Technical Operations Analyst II (AI Platform Reliability & Insights)

Location: Austin, Texas, United States

Salary: $87,000–$121,500 annual total cash range; potential to increase pay up to $139,000 based on sustained performance.

Company

hirify.global is a global travel company connecting travelers, partners, and advertisers through consumer brands, a B2B network, and travel advertising technology.

What you will do

• Own observability for enterprise AI platforms and integrations, converting OpenTelemetry and platform telemetry into reporting and recommendations on reliability, performance, usage, token consumption, and cost.
• Manage vendor-operated applications, track issues against service levels, escalate when needed, and secure telemetry, usage, and audit data.
• Lead incident response and cross-team investigations, restore service, write evidence-based incident reports, and improve runbooks and preventive checks.
• Design SLO-aligned monitors, tune alerts, correlate tickets, alerts, telemetry, and vendor reports, and prioritize systemic fixes by impact.
• Build BI dashboards and reports, define consistent metrics, model demand and capacity, and identify diagnostic and reporting work to automate.
• Create AI-ready knowledge articles and self-service content, support tool rollouts and adoption, measure ticket deflection and customer satisfaction, and mentor peers across engineering, support, security, vendors, and business teams.

Requirements

• Bachelor's degree, Master's degree, or equivalent professional experience.
• 2+ years of experience in technical operations, application or production support, or monitoring; 0–2 years is acceptable with a Master's degree.
• Hands-on incident and problem management experience, including coordinating cross-team response and writing root-cause and incident summaries.
• Experience with monitoring and observability tools such as Datadog, Splunk, Dynatrace, or CloudWatch, including dashboard creation and alert tuning.
• Experience managing vendor or third-party support relationships and tracking issues to resolution against service levels.
• Ability to analyze data for trends and report findings using spreadsheets and a BI or dashboard tool.
• Working knowledge of AI assistants and LLM-based tools, including validating AI-generated guidance and identifying hallucinations or risky outputs.
• Clear written and verbal communication for explaining technical findings to technical and non-technical audiences.
• Ability to quantify operational impact and propose cost-effective fixes.

Nice to have

• Experience with OpenTelemetry or similar telemetry pipelines and SLO/SLI reporting.
• Experience managing SaaS or enterprise-platform vendors, including escalations and service-level reviews.
• Experience administering or supporting enterprise AI or knowledge platforms such as Glean or Claude, including usage, adoption, and cost reporting.
• Familiarity with FinOps or cost-attribution practices for cloud or AI spend.
• Experience with ServiceNow or another ITSM platform and ITIL Foundation knowledge.
• Experience with Looker, Tableau, or a similar dashboard tool, including defining metrics against a shared metrics platform or data lake.
• Experience writing knowledge articles and runbooks for self-service and AI search.
• Experience leading change or tool adoption across teams.

Culture & Benefits

• Medical, dental, and vision coverage.
• Paid time off and an Employee Assistance Program.
• Wellness and travel reimbursement, travel discounts, and IATAN membership.
• Inclusive and accessible recruiting and employment environment.