Technical Operations Engineer

About the role

Profound is the fastest-growing AI marketing platform, used by 15% of the Fortune 500 including Comcast, Estée Lauder, and Walmart, and innovators like Ramp, MongoDB, and Figma. It is where marketing teams do the work: research, briefs, content, campaigns, reporting, all in one place, alongside agents that carry the load with them.

Built on 2B+ real user prompts and growing, Profound’s data shows you what people ask AI and what the models say back. Profound's AI Marketer joins that data with deep context about our customers to find the opportunities worth acting on, and then puts agents to work: automating reporting, drafting content, auditing pages for readability, running competitive research. It measures what works and gets better every day.

We are hiring a Technical Operations Engineer to own the reliability, security, and scalability of our identity, endpoint, and IT infrastructure systems. You will work directly with our Engineering and Operations team to transform reactive IT support into proactive, automated systems that scale with our rapid growth.

This role is ideal for someone who sees IT operations as a strategic enabler of engineering velocity rather than just a support function. You will be based in our Union Square office, collaborating closely with colleagues in person and remotely across San Francisco, London, and Buenos Aires.

WHAT YOU’LL DO

- Triage and resolve technical issues with a focus on automation and continuous improvement

- Manage and troubleshoot macOS devices and development environments at scale

- Trace root causes across complex, multi-system failures, including Google Workspace, MDM, and AWS

- Build runbooks, troubleshooting guides, and documentation that elevate team capabilities

- Identify patterns in recurring issues and implement systematic fixes

- Analyze downstream impacts before making changes and understand the blast radius of identity and access management decisions

- Lead projects that address operational pain points such as device provisioning, access control, and compliance automation

- Design self-service solutions that empower engineers to move faster

- Translate technical issues for stakeholders across Engineering, People Ops, and Finance

- Partner with security to implement and maintain compliance controls

- Support rapid hiring by streamlining onboarding and provisioning processes

- Mentor future IT team members on troubleshooting methodology and systems thinking

WHO YOU ARE

- 2 or more years of experience in IT operations or technical support, ideally supporting engineering teams in high-growth SaaS or AI companies

- Systems thinker who naturally traces dependencies and asks why something broke, not just how to fix it

- Strong incident management skills including triage, root-cause analysis, and pattern recognition