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Wellfit Technologies · 3 weeks ago

Technical Operations Specialist

Irving, TX

Full-time

Hybrid

Entry, Mid Level

$75K/yr - $85K/yr

Wellfit Technologies is a healthcare fintech innovator transforming the patient journey in dental care. The Technical Operations Specialist will engage with customers and internal teams to identify and resolve issues, ensuring escalations are actionable and technically meaningful.

Financial ServicesHealth CareMarketplacePayments

H1B Sponsor Likely

Responsibilities

Validate incoming reports by confirming details and collecting missing information

Reproduce customer scenarios when possible to confirm behaviors and eliminate ambiguity

Differentiate configuration gaps, user workflows, product behavior, and true defects

Provide Engineering with context-rich, actionable escalations that reflect accurate observations and business impact

Work directly with customers and Sales to gather essential context during escalations or product questions

Communicate clearly about what is known, what is being investigated, and expected next steps

Translate technical findings into customer-friendly language without losing accuracy

Ensure customer concerns and business impact are represented effectively internally

Participate as a core responder — validating symptoms, narrowing impacts, and supporting investigation

Coordinate with Product, Engineering, and Support leadership to drive timely recovery

Maintain clear communication across teams during high-urgency scenarios

Document timelines, investigation threads, customer impact, and observed patterns

Work with Engineering, Product, Sales, and Support to identify recurring problems or emerging risks

Summarize trends and insights to support product or operational improvements

Ensure escalations are structured, complete, and actionable for Tier-3 teams

Strengthen clarity and communication channels between Operations and technical stakeholders

Gather details, validate customer impact, and contribute to the technical narrative behind incidents

Ensure RCAs are accurate and understandable to internal and external audiences

Highlight opportunities for product enhancements or operational improvements

Build, maintain, and improve escalation paths, checklists, and runbooks

Support the evolution of triage workflows, communication standards, and documentation clarity

Assist leadership in scaling processes as customer volume and complexity grow

Help improve visibility around how production issues are identified, communicated, and resolved

Qualification

Basic SQLSaaS troubleshootingLog analysisPayment device supportNetwork fundamentalsDocumentation disciplineAnalytical skillsJIRAEffective communicationProblem-solving skills

Required

Familiarity with SQL (e.g., validating data, simple queries)

Experience using dashboard tools such as Grafana (or similar)

General understanding of cloud-based SaaS systems and supporting environments

Experience working with payment devices or peripheral hardware (e.g., connecting, configuring, or helping customers use them)

Ability to support basic networking/WiFi troubleshooting (such as verifying connectivity, checking local settings, or isolating common issues)

Strong analytical and structured problem-solving skills

Experience in SaaS, technical support, or operations roles

Effective communicator with customers, Sales, and technical teams

Experience gathering findings, artifacts, logs, steps-to-reproduce, or similar detail

Ability to document conclusions clearly and logically for cross-functional partners

Preferred

Experience in Technical Support, Production Support, or Technical Operations roles

Worked alongside Engineering teams to resolve customer-impacting issues

Familiarity with incident coordination and post-incident processes

Experience with JIRA, ticketing, and monitoring/logging tools

Benefits

Full medical, dental, vision, and generous PTO

401(k) matching

Company

Wellfit Technologies

Wellfit Technologies is a healthcare technology platform that makes patient financing, dental plans, and payment processes simple, transparent, and cost-effective for providers and patients.

Founded in 2018

Irving, Texas, USA

51-200 employees

https://wellfit.com

H1B Sponsorship

Wellfit Technologies has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)

2022 (1)