Technical Operations Support (TOS) Analyst

Location: Hybrid in Aliso Viejo, California, United States

Company

hirify.global develops PlayStation hardware, network services, and cloud gaming experiences for players worldwide.

What you will do

• Acknowledge, triage, resolve, and escalate support requests according to established SOPs.
• Perform routine operational tasks and maintenance while meeting SLA commitments.
• Monitor operational queues and support platform stability and service availability.
• Create, update, and maintain SOPs, knowledge base articles, and operational documentation.
• Identify recurring issues and repetitive work, recommending automation and process improvements.
• Collaborate with technical operations, engineering, team leads, and global support teams.

Requirements

• 1–3 years of experience in IT, technical support, operations support, or a related field.
• Foundational knowledge of computer systems, operating systems, networking, and troubleshooting methodologies.
• Experience with ticketing systems, service request management, or operational support processes.
• Ability to follow documented procedures with accuracy and attention to detail.
• Strong written and verbal communication, organization, collaboration, ownership, and prioritization skills.
• Willingness to work flexible schedules, including evenings, weekends, and holidays, as business needs require.

Nice to have

• Linux and command-line experience.
• Experience troubleshooting hardware, software, or infrastructure issues.
• Familiarity with Jira, Confluence, ServiceNow, monitoring, alerting, or observability tools.
• Exposure to AWS, Google Cloud, SLA-based operational environments, or process improvement initiatives.
• Basic scripting with PowerShell, Bash, Python, or similar technologies.

Culture & Benefits

• Hands-on experience supporting a global cloud gaming platform.
• Opportunity to develop skills in technical operations, cloud operations, infrastructure engineering, and site reliability engineering.
• Collaboration with experienced professionals on critical operational processes.
• Background checks are conducted at the offer stage for new employees.