Senior IT Operations Analyst (AI)

TL;DR

Senior IT Operations Analyst (AI): Managing complex technical escalations and translating operational patterns into AI-driven automation for an IT automation platform with an accent on system diagnostics, identity management, and product feedback. Focus on designing automated workflows, collaborating with Engineering to close product gaps, and mentoring junior analysts.

Location: Remote (US)

Company

hirify.global is building an AI-native IT automation platform that combines technology with a human touch to modernize IT support.

What you will do

• Act as the senior escalation point for complex, high-risk, or ambiguous customer issues.
• Partner with Engineering to support the design, rollout, and refinement of product features based on field experience.
• Identify, design, and deploy automation to improve efficiency, accuracy, and consistency across operations.
• Collaborate with Customer Success on onboarding and delivery improvements for key customers.
• Surface recurring issues, bugs, and improvement opportunities to Product and Engineering with actionable context.
• Participate in an on-call rotation for after-hours escalations and critical incidents.

Requirements

• 5+ years of experience in IT support or operations, with a track record as a senior escalation point or SME.
• Expert knowledge of Google Workspace, Microsoft 365, Slack, and Microsoft Teams in enterprise environments.
• Expertise in Windows and macOS diagnostics and troubleshooting.
• Deep understanding of Identity and Access Management (IAM) concepts.
• Working knowledge of networking fundamentals (TCP/IP, DNS, VPNs, Wi-Fi) and MDM solutions (JAMF, Intune).
• Hands-on experience with scripting (PowerShell, Bash, Python) or AI-assisted tools.
• Must be based in the United States.

Culture & Benefits

• Opportunity to directly shape the evolution of AI capabilities in real customer environments.
• Cross-functional reach with direct collaboration between Engineering and Product teams.
• Environment that values technical depth, rigor, and continuous improvement.
• Opportunity to mentor junior analysts and raise the team's technical standard.