Note: The job is a remote job and is open to candidates in USA. Rewriting the Code (RTC) is seeking a Senior IT Operations Specialist to serve as the first line of defense for technology support. This role involves high-volume front-line support, advanced security operations, compliance execution, and building automations to maintain a secure and efficient technology environment while supporting various technology projects and initiatives.
Responsibilities
- Act as the first responder for the full support queue in RTC's help desk, covering internal IT requests, member support, and platform issues across email, Slack, and web-form intake. Volume is high, so speed, accuracy, and follow-through are essential
- Resolve the large majority of incoming issues directly, including login and access problems, accounts and permissions, member data, and common application issues, escalating only true bugs or genuine edge cases with a clean, reproducible hand-off
- Own service level agreements and responsiveness from start to finish, providing fast first responses, clear status updates, and consistent follow-through so requesters and leadership never have to chase an update
- Personally handle the complex, undocumented, cross-system issues that a junior could not, serving as the go-to resolver when others are stuck
- Field and resolve technical support questions from students, staff, and company partners across Slack, Airmeet, the custom member platform, and legacy systems during the transition
- Serve as the first line of support and defense for RTC's custom member platform, reproducing and routing true bugs using session-replay and analytics tooling and resolving known issues directly
- Handle platform configuration and administration such as member approvals, user type and subtype changes, mass promotions, onboarding-flow configuration, and admin elevation, with careful attention to the permissions model so access is never incorrectly granted
- Use RTC's AI-enabled tooling to troubleshoot, reproduce, resolve, and remediate issues through project context and APIs rather than manual interface work
- Build, test, and maintain automations and skills (for example auto-tagging, spam and hold sweeps, reporting, and recurring scans) that reduce manual work and repeat volume, following strict security hygiene by never exposing secrets to AI tools and by using a secrets manager and least-privilege tokens
- Collaborate with the Partnership team on efficient onboarding of company partners, including setup and technical requirements
- Own onboarding and offboarding for staff, contractors, and student leaders, provisioning and deactivating all accounts, access, and devices, and removing access within the 24-hour requirement for SOC 2
- Administer RTC's identity and access stack, including Okta (single sign-on, provisioning, app groups, and multifactor authentication), Google Workspace, Slack, and JumpCloud, and drive least-privilege access
- Manage endpoint and device compliance, including MDM enrollment, full-disk encryption, antivirus, and device inventory, and provision and ship laptops
- Troubleshoot email security and deliverability (Mimecast) and keep devices current with security protocols
- Work closely with the Community team to provide technical support for the platforms and tools required for events, programs, and community engagement
- Offer technical assistance during live events to ensure smooth execution
- Support RTC's agentic security operations, driving security audits system by system across the SaaS stack against security baselines
- Triage findings by severity and carry out staged remediation, addressing simple fixes first and sequencing changes that require testing or communication, then re-running audits to confirm clean results
- Manage web and email security controls, support log monitoring and penetration-test remediation
- Work in Vanta daily to monitor automated tests, remediate failures, keep nothing overdue, assign test owners and remediation timelines, and keep evidence current during continuous SOC 2 Type II observation
- Carry out quarterly access reviews across SaaS applications, maintain the risk register and vendor risk reviews, draft policies for approval, and keep the Trust Center current
- Handle security questionnaires in both directions, answering inbound partner questionnaires and vetting outbound contractor and vendor security reviews at onboarding, and support the auditor relationship by packaging evidence and making sound applicability calls
- Run RTC's security awareness program (phishing simulations and training) and author recurring staff security communications
- Conduct user training on security best practices and support responsible AI adoption across teams so staff follow security protocols and use tools safely
- Support a variety of technology projects and initiatives led by the Director of Technology and Innovation, contributing to the successful implementation and maintenance of new systems
- Provide technical and administrative support for annual events, ensuring all technology-related aspects run smoothly
- Identify recurring issues, determine root cause, and implement durable solutions, documentation, and automations that measurably reduce support volume and prevent future incidents
- Build and maintain the knowledge base, macros, and self-service resources that deflect repeat questions
Skills
- Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field, or equivalent experience in technical support, IT, or security operations roles
- At least 4 years of experience in technical support, IT helpdesk, or systems and security operations, including proven success owning a high-volume support queue as an individual contributor with strong throughput, responsiveness, and follow-through
- Demonstrated ability to resolve complex, undocumented, cross-system issues independently, without escalating routine or moderately difficult problems
- Hands-on experience administering cloud and SaaS platforms and an identity provider (Okta strongly preferred), along with Google Workspace, Slack, and device management
- Direct experience with security and compliance operations, including SOC 2 (ideally via Vanta or a comparable tool), access reviews, vendor risk, security questionnaires, and endpoint compliance
- Demonstrated adoption of AI and agentic tooling in real work (Claude or other language models, or AI-enabled support and operations), and comfort, or clear aptitude and appetite to ramp quickly, with a terminal, GitHub, and code editor workflow, APIs, and basic scripting
- Experience supporting remote teams, external partners, and virtual and live events, along with proprietary internal platforms
- Experience working in a fast-paced, dynamic environment, managing multiple tasks and priorities efficiently
- Proficiency troubleshooting hardware and software issues across internal IT systems, including laptops, operating systems (Windows and macOS), and common software applications
- Strong ability to manage a high-volume support queue with effective triage, prioritization, and throughput, keeping users unblocked
- Advanced troubleshooting across a broad and evolving digital ecosystem, with the ability to reason about integrations, permissions, automations, and workflow failures
- Strong written and verbal communication, with the ability to provide clear technical support to users with varying levels of technical expertise
- Excellent customer service skills, resolving inquiries quickly and efficiently while maintaining a positive and professional demeanor
- Ability to support technology projects and initiatives, working closely with the Director of Technology and Innovation and other departments
- Experience working with cross-functional teams (Partnership, Community, Programs, Data, and Technology) to support business initiatives and technical requirements
- Strong analytical and troubleshooting skills, with a focus on quickly identifying root cause and resolving technical issues
- Ability to think critically and prioritize issues based on impact, ensuring that critical technical problems are addressed promptly
- Ability to quickly adapt to new technologies, platforms, and tools, with a willingness to stay current on industry trends and advancements
- Strong learning mindset, with the capacity to acquire new skills across IT, security, and support tools, including AI-driven ways of working
- Relevant certifications, such as Okta, CompTIA Security+ or A+, ITIL, or similar, are a plus
Company Overview