# SiteOps Specialist

**Company:** [Earnin](https://hotfix.jobs/companies/earnin)
**Location:** Mexico City, Mexico
**Role:** IT Support
**Skills:** Zendesk, Sunco, Aws Connect, Jira, Okta, Okta Workflows, SCIM, Google Analytics, Sprout Social, Assembled, Access Governance, Incident Response, Scripting, Automation, Agentic Workflows
**Posted:** 2026-06-26

> Administers CX platforms, access lifecycles, operational workflows, and incident support across Site Operations. The role requires hands-on Zendesk/SunCo experience and familiarity with Jira, identity governance, documentation, and production support environments.

## Job Description

## Responsibilities

- Own intake and triage for Site Ops requests through the Jira Customer Portal, including general requests, tooling access, and after-hours urgent support.
- Coordinate with on-call teams and ensure clear handoffs.
- Implement end-to-end agentic workflows to autonomously intake, triage, and resolve routine Site Ops and CX issues, including access requests, tooling fixes, and standard configuration changes.
- Automate repetitive decision steps, surface runbooks and approvals, and provide auditable actions and rollback paths to reduce escalations and mean time to resolution.
- Administer and support CX tooling and related applications, including Zendesk/SunCo, AWS Connect, Sprout Social, Assembled, and Google Analytics.
- Execute BPO and internal user lifecycle operations, including onboarding, permissioning, and offboarding.
- Maintain Okta hygiene, source-of-truth rosters, and access records; ensure changes are auditable.
- Run recurring user and access audits across Site Ops-administered tools, document findings, and work with stakeholders and Security to remediate gaps.
- Coordinate vendor escalations end-to-end, including troubleshooting, ticket tracking, and implementing fixes or workarounds.
- Support real-time incident response for agent- and customer-impacting tooling issues.
- Partner with Engineering, IT, and Security on configuration changes, release gating, and change validation.
- Contribute implementation, rollback, and runbook steps for operational changes.
- Create and maintain runbooks, SOPs, tooling pages, and training content for internal teams and BPO partners.
- Monitor operational health signals across owned tools and proactively address reliability, access, and performance issues.
- Use telemetry to identify trends and measure improvements.

## Requirements

- 1+ year of hands-on experience administering CX platforms such as Zendesk/SunCo, including workflows, queues, routing, triggers, automations, and integrations.
- Experience supporting production-grade support environments with high availability and real-time incident response expectations.
- Proficiency with operational intake and tracking in Jira.
- Experience collaborating across IT, CX, Engineering, and Security.
- Experience owning user lifecycle and access governance for internal or BPO populations.
- Strong documentation habits, including runbooks, workflows, and playbooks.
- Ability to troubleshoot agent- and customer-impacting issues across chat, email, messaging, and voice channels in real time.

## Nice to Have

- Experience with AWS Connect or similar cloud contact center platforms.
- Experience building or implementing agentic workflows.
- Familiarity with learning and workforce management platforms used in support organizations.
- Experience with operational reporting across systems.
- Experience supporting high-volume, regulated, or 24/7 contact center environments.
- Hands-on experience with Okta or identity/access automation, including Okta Workflows and SCIM provisioning.
- Basic scripting and automation experience.

## Compensation and Benefits

- Hybrid position based in the Mexico City office, with two days per week in the office.
- Healthcare benefits.
- Internet and cell phone reimbursement.
- Learning and development stipend.
- Potential opportunities to travel to the Palo Alto headquarters.
- Visa sponsorship and immigration support are not available for this position.

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