Technology Operations Lead
Leads IT operations by managing endpoint reliability, security, and scalability for identity and infrastructure systems. Handles Tier 2/3 incidents, automates resolutions, troubleshoots Apple devices and tools like Okta and Google Workspace, and mentors team members. Requires 5-7 years in IT ops supporting technical teams.
About the job
Responsibilities
- Handle day-to-day operations and incident response
- Triage and resolve Tier 2/3 tickets with a focus on automation and improving response and resolution times
- Manage and troubleshoot Apple devices at hyper-scale
- Trace root causes across complex, multi-system failures (Rippling → Okta → Kandji → Google Workspace), identify patterns in recurring tickets, and propose automation or self-service solutions
- Analyze downstream impacts before making changes; map dependencies and blast radius for SSO, MDM, and access-control changes
- Build and maintain runbooks, troubleshooting guides, and knowledge base articles that elevate team capabilities
- Lead small projects that address operational pain points (BYOD policies, international provisioning, compliance evidence collection)
- Translate technical issues for non-technical stakeholders (People Ops, Finance, Legal) during incidents and changes
- Mentor future IT team members on troubleshooting methodology and systems thinking
- Participate in an on-call rotation and help establish sustainable escalation procedures as the team grows
Requirements
- 5–7 years in IT Operations or Technical Support roles, ideally supporting technical teams (SaaS, cloud, AI/ML environments)
- Systems thinker who naturally traces dependencies, considers second-order effects
- Strong incident management skills: triage, root-cause analysis, blameless postmortems, pattern recognition
- Understanding of compliance controls (access management, logging, change management)
- Clear communicator who can explain technical issues to both engineers and non-technical stakeholders and write excellent documentation
- Self-directed with a bias to action and strong judgment on when to escalate versus resolve independently
- Solves problems others gave up on through creative, systematic troubleshooting
- Thinks through second- and third-order effects before making changes
- Documents solutions that help everyone, not just yourself
- Builds trust through technical competence and calm, clear communication under pressure
Nice-to-Haves
- Expert troubleshooting across the Apple ecosystem, including MDM (Kandji, Jamf, Intune)
- Advanced Google Workspace and Okta administration (SAML/OIDC, lifecycle automation, SCIM provisioning)
- Multi-cloud Support (AWS, Azure, GCP)
- Network troubleshooting (DNS, VPNs, VLANs)
- Scripting and automation (Python, Bash) and APIs for repetitive tasks and integrations, plus low-code automation tools (Okta Workflows, Zapier)
Benefits
- Generous equity grant vested over 4 years
- $20K relocation bonus (if moving to the Bay Area)
- $10K housing bonus (if you live within 0.5 miles of our office)
- $1K monthly stipend for meals
- Free Equinox membership
- Health insurance
Skills
Okta, Google Workspace, Kandji, Apple Mdm, Rippling, AWS, Azure, GCP, Python, Bash
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