Technology Operations Engineer

ROLE OVERVIEW

We’re looking for a Technology Operations Engineer to join our Technology Operations team and serve as the primary resource for our Boston office. In this role, you’ll be the go-to problem solver for technology needs across the company; supporting everything from Helpdesk requests and device management to SaaS administration and onboarding; while owning the on-site experience and IT asset management for Boston.

You’ll work hands-on with modern cloud and collaboration platforms like Okta, Google Workspace, Jira, Slack, and Zoom, while also partnering with teams in Workplace, Security, and Engineering to improve how we deliver TechOps services. As the local escalation path for Boston, you’ll have real ownership over how technology shows up for employees in that office, and you’ll partner closely with teammates in San Francisco and Zurich to support a globally distributed workforce.

This is a great opportunity for someone who’s passionate about technology, loves helping others succeed, and wants to grow their career in a fast-paced, SaaS-driven environment. If you take pride in solving problems, improving systems, and finding ways to make work better for everyone - you’ll fit right in here.

RESPONSIBILITIES

• Serve as the primary on-site technology resource and local escalation path for our Boston office, partnering with TechOps teammates in San Francisco and Zurich

• Provide Tier 1 Helpdesk support including software, hardware, application access, AV, and networking in our Boston Office as well as our remote, SF, and Zurich offices

• Own the ITAM function for the Boston office, including inventory, procurement, stock levels, asset lifecycle and refresh, and device retirement and disposal

• Monitor and maintain our Helpdesk service level agreements (SLAs) including first response and full resolution

• Administer a variety of SaaS applications including but not limited to Okta, Google Workspace, Slack, Jira, Zoom, Office365

• Provide occasional coverage during EMEA business hours to support our Zurich office when local coverage is unavailable

• Own the local onboarding experience for Boston, including preparing and deploying systems and leading new hire orientation

• Assist with, and own, TechOps projects within TechOperations and Security Engineering including identity and access management, client platform, and AV

• Work closely with Workplace, Information Security, and other cross-functional teams on relevant initiatives and daily operations

• Develop and maintain Technology Operations documentation 

QUALIFICATIONS

•  3+ years experience troubleshooting hardware, software, and systems in a corporate environment supporting Mac OS and Windows

• 3+ years experience working in a heavily SaaS-based environment

• Experience owning or meaningfully contributing to IT asset management, including inventory, procurement, and device lifecycle

• Comfortable operating as the sole or primary on-site technology resource for a location, with the judgment to know when to escalate

• Willingness to occasionally flex working hours to provide backup coverage for EMEA-based colleagues

• Excellent communication skills and customer service attitude

• Experience with IAM platforms, specifically Okta or similar

• Experience with ITSM, specifically Jira Service Management or any Helpdesk ticketing system

• Experience with endpoint management tools such as Jamf, Fleet, Intune, AWS Workspace, and WorkspaceONE

• Experience with video conferencing and AV systems

• Experience with network troubleshooting

• You are motivated by helping others succeed. When things break - and they will - you are eager and able to help fix things. You like thinking of ways to improve efficiency or bring delight to the people you work with

• You know that the internet is a scary place, understand security concepts, and can put them into action to protect us and our users

• You are a technology enthusiast who is always excited to learn about new apps, devices, and ways to do things better. Requirements can vary depending on leveling and scope