- Job Type: Full-time, long-term contractor - Workplace: Remote - Schedule: Full-time, U.S Time Zone At HireHawk, we connect top global talent with high-performing U.S. companies. Our focus is on finding exceptional professionals who bring both expertise and drive to every role. We’re passionate about helping candidates grow their careers while supporting our clients with reliable, remote-ready talent that makes an impact from day one. The IT & Systems Operations Analyst is a cross-functional role supporting both Technology Operations and Corporate IT functions. This position is responsible for maintaining the operational backbone of internal systems, including integrations, SaaS platforms, and employee access management. This is not a traditional help desk role. The analyst will work across multiple enterprise systems, supporting integrations, monitoring system performance, and ensuring security and operational efficiency. The role offers exposure to a wide range of technologies and close collaboration with engineering and IT leadership, providing strong opportunities for growth. Responsibilities: Integration Monitoring & Issue Resolution - Monitor integration platforms and resolve system errors across key workflows (e.g., eCommerce, 3PL, vendor tools) - Diagnose issues and escalate complex cases with documented root cause analysis - Track and report on system performance metrics, including error rates and SLAs Integration Support & Maintenance - Assist in building and testing system integrations (data mapping, configurations, connections) - Perform routine maintenance tasks such as reprocessing failed jobs and updating credentials ERP & Systems Support - Maintain system templates, reports, and saved searches - Ensure data accuracy through regular system audits and cleanup Documentation & Reporting - Create and maintain runbooks for troubleshooting common issues - Document processes and maintain standard operating procedures (SOPs) Onboarding & Offboarding - Provision and deprovision user accounts across internal systems - Manage contractor access and ensure timely expiration of accounts SaaS Administration - Maintain platform hygiene, including user access and permissions - Conduct regular access reviews aligned with security best practices - Track software usage and support license optimization IT Support - Troubleshoot access issues, login problems, and system errors - Manage and respond to support tickets within defined SLAs Security & Compliance - Support security initiatives, including training compliance tracking - Assist with device management and endpoint security (MDM tools) - Maintain asset inventory and software renewal schedules

- Job Type: Full-time, long-term contractor - Workplace: Remote - Schedule: Full-time, U.S Time Zone At HireHawk, we connect top global talent with high-performing U.S. companies. Our focus is on finding exceptional professionals who bring both expertise and drive to every role. We’re passionate about helping candidates grow their careers while supporting our clients with reliable, remote-ready talent that makes an impact from day one. The IT & Systems Operations Analyst is a cross-functional role supporting both Technology Operations and Corporate IT functions. This position is responsible for maintaining the operational backbone of internal systems, including integrations, SaaS platforms, and employee access management. This is not a traditional help desk role. The analyst will work across multiple enterprise systems, supporting integrations, monitoring system performance, and ensuring security and operational efficiency. The role offers exposure to a wide range of technologies and close collaboration with engineering and IT leadership, providing strong opportunities for growth. Responsibilities: Integration Monitoring & Issue Resolution - Monitor integration platforms and resolve system errors across key workflows (e.g., eCommerce, 3PL, vendor tools) - Diagnose issues and escalate complex cases with documented root cause analysis - Track and report on system performance metrics, including error rates and SLAs Integration Support & Maintenance - Assist in building and testing system integrations (data mapping, configurations, connections) - Perform routine maintenance tasks such as reprocessing failed jobs and updating credentials ERP & Systems Support - Maintain system templates, reports, and saved searches - Ensure data accuracy through regular system audits and cleanup Documentation & Reporting - Create and maintain runbooks for troubleshooting common issues - Document processes and maintain standard operating procedures (SOPs) Onboarding & Offboarding - Provision and deprovision user accounts across internal systems - Manage contractor access and ensure timely expiration of accounts SaaS Administration - Maintain platform hygiene, including user access and permissions - Conduct regular access reviews aligned with security best practices - Track software usage and support license optimization IT Support - Troubleshoot access issues, login problems, and system errors - Manage and respond to support tickets within defined SLAs Security & Compliance - Support security initiatives, including training compliance tracking - Assist with device management and endpoint security (MDM tools) - Maintain asset inventory and software renewal schedules

Este es un puesto de trabajo remoto. Responsibilities: Technical Delivery - Lead the deployment, configuration, and lifecycle management of the security tool stack (SentinelOne, Okta, Entra ID, Cynomi, KnowBe4, etc.) across client environments. - Provide Tier 2 and Tier 3 support for escalated incidents across Mac workstations, networks, Google Workspace, and SaaS platforms. - Diagnose and resolve incidents independently, with clear and client-friendly documentation. - Lead technical projects: migrations, security tool implementations, network upgrades, and compliance initiatives. - Develop process automations to reduce repetitive manual tasks (focused on workflow efficiency, not infrastructure-as-code). - Manage recurring technical issues and implement long-term root-cause solutions. - Support monitoring, patching (including CVE remediation alerting), and incident response workflows. - Evaluate new platforms to determine their suitability within the technology stack. - Perform system updates, backups, and security audits. Responsibilities: Client Experience - Serve as the primary technical point of contact for assigned client accounts. You own the relationship, not just the tickets. - Translate complex technical concepts into clear, confident language for non-technical stakeholders (founders, operations managers, office managers). - Lead client-facing project presentations: scoping, progress updates, and post-implementation reviews. - Collaborate with Tier 1 and Tier 2 teams to share knowledge and elevate client communication standards. - Act as a bridge between technical experts and end users, ensuring SOPs, documentation, and instructions are accessible and easy to understand. - Identify opportunities to improve service delivery and proactively communicate them to clients and internal leadership. - Contribute to and enhance the knowledge base with a strong focus on client readability. Requisitos Technical Skills - 10+ years of experience in IT support, systems administration, and security project implementation. - Strong experience supporting Mac/macOS environments. (Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days). - Experience administering Google Workspace environments for distributed/remote teams. - Strong cybersecurity knowledge: hands-on experience with zero-trust SaaS security platforms (SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent). - Solid networking fundamentals (VPNs, firewalls, routing), ideally with experience in Cisco Meraki environments. - Experience with endpoint management / MDM tools (Jamf, Intune, or similar). - Proven experience leading SaaS security implementation projects end-to-end (from scoping through delivery and client sign-off). Client-Facing Skills - Experience serving as the primary point of contact for clients (not just escalation support, but the person clients rely on directly). - Proven ability to explain technical concepts to non-technical audiences clearly and build confidence. - Experience leading or co-leading client meetings, project kickoffs, and status reviews. - High levels of customer satisfaction or equivalent evidence (references, testimonials, NPS). - Comfortable working with ambiguity: startup clients often lack clarity on their needs, and you help them define them. Soft Skills - Ownership mindset: if it’s your account, it’s your responsibility until the issue is fully resolved. - Ability to work independently with minimal supervision across multiple time zones. - Continuous improvement mindset: you don’t just fix the issue, you improve the system that caused it. - Strong written communication skills: clear, professional, and approachable client-facing emails and documentation.

• Responsible for the effective day-to-day management of capacity, productivity, quality control, and system functionality within User Acceptance Testing and reconciliation operations • Operates as a subject matter expert and autonomous decision-maker, leading highly technical teams through complex testing, reconciliation, and issue resolution activities • Oversee daily operations related to capacity planning, productivity management, quality control, and system functionality across UAT and reconciliation activities • Establish and continuously enhance operational procedures, systems, and principles supporting information flow, data management, and testing utilization • Develop and maintain documented processes for test plan management, testing utilization, and escalation handling • Partner with Product Management, Information Technology, and Enrollment, Membership, and Billing teams to support user acceptance testing, release readiness, and reconciliation efforts