Senior Staff Site Reliability Operations

About the role

We are seeking a Site Reliability Operations Technical Lead to serve as the senior technical individual contributor for reliability and support at our Seattle, WA site. The role owns technical service delivery locally, acts as the support point of last resort before regional and global platform teams, and provides technical leadership to site support engineers. The successful candidate will handle the hardest issues across Active Directory, Exchange, database platforms, and compute infrastructure, lead the site through major incidents, and drive out recurring problems.

Responsibilities

• Own day‑to‑day site operations—including incidents, requests, critical issues, and support coverage—with accountability for queue health, SLA attainment, backlog, service quality, and site asset & inventory management across lifecycle, refresh, procurement, and compliance.
• Serve as Tier 3 escalation owner for the site and AMER across identity (AD, hybrid Entra ID, GPO, Kerberos/LDAP, SSO, MFA), messaging (Exchange hybrid mail flow, mailbox, SMTP relay), compute (Windows, Linux, macOS, virtualization, storage, datacenter and lab hardware), and endpoint (M365, Teams, Intune, Autopilot, imaging through migrations), driving root‑cause analysis and permanent fixes.
• Own endpoint compliance, vulnerability remediation, patch management, and hardening; ensure audit readiness and partner with InfoSec on incident response and privileged‑access management.
• Drive critical issues to global platform teams and vendors with reproducible cases and diagnostic evidence until a committed fix is delivered.
• Act as technical lead for site SRO engineers—setting standards, reviewing work, directing blocking issues, mentoring, and maintaining the site knowledge‑base and runbook library.
• Serve as the primary technical contact for site IT, collaborating with employees, site and executive leadership, Facilities, Security, HR, and Procurement on incidents, planned changes, onboarding, moves, and office/lab expansions.
• Build automation in PowerShell, Python, or Bash for diagnostics, remediation, health checks, and reporting; analyze ticket and reliability trends to eliminate top recurring drivers; champion AI‑driven and agentic solutions that advance SRO strategy.
• Represent site and AMER priorities in regional and global IT initiatives, standards, and architecture forums, and lead operational decisions in the manager’s absence.

Requirements

• 12+ years in enterprise support engineering, infrastructure, or end‑user services, including 5+ years in a senior, lead, or escalation‑tier role in a multi‑site environment.
• Deep hands‑on experience with Active Directory and hybrid Entra ID, Exchange hybrid, Windows and Linux servers, virtualization, enterprise storage, and datacenter hardware.
• Enterprise endpoint management (Intune, Autopilot, MECM/SCCM, Jamf, or equivalent), Windows 11, Microsoft 365 ecosystem, endpoint security, and vulnerability remediation.
• Database operations support and networking fundamentals—DNS, DHCP, VLAN, wireless, firewall policy, and switch‑level troubleshooting.
• Scripting and automation in Python, PowerShell, or Bash applied to real support problems, and experience with ServiceNow or a similar ITSM platform.
• Demonstrated technical leadership without formal authority, excellent executive‑level communication during incidents, and a rigorous focus on root‑cause resolution.
• Willingness to work on‑site and hands‑on (including lifting and moving equipment), join an on‑call rotation, and support after‑hours maintenance windows and cutovers.
• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.

Preferred qualifications

• Experience supporting engineering, lab, R&D, or manufacturing environments with specialized equipment and non‑standard availability requirements.
• Led a local technical effort such as a site build‑out, relocation, or major migration, or influenced global standards and tooling roadmaps for site and regional needs.
• Background in executive support programs, AV and hybrid conference‑room technologies, or building automation that delivered measurable efficiency and experience benefits.

Pay

Base salary range: $184,000 – $264,500 USD, plus eligibility for equity and benefits.

Benefits

Eligibility for equity awards and a comprehensive benefits package.

Schedule

• On‑call rotation required.
• Support for after‑hours maintenance windows and cutovers.