Technical Operations Engineer

Profound; New York (NY); On-site; USD 80,000 - 100,000; Full time

Job summary

A dynamic tech company in New York is looking for a Technical Operations Engineer to enhance the reliability and scalability of systems. The role involves proactive support, automation, and collaboration with various teams. Candidates should have 2+ years of experience, strong incident management skills, and expertise in troubleshooting within the Apple ecosystem. This is an on-site position that offers the chance to shape technical operations in a rapidly growing firm.

Qualifications

• 2+ years in IT Operations or Technical Support, ideally in high-growth SaaS/AI.
• Expert troubleshooting across Apple ecosystem with MDM experience.
• Strong analytical skills for incident management and root-cause analysis.

Responsibilities

• Triage and resolve technical issues with automation focus.
• Implement systematic fixes for recurring issues.
• Translate technical issues for different stakeholders.

Skills

Incident management skills

Technical communication

Problem-solving

Automation mindset

Tools

MDM systems (Kandji, Jamf)

Google Workspace

AWS and multi-cloud environments

Scripting (Python, Bash)

Job description

We're hiring a Technical Operations Engineer to own the reliability, security, and scalability of our identity, endpoint, and IT infrastructure systems. You'll work directly with our Engineering and Operations team to transform reactive IT support into proactive, automated systems that scale with our rapid growth. This role is perfect for someone who sees IT operations as a strategic enabler of engineering velocity, not just a support function.

You'll be based in our Union Square office, collaborating closely with your colleagues in person and remotely in San Francisco, London, and Buenos Aires.

What You'll Do

Day-to-Day Operations & Incident Response

• Triage and resolve technical issues with a focus on automation and continuous improvement
• Manage and troubleshoot macOS devices and development environments at scale
• Trace root causes across complex, multi-system failures (Google Workspace → MDM → AWS)
• Build runbooks, troubleshooting guides, and documentation that elevate team capabilities

Strategic Systems Thinking

• Identify patterns in recurring issues and implement systematic fixes
• Analyze downstream impacts before making changes; understand the blast radius of identity and access management decisions
• Lead projects that address operational pain points (device provisioning, access control, compliance automation)
• Design self-service solutions that empower engineers to move faster

Cross-Functional Partnership

• Translate technical issues for stakeholders across Engineering, People Ops, and Finance
• Partner with security to implement and maintain compliance controls
• Support our rapid hiring by streamlining onboarding and provisioning processes
• Mentor future IT team members on troubleshooting methodology and systems thinking

You May Be a Good Fit If You Have

Required Experience:

• 2+ years in IT Operations or Technical Support, ideally supporting engineering teams in high-growth SaaS/AI companies
• Systems thinker who naturally traces dependencies and asks "why did this break?" not just "how do I fix it?"
• Strong incident management skills: triage, root‑cause analysis, and pattern recognition
• Experience with identity management, SSO, and access control systems
• Clear communicator who can explain complex technical issues to both engineers and non‑technical stakeholders
• Self‑directed with strong judgment on when to elevate versus resolve independently

Technical Skills:

• Expert troubleshooting across the Apple ecosystem, including MDM (Kandji, Jamf, or similar)
• Advanced Google Workspace administration (SAML/OIDC, lifecycle automation, SCIM)
• Multi‑cloud support experience (AWS primary, familiarity with GCP/Azure)
• Network troubleshooting (DNS, VPNs, routing)
• Scripting and automation (Python, Bash) for repetitive tasks and integrations
• Experience with infrastructure as code and configuration management
• Good taste with technology, both software and hardware

What Makes This Role Unique

You're not just fixing problems—you're building the operational foundation for a company that’s defining a new category. Every system you implement, every process you automate, directly accelerates our ability to ship products that help companies navigate the AI revolution.

As our first dedicated Technical Operations hire, you’ll have significant autonomy to shape how we scale our technical operations. You’ll work alongside engineers who are building billion‑scale event processing systems, and your work will directly impact their velocity and effectiveness.

This is an on‑site role in our Union Square office—designed for technical operations engineers who thrive on building systems that scale with hypergrowth.