You've been the person in the room who actually knows why it's broken. Not just the surface issue — the underlying configuration, the edge case the vendor didn't document, the thing that only shows up in enterprise environments at scale. You've resolved it, written it up, and made sure the next person doesn't have to figure it out from scratch.

But you've also noticed something: the most interesting part of the job isn't always the ticket. It's the pattern behind the tickets. The workflow that shouldn't be manual. The AI capability that could handle this class of issue entirely. The product gap that keeps showing up in escalations. You want to work somewhere those observations go somewhere — into real systems, real automation, real improvements.

At Fixify, we're building an AI-native IT automation platform that combines technology with a human touch. As a Senior IT Operations Analyst, you'll sit at the intersection of live operations and the product that powers them. You'll handle the escalations that need real expertise. And you'll spend a meaningful portion of your time working directly with Engineering, Product, and Customer Success to translate what you see in the field into better workflows, smarter automation, and a platform that keeps getting sharper.

This is a senior individual contributor role. The expectation is that you bring deep technical judgment, mentor the analysts around you, and help shape how Fixify's AI capabilities evolve in real customer environments.

What we can do for you

• Give you technical depth and cross-functional reach — you'll be working on live escalations and long-term platform improvements, not just the queue.
• Put you directly in conversation with Engineering and Product, where your operational experience shapes what gets built.
• Let you work on automation and AI that meaningfully changes how IT support gets done — not as a side project, but as part of the job.
• Surround you with people who take quality, rigor, and continuous improvement seriously.
• Give you room to mentor junior analysts and raise the standard of the team around you.

What you can do for us

• Act as the senior escalation point for complex, high-risk, or ambiguous customer issues — and provide technical guidance that helps analysts grow.
• Partner with Engineering to support the design, rollout, and refinement of product features based on what you see in real customer environments.
• Identify, design, and help deploy automation that improves efficiency, accuracy, and consistency across operations.
• Collaborate with Customer Success on onboarding, escalations, and delivery improvements for key customers.
• Surface recurring issues, bugs, and improvement opportunities to Product and Engineering with clear, actionable context.
• Participate in an on-call rotation for after-hours escalations and critical incidents.

What you should bring with you

• 5+ years of experience in IT support or IT operations, with demonstrated experience as a senior escalation point or technical subject matter expert.
• Expert-level knowledge of Google Workspace, Microsoft 365, Slack, and Microsoft Teams in enterprise environments.
• Expert-level knowledge of Windows and macOS, including deep diagnostic and troubleshooting instincts.
• Expert-level understanding of Identity and Access Management concepts and troubleshooting.
• Strong working knowledge of networking fundamentals, including TCP/IP, DNS, VPNs, and Wi-Fi.
• Experience with help desk platforms, including tools like Jira, ServiceNow, Zendesk, or Freshdesk.
• Working knowledge of MDM solutions, including JAMF or Microsoft Intune.
• Hands-on experience with scripting, automation, or AI-assisted tools — including PowerShell, Bash, Python, or similar.
• Familiarity with security policies and IT best practices.
• Clear communication skills across technical and non-technical audiences; you can write an escalation summary and a product feedback doc with equal clarity.
• A genuine interest in automation and AI — and the instinct to ask "why is this still manual?" when you see something that shouldn't be.
• Experience contributing to automation, tooling, or platform improvements within an IT or security context.