Technical Operations Engineer

Location

This is an on-site role (5 day in-person) based in our Union Square, NYC office, designed for builders who thrive on speed, iteration, and meaningful impact.

About Profound

Profound is on a mission to help companies understand and control their AI presence. As our Technical Operations Engineer, you’ll be own the reliability, security, and scalability of our identity, endpoint, and IT infrastructure systems. You’ll 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 perfect for someone who sees IT operations as a strategic enabler of engineering velocity, not just a support function.

What You’ll Do

Day-to-Day Operations & Incident Response

• 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 (e.g. Google Workspace → MDM → AWS).
• Build runbooks, troubleshooting guides, and documentation that elevate team capabilities.

Strategic Systems Thinking

• Identify patterns in recurring issues and implement systematic fixes.
• Analyze downstream impacts before making changes; understand the blast radius of identity and access management decisions.
• Lead projects that address operational pain points (device provisioning, access control, compliance automation).
• Design self-service solutions that empower engineers to move faster.

Cross-Functional Partnership

• 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

Required Experience

• 2 years in IT Operations or Technical Support, ideally supporting engineering teams in high-growth SaaS/AI companies.
• Systems thinker who naturally traces dependencies and asks “why did this break?” not just “how do I fix it?”.
• Strong incident management skills: triage, root-cause analysis, and pattern recognition.
• Experience with identity management, SSO, and access control systems.
• Clear communicator who can explain complex technical issues to both engineers and non-technical stakeholders.
• Self-directed with strong judgment on when to escalate versus resolve independently.

Technical Skills

• Expert troubleshooting across the Apple ecosystem, including MDM (Kandji, Jamf, or similar).
• Advanced Google Workspace administration (SAML/OIDC, lifecycle automation, SCIM).
• Multi-cloud support experience (AWS primary, familiarity with GCP/Azure).
• Network troubleshooting (DNS, VPNs, routing).
• Scripting and automation (Python, Bash) for repetitive tasks and integrations.
• Experience with infrastructure as code and configuration management.
• Good taste with technology — both software and hardware.