IT Operations Engineer

About the Role:

This role is crucial in supporting our technology infrastructure for our expanding business. The responsibilities include addressing IT issues, streamlining the onboarding and offboarding processes, and improving the performance and security of our network. The ideal candidate will be a skilled problem solver with strong attention to detail, capable of implementing effective IT solutions and ensuring a seamless technological experience for our employees.

What You'll Do:

• Managing SaaS Applications: Oversee provisioning, access management, and on/off-boarding processes for our SaaS services.
• IT Support and Administration: Provide comprehensive support for critical IT cloud-based tools, including Google Workspace, Okta, Slack, Atlassian, Gitlab, VPN solutions, Airtable, etc.
• Process Improvements and Automation: Document and improve our IT processes, and wherever possible, enhance efficiency by automating tasks and creating run books and playbooks.
• Hardware Lifecycle Management: Support procurement, device management (Apple, Linux and Windows devices), patching, and depreciation of hardware assets.
• Software Asset Management: Oversee the lifecycle of software/application assets from procurement to license assignment & reclamation, and create and maintain an Access Control Matrix to provision software based on least privilege access.
• IT Operations and Helpdesk: Handle day-to-day IT tasks, including hardware, software, troubleshooting and support.
• OT Support: Work with engineers to install, manage, and secure new technologies.
• Team Support: Actively collaborate with senior IT team members for advanced diagnostics and troubleshooting. 
• IT Infrastructure Maintenance: Maintain and support IT tech stacks such as Conference AV systems, and on-premises infrastructure (routers, firewall appliances, ethernet drops, security cameras, etc.) 
• Security Support: Stay updated with security issues and CVEs and promptly remediate them.
• Minimal Off-Hour Support: Provide support for rare network and infrastructure updates outside business hours.

What You’ll Need:

• 5+ years of experience in an IT/OT role, providing support across multiple teams and resolving diverse IT issues.
• 5-days a week in Emeryville, with occasional travel to Santa Clara (up to 1 x week).
• Experience managing and deploying Okta, with general familiarity with SSO/SAML tools.
• Strong understanding of MDM tools for the management of a Mac/WinTel/Linux fleet.
• Positive attitude and enthusiasm for developing new processes and policies.
• Strong understanding of IT/OT systems administration, including core SaaS business applications and advanced troubleshooting on macOS, Linux, and Windows OS.
• Strong understanding of network infrastructure and experience configuring and supporting scalable hybrid networks.
• Experience in project management and excellent writing/documentation skills.
• Exceptional customer service skills.
• Aptitude for learning new technologies, demonstrated self-lead learning.
• Ability to work in fast-paced environments with minimal guidance.

Nice to Have:

• Demonstrable technical and security experience, including proficiency in data protection best practices.
• Familiarity with programming/scripting languages like PowerShell, Bash, and Python.
• Experience with Google Workspace and AWS.
• Excellent analytical, logical thinking, and problem-solving skills.
• Experience automating manual onboarding/offboarding tasks, preferably with Okta Workflows.
• Experience with VPN solutions such as Tailscale.
• Experience managing and Meraki switches and Palo Alto Networks (PAN) firewalls.
• Certifications such as CompTIA A+, CompTIA Security+, and CompTIA Network+.
• BA/BS in Computer Science or equivalent experience.

When referencing the compensation band below, please note that it may vary based on a candidate’s experience and level. This role is not tied to a single level and may span earlier-in-career through senior-level candidates. Final leveling will be determined during the interview process. We are open to strong earlier-career candidates who are excited to grow into broader technical leadership or architectural responsibility over time.