Technical Service & Operations Consultant

Purpose

As a Technical Service & Operations Consultant at Exerp, you will play a key role in delivering exceptional client experiences while solving complex technical challenges across our platform and infrastructure. You’ll use tools such as monitoring systems, database queries, and cloud technologies to identify, analyse, and resolve issues—ensuring our clients receive timely, high-quality support and solutions.

In this hybrid role, you will act as a bridge between clients and our technical ecosystem. You’ll work closely with client stakeholders to understand business needs, refine technical requirements, and deliver tailored solutions that help clients get the most out of the Exerp Platform and its integrations.

This position is ideal for someone who thrives on problem-solving, values continuous improvement, and enjoys striking a balance between operational depth and client-facing collaboration.

Key Responsibilities

Client Interaction & Support

• Act as a main point of contact for client support via tickets, video calls, and phone.

• Build lasting relationships with stakeholders through responsive, clear communication.

• Resolve urgent issues in the platform and integrations, including billing and reporting.

• Join the Major Incident Response Team to help manage critical issues.

• Support technical onboarding of new team members through training and knowledge sharing.

Issue Resolution & Operational Diagnostics

• Conduct in-depth diagnostics using tools such as Grafana, Prometheus, and Elasticsearch, and

perform database lookups, log analysis, and cloud environment checks (e.g., AWS, Kubernetes).

• Collaborate across teams to solve complex, cross-functional issues.

• Proactively monitor systems to identify and prevent potential issues.

Technical Consulting & Custom Solutions

• Customize the Exerp member portal and templates using HTML, jQuery, and XSL.

• Deliver custom reports, data extracts, and analytical queries to support client insights.

• Execute data tasks, including scripting and template configuration.

Experience & Skills

• 3+ years in technical support or a client-facing role, preferably in software or SaaS.

• Strong troubleshooting skills and a proactive, solution-oriented approach.

• Quick learner with a demonstrated ability to master new tools and technologies.

• Proficient in Excel and data analysis; comfortable working with large datasets.

• Working knowledge of APIs, web services, and integration use cases.

• Experience using monitoring and observability tools such as Grafana, Prometheus, and

Elasticsearch to identify and analyse system behaviour.

• Exposure to modern cloud and container technologies, including Kubernetes and the AWS

console.

• Familiarity with SQL, relational databases, and turning data into actionable insights.

Qualities we appreciate

• Clear and confident communicator in English, both written and spoken.

• Organised and efficient, with the ability to juggle multiple priorities and deadlines.

• Builds strong client relationships and engages comfortably with senior stakeholders.

• Proactive, detail-oriented, and eager to learn and improve.

• Analytical thinker with both technical understanding and business awareness.

• Team player who thrives in collaborative and fast-paced environments.

• Comfortable working independently while contributing to shared goals in a fast-paced environment.

Working conditions

You will work during regular office hours, with occasional travel for client onboarding or consultancy-related work

projects. The role is highly client-facing, with frequent interactions via video and phone. You’ll collaborate

closely with internal teams and external stakeholders to troubleshoot issues and deliver technical solutions.

The work environment is structured, fast-paced, and collaborative, making it ideal for those who enjoy technical challenges and direct client impact.