Technical Operations and Support Lead

Overview As a Technical Operations and Support Lead, you will play a crucial role in designing, developing, and leading the formalization of technical operations and support function. Your experience in successfully implementing scalable processes in a technical environment will be instrumental in the success of our platform and user base. The position is located in our Conshohocken, PA office. Remote 2 days / week About Us We are a small-but-growing team based out of Conshohocken, PA across from Spring Mill Train Station. We are a supportive team that believes strongly in collaboration, communication, and creating innovative solutions to complex problems. As a company we firmly believe that family comes first, with everyone from our leadership on down exercising flexible hours to give school events, little league games, and family outings priority with no questions asked. We’re deeply invested in our work and seek to work with folks just as self-driven and passionate about our craft as we are. DrayNow is rapidly disrupting the logistics Industry by solving the first and last mile problem, starting with the intermodal freight segment. We are the first to create a real-time marketplace for the expanding intermodal freight segment of the shipping market that facilitates frictionless real-time interactions connecting Truckers and Customers to seamlessly haul intermodal loads throughout the United States. Responsibilities Establish technical support function, building scalable processes with urgency to deliver excellent customer experience Build out a team when the time comes Own incident response and management, defining the program and continuously evaluating its effectiveness Develop and improve standard operating procedures, performance metrics, and feedback mechanisms to enable the technical support to effectively scale Collaborate with both internal and external cross-functional teams to identify and implement strategies to enhance the overall customer experience Continuously review and improve support processes to enhance efficiency, effectiveness, and customer satisfaction leveraging data whenever possible Qualifications Bachelor's degree in Computer Science, Engineering, or a related field. 5 years of professional experience in technical operations and support or related function. Experience with observability tools such as Datadog, Grafana, or New Relic. Experience working supporting platforms leveraging React, Node, React Native, AWS. Strong proficiency in logistics systems and processes. Experience in supporting systems that include connections from a variety protocols including EDI and API integrations. Proven leadership and mentoring abilities. Excellent problem-solving and analytical skills. Experience in platforms that include mobile applications, web applications, and system integrations a plus. Experience in logistics technology a plus. Here is what we offer: Medical, Dental insurance Unlimited PTO (Vacation, Holiday, Sick) 401(k) Life Insurance, Disability Bonus potential