Senior Tech Ops Engineer

About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly. 

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. 

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

How we work

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact. 

And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

The Tech Ops team

Our Tech Ops team, a key part of Marshmallow ensures the smooth functioning of our internal technology landscape. From onboarding and off-boarding to troubleshooting, AV enhancements, and security compliance, we provide one of the most exceptional employee experiences in the industry while supporting our growth in a dynamic, fast-paced environment.

This new role in the team has been designed to support our expansion, playing a crucial role in optimising operations, enhancing IT support, and driving process improvements. This role requires strong technical expertise, ownership of key IT workflows, and a proactive approach to problem-solving—ensuring seamless internal tech experiences at scale.

While this is a senior-level individual contributor role, it does not involve direct management. Instead, you’ll work collaboratively with the IT Manager and a team of Support Engineers, ensuring clear ownership and accountability.

What You'll Be Doing

• Leading the Onboarding & Off-boarding experience - ensuring seamless transition of new joiners & leavers to the business.

• Optimising Support - In addition to guiding the team with 1st/2nd Line support, you’ll be the escalation point for 3rd line support and will partner with the Tech Ops manager on a resolution and next steps. You’ll also lead on refining internal support workflows to reduce friction, boost self-service adoption, and enhance response times.

• Assisting in the vendor procurement processes - these relationships will be a key part of your responsibilities. You will work alongside the Tech Ops manager and vendors to optimise IT asset management and ensure cost efficiency.

• Enhancing IT infrastructure, Security & Compliance - this includes identifying process improvements, security risks, and compliance gaps, as well as assisting the Tech Ops manager with audit tasks (data gathering, report generation) and ensuring that cybersecurity best practices are followed at all times. You will also manage AV, network equipment, and office IT resources, aligning with security policies to maintain a high standard of internal IT operations.

• Collaborating with Teams & driving process improvements - You will work alongside the IT Manager to develop scalable policies, automation strategies, and technical documentation. You will also play a key role in cybersecurity awareness, ensuring that IT processes evolve to meet the business’s security and operational needs.

• Mentorship - you will play a key role in mentoring our Engineers within the team. While this is not a managerial role, you will act as a technical guide and escalation point, helping to upskill team members and improve overall team efficiency.

What we're looking for from you

• We are looking for someone with proven experience in Apple device management from a business perspective, IT infrastructure, networking, and cybersecurity best practices. You should have strong administrative knowledge of Google Workspace, Slack, MDM (Jamf), Okta (or equivalent IAM tools) and Cisco wired and wireless networks. Experience managing AV equipment is also a key part of this role.

• This role requires a high level of ownership and process improvement skills. You should be able to identify inefficiencies, drive continuous improvements, and implement automation where applicable. You will be expected to translate business needs into technical solutions and work proactively to optimise IT service delivery.

• Strong communication and collaboration skills are essential. You should be able to explain technical concepts clearly to non-technical teams, ensuring smooth adoption of Tech Ops initiatives. You must be empathetic and approachable, building strong relationships and influencing stakeholders to enhance operations.

• An awareness of security and compliance is necessary, including familiarity with cybersecurity frameworks, IT audits, and best practices. You should be an advocate for IT governance, security policies, and risk mitigation, ensuring that all internal processes align with compliance standards.

• A key part of your role will be fostering a culture of learning. You will support all team members in expanding their technical skills and improving internal documentation to enable better self-service and independent problem resolution.

Perks of the job

• Flexible working - Spend 3 days per week with your team in our new collaborative London office

• Competitive bonus scheme - designed to reward and recognise high performance 🌟

• Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes 💰

• Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years 🏝️

• Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office 🛫

• Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚

• Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓

• Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches 🏥

• Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)

• Tech scheme - Get the latest tech for less 🖥

Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

Our Process

We break it up into a few stages:

• Initial call with our Talent Acquisition Manager, Sam (approx 20-25 mins via zoom)

• A past experience interview, where you will discuss your technical experience in more detail with our Senior Tech Ops Manager (45 mins in office/Zoom)

• Meet & greet Interview with the Tech Ops team (60 mins - in Office)

• A culture interview to check that your work style fits our processes and values with one of our SLT (45 mins)

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.