Responsibilities
- Act as the senior escalation point for complex, high-risk, or ambiguous customer issues — and provide technical guidance that helps analysts grow.
- Partner with Engineering to support the design, rollout, and refinement of product features based on what you see in real customer environments.
- Identify, design, and help deploy automation that improves efficiency, accuracy, and consistency across operations.
- Collaborate with Customer Success on onboarding, escalations, and delivery improvements for key customers.
- Surface recurring issues, bugs, and improvement opportunities to Product and Engineering with clear, actionable context.
- Participate in an on-call rotation for after-hours escalations and critical incidents.
Requirements
- 5+ years of experience in IT support or IT operations, with demonstrated experience as a senior escalation point or technical subject matter expert.
- Expert-level knowledge of Google Workspace, Microsoft 365, Slack, and Microsoft Teams in enterprise environments.
- Expert-level knowledge of Windows and macOS, including deep diagnostic and troubleshooting instincts.
- Expert-level understanding of Identity and Access Management concepts and troubleshooting.
- Strong working knowledge of networking fundamentals, including TCP/IP, DNS, VPNs, and Wi-Fi.
- Experience with help desk platforms, including tools like Jira, ServiceNow, Zendesk, or Freshdesk.
- Working knowledge of MDM solutions, including JAMF or Microsoft Intune.
- Hands-on experience with scripting, automation, or AI-assisted tools — including PowerShell, Bash, Python, or similar.
- Familiarity with security policies and IT best practices.
- Clear communication skills across technical and non-technical audiences; you can write an escalation summary and a product feedback doc with equal clarity.
- A genuine interest in automation and AI — and the instinct to ask "why is this still manual?" when you see something that shouldn't be.
- Experience contributing to automation, tooling, or platform improvements within an IT or security context.
Benefits
- Flexible work environment: 100% remote with flexible core working hours
- Time to recharge: Unlimited PTO plus 12 paid federal holidays
- Connectivity stipend: $150 monthly to support cell phone, internet, or equipment expenses
- Retirement: Participation in our 401(k) program
- Equity: Option grants to purchase shares through Fixify's equity program
- Health insurance: Medical, dental, and vision coverage with 100% of your deductible covered by Fixify
- Parental leave: Paid parental leave for birth, adoption, or surrogacy
Work Arrangement
Remote (Worldwide)
