Technical Operations Coordinator

About the role

As Technical Operations Coordinator, you'll help keep immersive guest experiences running reliably once they're live in the world. You'll sit at the center of daily operations, connecting clients, vendors, project managers, engineers, and creative leads so tickets move, deployments land, and issues get resolved before they become guest-impacting.

This is a hands-on role for someone who likes order, urgency, and visible impact. You'll coordinate across multiple active engagements, keep documentation and runbooks sharp, support deployment windows, and build the foundation for a path toward Technical Support Manager. If you have an IT operations or sysadmin background and want your work to support real-world experiences that delight park guests every day, this role was built for you.

Responsibilities

•  Own the flow of support tickets across multiple live engagements, ensuring every issue has a clear owner, next step, and path to resolution.

•  Get hands-on with live systems: restart services, monitor and restart containers, apply patches, run documented deployments, follow runbooks, and troubleshoot issues before escalating to engineers.

•  Help launches and updates land cleanly by coordinating deployment windows with engineering, clients, and vendors, including the occasional off-hours windows required for park downtime.

•  Keep teams aligned through weekly ticket reviews and support check-ins, capturing action items, confirming owners and due dates, and following through until work is complete.

•  Make operational knowledge easy to act on by keeping runbooks, after-action reports, deployment plans, and client documentation current, accurate, and easy to find.

•  Protect project health by tracking support-contract hours and retainer usage, flagging scope creep early so leadership can make timely decisions on change orders.

Requirements

•  1–3 years in IT operations, systems administration, service desk, or technical project support, in a tech/IT-ops environment or on a technical team inside an agency or studio, where you've owned tickets and incidents end-to-end in a real ticketing system.

•  Solid fundamentals in Linux or similar systems: you're comfortable navigating the filesystem, managing permissions and processes, starting/stopping/inspecting services (e.g., systemd), and applying updates with a package manager (e.g., apt, yum, or dnf).

•  Practical troubleshooting instincts: you know how to investigate issues through logs (journalctl, tail/grep, or structured-log tools), use CLI utilities like curl or wget for diagnostics, and operate Docker containers by reading logs, monitoring health, and restarting unhealthy containers. You won't write production code or author images, but you will operate live systems daily.

•  A strong operational backbone: clean ticket hygiene, sharp documentation, current runbooks, useful post-mortems and after-action reports, and a reputation for keeping details from falling through the cracks.

•  Clear communication under pressure: you can explain a technical incident to a non-technical client without losing accuracy, and you can deliver hard news while protecting trust.

•  Sound judgment across competing workstreams: you can prioritize, switch context, keep momentum, and know when to escalate before a small issue becomes a larger one.

•  Fluency with ticketing and project tools such as Jira, ServiceNow, ClickUp, or similar. The habit of working cleanly in the system matters more than the specific tool.

Preferred Qualifictions

•  Theme park, attractions, or entertainment-industry client experience.

•  Vendor management or light contract administration (SOWs, T&M billing, retainers, change orders).

•  Working knowledge of Agile, Scrum, or hybrid delivery methodologies.

•  Experience collaborating with distributed and international teams; Japanese fluency is a notable plus.

•  AI built into how you already work: prompts, agents, and automations that compress real workload, not one-off chatbot questions.

Work Environment

•  Gigantic Playground is a remote-first agency environment with team members located across the US.

•  Preferred time zone is EST, however candidates located in CST, MST, and PST will also be considered 

•  This role requires occasional availability for late-night or early-morning deployment, validation, and support windows that coincide with park downtime, handled by time-shifting within a standard 8-hour day.