues in fast-paced and dynamic environments.

• Customer-focused mindset with a commitment to delivering high-quality technical support and service.

• Nice to Have:

  • Exposure to cloud-based infrastructure, monitoring, or support operations.
  • Familiarity with SaaS environments and incident management processes.

WHY WORK FOR SOPRANO:

At Soprano, we’re shaping the future of enterprise communication. Here’s what makes working with us truly one of a kind:

• Industry Leadership: Join a global leader in the CPaaS (Communication Platform as a Service) space with a customer-first approach that allows us to achieve significant results with our clients and partners, ensuring we continue to lead in enterprise communications.
• Tech-Driven Innovation: We’re passionate about building future-ready technology that fosters deeper trust, richer meaning, and stronger connections. If you love working on impactful solutions, you’ll feel right at home here.
• Global Team, Local Feel: Headquartered in Sydney, we operate across Europe, North America, South America, Southeast Asia, and New Zealand - giving you the opportunity to collaborate with diverse teams and gain global exposure.
• People-First Culture: We believe in creating a workplace where everyone feels respected, valued, and empowered to bring their best selves to work. We trust our employees to achieve and give them the tools to succeed.
• Learning and Development: As a nimble company with a global footprint, we offer unique opportunities to grow your skills, gain cross-market insights, and accelerate your career in a dynamic environment.
• Hybrid Working: We embrace hybrid work and remote roles where possible, giving you the freedom to stay connected with global teams while making space for what matters most in your life.
• Refer a Friend, Get Rewarded: Know someone amazing? Refer them to Soprano and get rewarded when they join the team permanently. Great people know great people and we give you the opportunity to influence
• Wellness that works: We provide several global benefits such as birthday leave, employee assistance program, annual wellness subsidy, down to having a fully stocked kitchen with fun office events that bring the team together.
• Supporting Parents: We know family comes first and to celebrate this major milestone, Soprano provides additional parental leave to primary and secondary carers.

People are at the core of what we do, and Soprano Design Pty Ltd is committed to a safe, diverse and inclusive workplace where we all thrive and succeed together. We encourage applications regardless of gender, nationality, backgrounds and cultures. Please let us know if you require any adjustments to the recruitment process.

All successful applicants will need to provide two professional reference checks and are subject to satisfactory background checks. For Further information visit Candidate Privacy Policy