rewritingthecode

rewritingthecode

Senior IT Operations Specialist

United States · Senior · Contract

Sponsorship not specifiedDetected 5 days ago
GitAgentic AICybersecuritySOC OperationsComplianceOutbound SalesCustomer SupportLeadershipCommunicationCollaborationProblem SolvingPlain LanguageCompTIA

About the role

  • It is a senior doer rather than a people manager or a strategist: someone who is fast and reliable on a heavy queue and confident on the complex work behind it.
  • RTC operates an AI-first, agentic model.
  • Volume is high, so speed, accuracy, and follow-through are essential.

Responsibilities

  • The Senior IT Operations Specialist serves as Rewriting the Code's (RTC) first line of defense for technology support.
  • the person is the first responder for nearly every support request that comes in from staff, students, and company partners, and resolves the large majority of them directly, quickly, and well.
  • Approximately half of the role is front-line support.
  • Rather than clicking through admin interfaces, the technology team drives AI agents and AI-enabled tooling to triage tickets, troubleshoot and reproduce issues, audit and remediate security configuration across the SaaS stack, and build durable automations.
  • While this role lives on a tech-forward team and operates deep in the technical stack, success depends just as much on how the person shows up for the people they support.
  • Staff, students, and partners come to RTC with a wide range of technical comfort and vocabulary, and this role is expected to meet each person where they are.
  • 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.
  • 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.
  • 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.

Requirements

  • Work closely with the Community team to provide technical support for the platforms and tools required for events, programs, and community engagement.
  • Familiarity with security best practices for accounts, devices, and data, including encryption, device management, multifactor authentication, and access control.

Nice to have

  • + Key Competencies
  • Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field, or equivalent experience in technical support, IT, or security operations roles.
  • Relevant certifications, such as Okta, CompTIA Security+ or A+, ITIL, or similar, are a plus.
  • 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.
  • Experience working in a fast-paced, dynamic environment, managing multiple tasks and priorities efficiently.
  • Knowledge + Skills

Skills

  • AI and Agentic Tooling:
  • Security and Compliance Knowledge:
  • Communication & Customer Service:
  • Excellent customer service skills, resolving inquiries quickly and efficiently while maintaining a positive and professional demeanor.
  • Project Support & Collaboration:
  • Problem-Solving & Troubleshooting:
  • 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 techni
  • Run RTC's security awareness program (phishing simulations and training) and author recurring staff security communications.

Compensation

  • The role collaborates closely with the Partnership, Community, Programs, and Data teams, supports a variety of technology projects and initiatives led by the Director of Technology and Innovation, and provides technical and administrative support for annual events.

Company info

  • The remainder is the advanced, independent work that makes this a senior position, including security operations, SOC 2 and compliance execution, identity and platform administration, and building automations that keep the whole environment running with fewer hands.
  • This is a senior role because the person can dive deep on complex, undocumented, cross-system problems and own advanced security, compliance, and platform work without hand-holding.
  • We are looking for someone who can translate technical concepts into plain language, adjust pace and detail to the person in front of them, and make support feel approachable rather than intimidating.
Apply directly at rewritingthecode →Create a free account for alerts like thisView rewritingthecode immigration profile

This listing is sourced directly from rewritingthecode's careers page and normalized into a canonical job model.