IT Operations Technician

Tines is looking for a Senior IT Operations Technician to join our global IT team. This is a senior individual contributor role. The candidate should be able to tackle complex operational issues on their own. They will manage enterprise platforms, support our growing federal environment, and mentor the wider IT Operations team. The candidate will also be a point of escalation for more complex issues.

You’ll balance day-to-day operational support with project ownership, process improvement, and automation. Because we’re a growing team, you’ll work across a broad technology environment rather than within a narrowly defined platform or support specialty.

This is a remote US role open to candidates in the Pacific Time Zone, as this role will provide broader coverage for employees across US time zones and improve working overlap with colleagues in Australia. You’ll report to our IT Manager, who is based in the Eastern Time Zone.

What you’ll be doing:

• Provide expert IT Operations support to employees across a globally distributed organization.
• Take charge of complex operational issues. Investigate these issues and find resolutions. You will need to consider the employee experience, security, reliability, and business impact.
• Mentor and coach other members of the IT Operations team. Help them troubleshoot and examine root causes. Assist with documentation and making operational decisions.
• Support employees and IT services in our federal environment. This includes administering Microsoft 365 Government Community Cloud High (GCC High). You will also troubleshoot issues and create support documentation.
• Partner with Security and other teams to support the operational, security, and compliance requirements of our federal environment.
• Lead root-cause analysis for recurring or high-impact operational issues and turn findings into scalable technical or process improvements.
• Surface operational risks, recurring issues, and improvement opportunities to IT executive team.

• 8-12 years of IT Operations experience, or equivalent experience demonstrating senior-level technical breadth, judgment, and ownership.
• Advanced administration experience with several enterprise platforms, such as Google Workspace, Microsoft 365, Slack, Zoom, Jira, an identity provider, or a mobile device management platform.
• Enterprise Microsoft 365 administration experience. Experience with GCC High or another regulated government cloud environment is preferred.
• Experience leading root-cause analysis and implementing scalable technical or process improvements.
• Experience acting as a technical escalation point and mentoring or coaching other IT professionals.
• Strong judgment when balancing employee experience, security, reliability, speed, and business impact.
• Having an automation mindset is essential. You need to identify the right opportunities for automation. It’s also important to think about security, reliability, scalability, and maintainability.

Founded in 2018 with co-headquarters in Dublin and Boston, Tines powers some of the world’s most important workflows. Our intelligent workflow platform applies AI, automation, and integration with human ingenuity to drive real business results.

Tines serves a diverse range of customers, from startups to public companies, including Canva, Databricks, Elastic, Kayak, Intercom, and McKesson. As an integrator across the entire tech stack, Tines is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. And because Tines is secure and private by design, it’s popular with security, IT, engineering, finance, and other security-focused teams.

At Tines, we’re driven by our values of Simplicity, Speed, and Soundness. We’re committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We’re excited about what’s next, and we’re looking for others to join us on our journey.