Senior IT Operations Analyst

What You Can Do for Us

• Act as the senior escalation point for complex, high-risk, or ambiguous customer issues — and provide technical guidance that helps analysts grow.
• Partner with Engineering to support the design, rollout, and refinement of product features based on what you see in real customer environments.
• Identify, design, and help deploy automation that improves efficiency, accuracy, and consistency across operations.
• Collaborate with Customer Success on onboarding, escalations, and delivery improvements for key customers.
• Surface recurring issues, bugs, and improvement opportunities to Product and Engineering with clear, actionable context.
• Participate in an on-call rotation for after-hours escalations and critical incidents.

What You Should Bring with You

• 5+ years of experience in IT support or IT operations, with demonstrated experience as a senior escalation point or technical subject matter expert.
• Expert-level knowledge of Google Workspace, Microsoft 365, Slack, and Microsoft Teams in enterprise environments.
• Expert-level knowledge of Windows and macOS, including deep diagnostic and troubleshooting instincts.
• Expert-level understanding of Identity and Access Management concepts and troubleshooting.
• Strong working knowledge of networking fundamentals, including TCP/IP, DNS, VPNs, and Wi-Fi.
• Experience with help desk platforms, including tools like Jira, ServiceNow, Zendesk, or Freshdesk.
• Experience with MDM solutions, including JAMF or Microsoft Intune.
• Hands-on experience with scripting, automation, or AI-assisted tools — including PowerShell, Bash, Python, or similar.
• Familiarity with security policies and IT best practices.
• Clear communication skills across technical and non-technical audiences; you can write an escalation summary and a product feedback doc with equal clarity.
• A genuine interest in automation and AI — and the instinct to ask "why is this still manual?" when you see something that shouldn't be.
• Experience contributing to automation, tooling, or platform improvements within an IT or security context.