Technology Operations Specialist (L3) - Job Posting
Owns IT operations, incident response, identity, endpoint, and infrastructure reliability for technical teams. The role requires 5–7 years of IT operations or technical support experience, strong root-cause analysis, and expertise with Apple, MDM, Google Workspace, and Okta environments.
About the job
Responsibilities
- Handle day-to-day IT operations and incident response.
- Triage and resolve Tier 2/3 tickets, emphasizing automation and faster response and resolution times.
- Manage and troubleshoot Apple devices at scale.
- Trace root causes across multi-system failures involving Rippling, Okta, Kandji, and Google Workspace.
- Identify recurring ticket patterns and propose automation or self-service solutions.
- Analyze dependencies and downstream impacts before changes to SSO, MDM, and access-control systems.
- Build and maintain runbooks, troubleshooting guides, and knowledge-base articles.
- Lead projects addressing operational issues such as BYOD policies, international provisioning, and compliance evidence collection.
- Explain technical issues to People Ops, Finance, and Legal stakeholders during incidents and changes.
- Mentor IT team members on troubleshooting methodology and systems thinking.
- Participate in an on-call rotation and help establish escalation procedures.
Requirements
- 5–7 years of experience in IT Operations or Technical Support, ideally supporting technical teams in SaaS, cloud, or AI/ML environments.
- Strong systems-thinking, incident-management, triage, root-cause analysis, blameless postmortem, and pattern-recognition skills.
- Understanding of compliance controls, including access management, logging, and change management.
- Clear written and verbal communication with technical and non-technical stakeholders.
- Self-directed approach, sound judgment, and ability to troubleshoot independently and escalate appropriately.
- Strong documentation and systematic problem-solving abilities.
Nice to Have
- Expert troubleshooting across the Apple ecosystem.
- Experience with MDM tools such as Kandji, Jamf, and Intune.
- Advanced Google Workspace and Okta administration, including SAML/OIDC, lifecycle automation, and SCIM provisioning.
- Multi-cloud support across AWS, Azure, and Google Cloud.
- Network troubleshooting, including DNS, VPNs, and VLANs.
- Scripting and automation with Python, Bash, APIs, Okta Workflows, or Zapier.
Compensation and Benefits
- Annual salary: $160,000–$190,000.
- Bi-annual performance bonus structure.
- Equity grant vesting over four years.
- Up to $15,000 relocation bonus.
- $10,000 housing bonus for employees living within 0.5 miles of the office.
- $1,500 monthly meal stipend.
- Equinox membership.
- $200 monthly laundry reimbursement.
- $200 monthly personal wellness reimbursement.
- Health, dental, and vision insurance.
Skills
It Operations, Incident Management, Apple Devices, MDM, Kandji, Jamf, Intune, Google Workspace, Okta, SAML, OIDC, SCIM, AWS, Python, Bash
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