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Technical Escalation & Expertise:
- Act as a senior escalation point for complex, high-risk, or ambiguous customer issues.
- Provide expert technical guidance to IT Operations Analysts, validating solutions and risk assessments.
- Participate in an on-call rotation for after-hours escalations and critical incidents.
Cross-Functional Project Work:
- Partner closely with Engineering to support the design, rollout, and refinement of product features based on operational and customer feedback.
- Act as a subject matter expert for real-world customer environments, ensuring product changes are fit for purpose in live operations.
AI & Automation Enablement:
- Partner with Engineering and Product to define how AI should support or automate portions of ticket handling.
- Identify, design, and help deploy automation that improves efficiency, accuracy, and consistency across Operations.
Fixify
Fixify aims to improve service delivery through automation and AI. They are looking for someone who enjoys deep technical problem-solving, mentoring others, and shaping how Fixify’s platform and AI capabilities evolve in real-world customer environments.