Senior IT Systems Engineer

About the Internal Tools Team

The Internal Tools team is made up of 3 groups -- IT Infrastructure & Operations, Business Applications, and Technical Program Management. Together, we deliver trusted, scalable, secure services and infrastructure to empower Thumbtack employees with the tools they need to get work done. We partner with the business and own our platform of internal tools throughout their lifecycle — intake, prioritization, buy/build, implementation, support, and retirement.

About the Role

As a Senior IT Systems Engineer on the IT Infrastructure team, you’ll build, support, and scale our internal systems, handle inbound IT Infrastructure requests from the business, and triage and handle escalations from our IT Support team. You’ll collaborate with engineers, program managers, leaders and partners to execute projects and implement and maintain our infrastructure, systems and integrations. You will leverage your knowledge of SaaS systems administration, cloud-hosted services, authentication/access systems and security tools to solve challenges big and small. You are an excellent communicator with a passion for technology and delivering world-class services.

What you’ll do

• Act as a primary administrator for Okta, Google Workspace, Atlassian, Slack, and other key SaaS tools
• Partner with IT and other teams to implement and maintain integrations with other platforms / tools
• Serve as an escalation point for our IT Support team, troubleshooting complex technical problems, documenting processes as needed.
• Triage and handle inbound IT Infrastructure requests from the business, including scoping requirements to implement SSO and other integrations, configuration of SaaS tools, and leveraging and troubleshooting automations to solve inefficient business processes.
• Collaborate with and enable cross-functional teams across the business to improve efficiency via systems and automation architecture, strategy and direction, and AI tools. Improve the quality, reliability, and supportability of existing infrastructure.
• Manage data, security, and legal governance processes and maintain compliance with security standards (least-privilege access, patching, two-factor authentication, VPN)
• Proactively monitor systems health, identify, troubleshoot and resolve advanced issues, and participate in on-call rotation for critical components & changes (change/incident management)
• Lead technology projects to completion with a focus on delivering business value, leading through change, and fostering continuous process improvement
• Build and manage relationships, roadmaps and costs for vendors and 3rd-party partners

In order to be successful, you must bring

• 4+ years IT systems experience in a distributed, enterprise IT environment
• Proven track record administering core IT platforms like Okta, Google Workspace, Atlassian, and Slack.
• Proficiency in building automations using tools like Okta Workflows, Jira Automations, and Slack Workflows
• Excellent working knowledge of identity access management systems, services and protocols (SAML, SCIM, LDAP, OAuth2.0/OIDC), and some proficiency in scripting languages (Python (preferred), Shell)
• Familiarity with cloud platforms like AWS or GCP; experience with AI tools and concepts
• Excellent strategic thinking, analytical and problem-solving skills; ability to make thoughtful technical proposals, provide root cause analysis and demonstrate results through testing and metrics, and drive engineering excellence
• A great teammate mentality and ability to be a partner and mentor who has outstanding communication and interpersonal skills, works well cross-functionally, and thrives in a fast-paced, virtual first environment
• Understanding of security and compliance methodologies and practices, including experience with security incident response processes and tools.
• Significant experience with any of the following systems (the more the better): Palo Alto Networks, Okta, Google Workspace, Atlassian (Jira, Confluence, Jira Service Management, Jira Assets), Jamf.
• Knowledge of Agile and ITIL methodologies, formal project management experience
• Okta, Google Workspace, Palo Alto Networks, Atlassian, and/or AWS Professional certifications
• Working knowledge of IT security best practices such as DevSecOps, threat modeling, basic attack countermeasures, and tools such as: DevSecOps, CASB, DLP, SIEM, and SOAR