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Technical Operations Manager

Ttecdigital · Austin, TX · Remote · Active · $90,000–$105,000 / year · Lever

Job facts

FieldValue
CompanyTtecdigital
TitleTechnical Operations Manager
Normalized title-
Department / teamCisco / Managed Services
LocationAustin, TX, United States
Work modelRemote / Remote
Employment typeFull Time
Salary$90,000–$105,000 / year
Statusactive
ATS providerLever
Posted / first seen2026-05-18 / 2026-05-30
Changed / last seen2026-05-30 / 2026-06-06

Related slices

PageWhat it containsOpen
Company jobsActive postings from Ttecdigital.Open
Company breakdownsRole, location, ATS, and work model facets for this company.Open
ATS provider jobsActive postings observed through Lever.Open
Provider filtered searchThe same provider as a filtered job collection.Open
City jobsActive postings in Austin.Open
Department jobsActive postings in Cisco.Open
Work model jobsActive Remote postings.Open
Lifecycle eventsOpen, update, close, and reopen events for this posting.Open
Original postingCanonical source or apply URL captured from the ATS.Open

Linked records

CompanyTtecdigital
Source2d6b5c8a-c432-4ada-9c30-80d2bea282f2
ATS providerLever

Description

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. We are looking for a Technical Operations Manager to join the Managed Services practice.  This is a remote, telecommute role based in US. In the role you will be responsible for managing the platform, operational relationships, operations related services, and on-going support of contact center managed operations clients. You will function as a trusted advisor to our clients, and your responsibilities will include oversight of the managed technical operations, building and maintaining client relationships, ensuring client satisfaction, mitigating risks, and leading managed technical operations account expansion. In addition, the Operations Manager assures adherence with client regulations/policies (ITIL processes, Time reporting, Asset Management, Release Management, Security, etc.)  The Ops Manager also manages internal and external communications regarding the client engagement.  The Ops Manager ensures client satisfaction with Managed Services Offerings and facilitates the transition between project-related activities and Day-2 support.  Finally, the Ops Manager participates in the management of the commercial aspects of the managed services engagement.  This includes assisting with the creation of commercial documentation, requirements gathering and determination of effort. What you will be doing: This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels. Benefits available to eligible employees include the following: - Medical, dental, vision - tax-advantaged health care accounts - financial and income protection benefits - paid time off (PTO) and wellness time off. This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early. About Us TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage. We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries. TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity. Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications. #LI-Remote Platform Operations Management Management, trending and analysis of historical and existing support and change service requests Prioritize work related to service requests for technical resources Own completion of Change Management cycles and provide adequate visibility internally and externally. Review daily/weekly/monthly platform statistics related to stability and capacity Develop Action plans to resolve stability or capacity issues Coordinate Incident / Service Request resolution activities from initiation to root cause analysis between Service Desk, Level II/III and management resources Ensure certification of technical plans for major implementations and projects Continuous development and exhibition of platform knowledge and effective application to the client environment Ensure adherence with client regulations/policies; i.e., Incident/Problem/Change/Release Management/ITIL, etc., Timely and Effective Management of internal and external Communications Organize and Lead regular client Operational status reviews Coordinate account activities and communications with Account Management and support interactions and communications with relevant vendors Maintain positive and professional demeanor when communicating internally and externally Build strong business relationships with all engagement stakeholders Act as a trusted advisor for client contacts Distribute and discuss client “lessons learned” discoveries Ensure Client Satisfaction with Managed Services Operations Proactive “informal” check with client on Managed Services performance Ensure client issues thoroughly triaged and SLA’s met Conduct bi-annual client feedback discussion Develop effective action plan to address negative client feedback and prevent recurrence of client issues Communicate all client feedback to account management and staff Management and assurance of escalations and timely and effective incident notifications Drive the assurance of resource effort allocation to remain in alignment with client requirements Arrange site visits with client to improve ICS/MS understanding of client mission Ensure effective management of Commercial aspects Assist account partners and Account Management with client interactions Assist with the creation of SOW’s, Change Requests, RFP responses and other contract documentation Tracking Project run rates, hours utilization and ensure proper invoicing Pre-Implementation requirements compilation, LOE and Resource Management for small projects Obtain solid knowledge of Managed Services offerings Provide formal account status and communication with Account Partner and Account Managers Provide important client information to peers and management to facilitate good business decisions Work with account partners to identify relationship expansion opportunities Manage effective transition of Support Activities Integrate with and provide feedback to improve delivery methods Ensure requisite support reference documentation is created Provide direction for client transition to new support model Manage client expectations for daily support and ongoing projects Manage engagement scope and responsibilities Skills and experience you bring: 2–4+ years of Technical Operations Management experience, ideally within contact center environments supporting cloud or on‑premises technologies Proven client management capabilities, including relationship building, expectation setting, and issue resolution Hands‑on experience delivering or managing Contact Center technologies, such as: Voice and data network operations Computer Telephony Integration (CTI) ACD and IVR platforms CRM systems and related integrations Advanced organizational and coordination skills, with the ability to manage multiple operational priorities in a fast‑paced environment Nice to have: foundational project management experience (task planning, timelines, cross‑functional coordination)

Full job record

Job ID425afb534a3cb186a94af2090e339569b52912bc
Org IDa907b995-a963-4170-b277-e887aef65940
Source ID2d6b5c8a-c432-4ada-9c30-80d2bea282f2
Board ID2d6b5c8a-c432-4ada-9c30-80d2bea282f2
Providerlever
Provider Job Key341a4b1d-15f5-4b00-a489-1dfc86fc404f
TitleTechnical Operations Manager
Normalized Title
Statusactive
Activeyes
Location TextAustin, TX
DepartmentCisco
TeamManaged Services
Employment TypeFull-Time
Workplace Typeremote
Remote Policyremote
CountryUnited States
RegionTX
CityAustin
Salary RawUSD 90000-105000 per-year-salary
Salary Min90,000
Salary Max105,000
Salary CurrencyUSD
Salary Periodyear
Source URLhttps://jobs.lever.co/ttecdigital/341a4b1d-15f5-4b00-a489-1dfc86fc404f
Apply URLhttps://jobs.lever.co/ttecdigital/341a4b1d-15f5-4b00-a489-1dfc86fc404f/apply
First Seen At2026-05-30 07:36:15Z
Last Seen At2026-06-06 19:47:08Z
Last Checked At2026-06-06 19:47:08Z
Last Changed At2026-05-30 07:36:15Z
Inactive At
Source Posted At2026-05-18 18:43:21Z
Source Updated At
Raw Payload Uris3://job-postings-prod-raw-590183727216/raw/provider=lever/board=ttecdigital/date=2026-06-06/2026-06-06T19-47-06-934Z-c163e091b32b4dd3adadba821f2f5a70438b33909b2cd72a3bbe1915f5d4b89c.json
Event Fields
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  "last_changed_at": "2026-05-30T07:36:15.299Z",
  "active_status": "active"
}
Parsed Structured
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    "is_remote": true,
    "confidence": 0.9
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  "salary_max": 105000,
  "salary_min": 90000,
  "inferred_at": "2026-06-06T19:47:08.177Z",
  "launch_scope": {
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    "included": true,
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  "remote_policy": "remote",
  "salary_period": "year",
  "workplace_type": "remote",
  "salary_currency": "USD"
}
Extensions
{}
Native Structured
{
  "lists": [
    {
      "text": "Platform Operations Management",
      "content": "<div>\n<ul type=\"disc\" style=\"margin-top: 0in; margin-bottom: 0in;\">\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Management, trending and analysis of historical and existing support and change service requests</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Prioritize work related to service requests for technical resources</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Own completion of Change Management cycles and provide adequate visibility internally and externally.</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Review daily/weekly/monthly platform statistics related to stability and capacity</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Develop Action plans to resolve stability or capacity issues</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Coordinate Incident / Service Request resolution activities from initiation to root cause analysis between Service Desk, Level II/III and management resources </span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Ensure certification of technical plans for major implementations and projects</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Continuous development and exhibition of platform knowledge and effective application to the client environment</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Ensure adherence with client regulations/policies; i.e., Incident/Problem/Change/Release Management/ITIL, etc.,</span></li>\n\n</ul></div>"
    },
    {
      "text": "Timely and Effective Management of internal and external Communications",
      "content": "<div>\n<ul type=\"square\" style=\"margin-top: 0in; margin-bottom: 0in;\">\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Organize and Lead regular client Operational status reviews </span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Coordinate account activities and communications with Account Management and support interactions and communications with relevant vendors</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Maintain positive and professional demeanor when communicating internally and externally</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Build strong business relationships with all engagement stakeholders</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Act as a trusted advisor for client contacts</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Distribute and discuss client “lessons learned” discoveries</span></li>\n\n<p style=\"margin: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"><br><br></span></p>\n</ul></div>"
    },
    {
      "text": "Ensure Client Satisfaction with Managed Services Operations",
      "content": "<div>\n<ul type=\"square\" style=\"margin-top: 0in; margin-bottom: 0in;\">\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Proactive “informal” check with client on Managed Services performance </span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Ensure client issues thoroughly triaged and SLA’s met</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Conduct bi-annual client feedback discussion</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Develop effective action plan to address negative client feedback and prevent recurrence of client issues</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Communicate all client feedback to account management and staff</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Management and assurance of escalations and timely and effective incident notifications</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Drive the assurance of resource effort allocation to remain in alignment with client requirements</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Arrange site visits with client to improve ICS/MS understanding of client mission</span></li>\n\n</ul></div>"
    },
    {
      "text": "Ensure effective management of Commercial aspects",
      "content": "<div>\n<ul type=\"square\" style=\"margin-top: 0in; margin-bottom: 0in;\">\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Assist account partners and Account Management with client interactions</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Assist with the creation of SOW’s, Change Requests, RFP responses and other contract documentation </span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Tracking Project run rates, hours utilization and ensure proper invoicing</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Pre-Implementation requirements compilation, LOE and Resource Management for small projects</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Obtain solid knowledge of Managed Services offerings</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Provide formal account status and communication with Account Partner and Account Managers</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Provide important client information to peers and management to facilitate good business decisions </span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Work with account partners to identify relationship expansion opportunities </span></li>\n\n</ul></div>"
    },
    {
      "text": "Manage effective transition of Support Activities",
      "content": "<div>\n<ul type=\"square\" style=\"margin-top: 0in; margin-bottom: 0in;\">\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Integrate with and provide feedback to improve delivery methods </span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Ensure requisite support reference documentation is created </span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Provide direction for client transition to new support model</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Manage client expectations for daily support and ongoing projects</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Manage engagement scope and responsibilities </span></li>\n\n</ul></div>"
    },
    {
      "text": "Skills and experience you bring:",
      "content": "<div>\n<ul type=\"disc\" style=\"margin-top: 0in; margin-bottom: 0in;\">\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">2–4+ years of Technical Operations Management experience, ideally within contact center environments supporting cloud or on‑premises technologies</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Proven client management capabilities, including relationship building, expectation setting, and issue resolution</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Hands‑on experience delivering or managing Contact Center technologies, such as:</span></li>\n<ul type=\"circle\" style=\"margin-top: 0in; margin-bottom: 0in;\">\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Voice and data network operations</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Computer Telephony Integration (CTI)</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">ACD and IVR platforms</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">CRM systems and related integrations</span></li>\n\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Advanced organizational and coordination skills, with the ability to manage multiple operational priorities in a fast‑paced environment</span></li>\n<li style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Nice to have:&nbsp; foundational project management experience (task planning, timelines, cross‑functional coordination)</span></li>\n\n</ul></ul></div>"
    }
  ],
  "country": "US",
  "createdAt": 1779129801392,
  "updatedAt": null,
  "categories": {
    "team": "Managed Services",
    "location": "Austin, TX",
    "commitment": "Full-Time",
    "department": "Cisco",
    "allLocations": [
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  "salaryRange": {
    "max": 105000,
    "min": 90000,
    "currency": "USD",
    "interval": "per-year-salary"
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}
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