IT Operations Engineer

About the role

This role is crucial in supporting our technology infrastructure for our expanding business.

Responsibilities

• Managing Business SaaS Applications: Oversee provisioning, access management, and on/off-boarding processes for our various 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 end user 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.

Requirements

• 5+ years of experience in IT Operations, IT Infrastructure, or End User Support, including direct support of engineering, manufacturing, hardware development, laboratory, R&D, or other highly technical environments.
• Demonstrated ownership of IT systems through proactively identifying problems, improving processes, and designing, implementing, or automating scalable solutions rather than simply maintaining existing ones.
• Excellent customer service and communication skills, with the ability to support engineers, researchers, technicians, and business teams in a fast-paced, high-touch environment.
• 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.
• Significant experience with Google Workspace.
• Strong understanding of IT/OT systems administration, including core SaaS business applications and advanced troubleshooting on macOS, Linux, and Windows OS.
• Significant experience with AWS.
• Experience managing Meraki switches, Palo Alto Networks (PAN) firewalls, and modern VPN solutions.
• Experience automating manual onboarding/offboarding tasks, preferably with Okta Workflows.
• Experience using Python, PowerShell, Bash, APIs, or similar tools to automate repetitive operational tasks and improve team efficiency.
• Strong understanding of network infrastructure and experience configuring and supporting scalable hybrid networks.
• Excellent analytical, logical thinking, and problem-solving skills.
• Experience in project management and excellent writing/documentation skills.
• Strong troubleshooting and critical thinking skills, with the ability to independently diagnose and resolve complex technical issues across multiple systems.
• Demonstrated ability to quickly learn unfamiliar technologies through self-directed learning and become independently productive in new technical domains.
• Bachelor's degree in Computer Science, Engineering, a scientific discipline, or a related technical field, or equivalent practical experience.
• Nice to have: Demonstrable technical and security experience, including proficiency in data protection best practices.
• Certifications such as CompTIA A+, CompTIA Security+, and CompTIA Network+.

Qualifications

The compensation for this position also includes equity and benefits. Salary Range: $125,000 USD - $190,000 USD.