Lead and mentor a team of IT analysts to maintain high operational standards and customer satisfaction. Partner with product and operations teams to scale help desk processes and identify automation opportunities.
Fixify
9 Remote Job Openings at Fixify
Deliver prompt, high-quality technical support to end users and collaborate with Engineering to improve IT automation workflows. Participate in shift rotations as part of a 24/7/365 support operation.
Act as the senior escalation point for complex customer IT issues while partnering with Engineering and Product teams to improve platform automation. Translate operational field experience into smarter workflows and AI capabilities to reduce manual tasks.
Own the multi-quarter architectural shape and strategy of the Integrations Platform, including the design of authoring frameworks for engineers and AI agents. Act as a technical multiplier by coaching the team, running design reviews, and managing integration risk and taxonomy.
Collaborate with engineers and data scientists to build and maintain scalable automation capabilities and AI architecture using LLMs. Develop and refine both back-end and front-end codebases to solve real-world user problems.
The role focuses on bridging the gap between customer tribal knowledge and AI automation by extracting tacit processes and structuring them into actionable playbooks. You will own the last mile of customer success, tuning automation performance and providing strategic operational guidance to enterprise clients.
The Shift Lead will own operational coverage, workload distribution, and service quality while acting as the primary escalation point for incidents. They are responsible for maintaining a stable operational environment, ensuring accurate shift handovers, and monitoring performance metrics.
The role involves owning the full sales cycle for net-new enterprise logos, from pipeline generation through closing, while building and managing executive-level relationships with senior stakeholders like CIOs. The executive will also collaborate cross-functionally to ensure smooth deal execution and long-term customer success.
The Senior Software Engineer will collaborate with other engineers on all product aspects, taking ownership of feature delivery in horizontally scalable messaging pipelines while ensuring high-quality UI implementation. They will also explore product features, including large language models, and refine work based on direct customer feedback.
