Terminal Operations Specialist

The Terminal Operations (TOS) is a critical part of our service delivery in the point-of-sale product. As part of point-of-sale we will be expected to offer first-in-class hardware and on-site sales systems. Our aim is to bring the forefront of operational excellence and technology to the Enterprise Tourist Attractions space, and we cannot fulfil this dream without our dedicated Operations team. As an Operations Specialist you will be a critical member of the Operations team, responsible for providing specialized, high-level technical support for our terminal hardware and software, owning the hardware order fulfillment process, and assisting with hardware installations. This role serves as the essential bridge between Customer Support, Customer Success, Sales, and all the internal Development sub-teams, ensuring the stability, quality, and continuous improvement of our terminal solutions. If you have a keen eye for detail and a passion for technology, this is the perfect opportunity for you! What will be your main responsibilities? Serving as the L3 escalation point on all device-related issues, acting as the critical bridge between Level 2 Support and the Development team. Level 2 support introduces a human-in-the-loop; Level 3 is the expert triage phase to understand the underlying issues. Conduct in-depth triage, meticulously sifting through logs, recreating intermittent bugs, and documenting issues for the Engineering team. You will be expected to quickly re-route issues when they are touching other products like backend or connectivity for a smooth resolution. You will work with the Product Managers (PMs) in order to prioritise issues. You will be expected to proactively chase developers to prevent Ops SLAs from being breached and keep resolution momentum moving. Contribute to the resolution and documentation of hard-to-debug problems with hardware peripherals and application business logic. You will be part of the On-Call operations roster to try and minimise support gaps. Act as a key resource for the Customer Success team during go-lives, ensuring smooth and well-documented hardware installations. Remotely assist Customer Success Managers (CSMs) with setup instructions and aid in activation (e.g. MDMs) during the installation phase, helping cover technical bases and troubleshooting when they are on-site. Update internal wiki manuals and documentation to reflect any new issues, workarounds, or process changes that arise during installation, benefiting all future deployments. Requirements Who is our ideal candidate? Proven experience in providing tech support and troubleshooting. Detail-oriented and loves to dive deep into logs to find likely culprits. Familiarity with physical hardware or at least an appetite to learn. Able to break a problem into clear, reproducible steps, isolating variables to narrow down the likely cause, the way a well-structured bug report does. Exceptional writing skills, we need someone to decompose complex topics into clear, digestible parts (eg. bullet points) and help increase our knowledgebase. Ability to speak out and suggest improvements to the process. Benefits What can we offer? We are fairly informal about working hours. We want to make sure you like your job and wanna go an extra mile for us. Unlimited paid holiday days. Start-up working environment. WFH or work remotely. Team buildings and company remote office. Sounds boring? The whole team met in Spain, South Africa, Italy, Portugal, and France. We also enjoy a spontaneous beer after work or any sports activity. Office in Brno and Lisbon. We have two office locations: the core team is located in Brno and we have one newly opened office in Lisbon. How does working for a month from Lisbon sound? :) Young and passionate team. Refreshments and delicious coffee in the office area. Hardware/ remote setup package. Competitive salary and regular salary revaluation. Bonuses based on company performance. The Terminal Operations Specialist (TOS) team will expand to 3 members in 2026. This team is expected to collaborate to ensure coverage of 09:00 GMT – 12:00 Eastern, Monday–Friday. We offer a no-limit vacation time policy, but team members must always coordinate their leave to ensure that at least one Terminal Operations Specialist is available at all times. Ready to help shape the future of travel experiences? Apply now and be part of something unforgettable. About Ventrata Ventrata is an enterprise ticketing platform designed for high-volume attractions, museums, observatory towers, sightseeing tours, and activity operators. Our all-in-one solution powers online, in-person, and third-party sales, and provides robust functionality for resource management, hardware integrations, and 24/7 live support. Leading brands across diverse verticals trust Ventrata's solutions, and our focus on building long-term connections is key to mutual success. Since 2016, we have worked with many City Sightseeing operations and have teamed up with notable companies like Big Bus Tours and Historic Tours of America. Our recent partnerships, including those with English Heritage, Paradoxon, the Empire State Building, Thames Clippers, and many others established over the past two years, show strong potential to evolve into enduring, long-term relationships. These examples represent just a few of our many collaborations driving the innovation behind the 21 million tickets we sold in 2023 — a 60% increase from the previous year. What truly sets us apart is our independence — we've been profitable since 2018, with no reliance on venture capital. This financial stability allows us to innovate and grow on our own terms. We value collaboration and freedom ensuring that every team member has the space to take ownership, be heard, and drive real impact.