[Hiring] Technical Operations Engineer @Trustonic

Role Description

We’re looking for a Technical Operations Engineer to join our dedicated Technical Operations team at Trustonic, helping to keep our global platform running smoothly behind the scenes.

You'll play an important role in ensuring that device testing, certification, provisioning and customer service requests are completed quickly, accurately and to a high standard.

Working alongside the Technical Operations, Technical Support and Process Optimisation teams, you'll follow established processes and runbooks while also helping us test and adopt new automation and GenAI tools designed to make our operations smarter and more efficient.

This is a great opportunity for someone with a technical mindset who enjoys working in a fast-paced environment, solving problems and learning new technologies.

As the Technical Operations Engineer , you will:

• Technical operations & device management
  • Execute mobile device testing and certification, ensuring devices meet Trustonic's quality and operational standards.
  • Create, configure and maintain customer accounts and OEM tenant setups.
  • Complete provisioning activities and lifecycle updates for new and existing customers.
  • Process short, low-complexity customer service requests within agreed SLAs.
  • Follow operational checklists and runbooks carefully to ensure accuracy and minimise rework.
  • Identify and flag issues, deviations or bottlenecks that could impact operational performance.
• Automation & continuous improvement
  • Become an early adopter and tester of new automated workflows, scripts and GenAI tools.
  • Help test solutions designed to reduce manual effort, such as ticket triage and automated summaries.
  • Provide feedback to Technical Operations and Process Optimisation teams to help improve new tools and processes.
  • Stay curious and continue developing your technical skills as Trustonic's products and technology evolve.
• Documentation & knowledge sharing
  • Maintain and update operational documentation and Standard Operating Procedures.
  • Contribute to Knowledge Centred Support (KCS) practices by capturing and sharing useful knowledge.
  • Help ensure documentation remains accurate, practical and easy for others to follow.
  • Work with tools such as Zendesk and JIRA to manage operational requests.
• Customer service & collaboration
  • Complete customer requests accurately and within agreed SLAs.
  • Communicate clearly and professionally with customers and internal teams.
  • Provide timely updates where required and ensure tasks are followed through to completion.
  • Work collaboratively with Technical Operations, Technical Support and other teams to resolve issues and improve the customer experience.
  • Be flexible when required, including occasional extended or weekend working.

Qualifications

• Experience in technical support, NOC, technical operations, device testing, provisioning or a similar environment.
• Experience working in a high-volume, fast-paced and SLA-driven environment.
• Experience using ticketing or service management tools such as Zendesk or JIRA.
• Recent graduates or junior engineers with strong technical fundamentals and a willingness to learn are encouraged to apply.
• Basic understanding of SaaS or cloud-based platforms.
• Ability to follow technical instructions, runbooks and operational processes accurately.
• Strong attention to detail and a disciplined approach to documentation.
• Basic understanding of APIs.
• Basic scripting knowledge in Bash and/or Python would be beneficial.
• Understanding of mobile technologies and mobile device testing would be advantageous.
• Familiarity with KCS or other documentation methodologies would be a plus.
• Strong communication skills and a customer-focused approach.
• Fluent English, both written and spoken.

Requirements

• Technician or Technologist certification.
• Bachelor’s Degree or equivalent experience.

Benefits

• Competitive compensation
• A base salary that reflects your expertise and impact.
• Bonus scheme to share in our success.
• Private medical insurance for you from day one.
• Remote working arrangements to support your lifestyle.
• An open holiday policy with no upper limit—take the time you need, when you need it.
• Support for volunteering and causes that matter to you.
• Opportunities for professional development and career progression.
• Exposure and interaction with global teams.
• A commitment to diversity, equity, and inclusion.
• A collaborative environment where your voice is valued and your wellbeing is prioritised.
• The chance to work on technology that drives global economic inclusion and makes a real difference in people’s lives.