Technical Fulfillment Specialist

Summary

Join Sherpa°, a leading travel technology company, as a Technical Fulfillment Specialist. You will be responsible for monitoring and improving the performance of visa application automation systems. This role requires strong problem-solving, technical, and communication skills, along with experience in technical support or a related field. You will collaborate with various teams to resolve issues, develop solutions, and enhance automation efficiency. Sherpa° offers a competitive salary, benefits, and a flexible work environment. The ideal candidate will have a proactive mindset, be comfortable with ambiguity, and possess a strong interest in AI and automation.

Requirements

• Problem-Solving Aptitude: Ability to diagnose complex technical issues and implement effective solutions with minimal supervision
• Detail Orientation: Meticulous approach to error analysis and application review to ensure accuracy in visa processing
• Communication Skills: Clear communication of technical issues to both technical and non-technical team members
• Process Improvement: Identify patterns in recurring issues and suggest process improvements to enhance automation efficiency
• AI Interest & Aptitude: Demonstrated interest in artificial intelligence and machine learning, with willingness to learn how these technologies apply to automation systems
• Proficiency in SQL for error analysis and data querying
• Basic understanding of HTML and Javascript for error triage and debugging
• Experience with automation tools and workflow systems
• 2+ years of experience in technical support, operations, or a related field
• Ability to work in a fast-paced environment with shifting priorities
• Experience with documentation and knowledge base creation

Responsibilities

• Monitor automation software performance to ensure visa applications are successfully processed
• Review, analyze, and triage new errors within the automation system
• Troubleshoot and resolve technical issues independently where possible
• Collaborate with the operations team to recover and fulfill applications after issue resolution
• Document common issues and solutions to build a knowledge base for future reference
• Develop and implement proactive monitoring strategies to identify potential problems before they affect users
• Stay current with AI and automation technology trends to suggest system improvements
• Provide regular reports on system performance, error rates, and resolution metrics
• Participate in system upgrades and testing to ensure compatibility with visa processing requirements

Preferred Qualifications

• Background in visa processing or similar regulated processes is a plus
• Familiarity with logging and monitoring tools
• Experience working with workflow automation tools such as Zapier or Google Apps Script
• Familiarity with cloud-based logging and monitoring platforms (e.g., Google Cloud Logging, AWS CloudWatch, Datadog)
• Exposure to incident response processes, including documenting bugs, assigning severity, and escalating appropriately
• Comfortable performing light quality assurance work to ensure workflows function as expected before launch

Benefits

• Competitive salary
• Annual employee options program
• Unlimited vacation with a minimum of four weeks
• Unlimited health and wellness days
• Parental leave
• Health and dental benefits from day one
• Learning and development opportunities
• Work from anywhere
• Home office allowance, so you have the best tools to be productive
• Monthly co-working allowance for in-person connections
• Annual team offsite
• Cool swag to flaunt the brand