Senior IT Operations Analyst (AI)

TL;DR

Senior IT Operations Analyst (AI): Managing complex enterprise escalations and driving platform improvements for an AI-native IT automation platform with an accent on deep technical diagnostics and cross-functional collaboration. Focus on translating operational insights into automated workflows, mentoring junior staff, and shaping the evolution of AI-driven IT support capabilities.

Location: Must be based in the US (Remote)

Company

hirify.global is building an AI-native IT automation platform that combines advanced technology with human expertise to streamline enterprise IT operations.

What you will do

• Act as the senior escalation point for complex, high-risk, or ambiguous customer issues.
• Partner with Engineering and Product teams to design and refine features based on real-world operational data.
• Identify and deploy automation solutions to improve operational efficiency and consistency.
• Collaborate with Customer Success on onboarding and delivery improvements for key accounts.
• Surface recurring bugs and improvement opportunities with actionable context.
• Participate in an on-call rotation for critical incidents and after-hours escalations.

Requirements

• 5+ years of experience in IT support or operations with a focus on senior escalation or technical subject matter expertise.
• Expert-level knowledge of Google Workspace, Microsoft 365, Slack, and Microsoft Teams.
• Deep diagnostic instincts for Windows and macOS environments.
• Strong understanding of Identity and Access Management, networking fundamentals (TCP/IP, DNS, VPN), and MDM solutions (JAMF/Intune).
• Hands-on experience with scripting or automation tools such as PowerShell, Bash, or Python.
• Must be authorized to work in the US and capable of participating in an on-call rotation.

Nice to have

• Experience with help desk platforms like Jira, ServiceNow, or Zendesk.
• Background in security policy implementation and IT best practices.
• Proven track record of contributing to automation or platform improvements.

Culture & Benefits

• 100% remote work environment with flexible core hours.
• Comprehensive medical, dental, and vision insurance with 100% deductible coverage.
• 401(k) retirement program participation.
• Unlimited PTO plus 12 paid federal holidays.
• Monthly $150 connectivity stipend for internet and equipment.
• Equity option grants and paid parental leave.