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Gopuff
Gopuff is the go-to platform for consumers' everyday needs. We deliver, so you can enjoy the moment.
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IT Operations Analyst (Overnight)

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Gopuff’s engineering team is building solutions to dramatically change the way people purchase their daily goods. We provide the modern-day solution to meet customer’s immediate everyday needs with products ranging from snacks and ice cream to household goods and beer, at the click of a button.


The IT Operations Support Analyst will be a part of a 24/7 support team responsible for the timely triage, resolution, and escalation of production issues with core Gopuff engineering services. Although specific shifts will vary in the future in accordance with the team's schedule, we are currently seeking a reliable overnight resource to join our team. This role interacts directly with employees at Gopuff locations and acts as the point of escalation to the engineering team. The IT Operations Support Analyst position will report to the IT Support Manager.


#LI-Remote

Qualifications

  • Knowledge of Windows, Mac, iOS, and Android
  • Experience documenting resolutions for entry to the Knowledge Base
  • Experience with Identity Management Concepts (Gsuite, Azure Active Directory, Okta)
  • Familiarity with Cloud Environments (Azure, AWS, Meraki)
  • Experience with Incident Management Platforms (ServiceNow, Zendesk, Freshservice)
  • Knowledge of core networking concepts (TCP/IP, SD-WAN, VPN)
  • Experience with Software Project Management Platforms (JIRA, Asana)
  • Familiarity with Software Engineering Tools (Github, Postman, Visual Studio Code)
  • Exposure to Software Engineering Concepts (APIs, Function Apps)
  • Understanding of Endpoint Configuration Management Concepts (Intune, JAMF, KACE)
  • Ability to learn and pick up concepts quickly
  • Detailed oriented, aware of secondary effects resulting from changes
  • Experience working both independently or as part of a project group
  • Confidence in making wise decisions on your own within generally defined parameters
  • Adeptness in investigating problems outside your own knowledge area
  • Strong organizational and analytical skills; oral and written communication skills
  • Ability to be multilingual is preferred (German, Spanish, etc.)
  • Ability to take initiative and lead projects
  • Must possess a positive and professional attitude
  • Experience working with virtual / remote staff members
  • Familiarity with Agile/Scrum/ITIL environments
  • Willingness to work nights, weekends, and holidays (particularly the 2am - 9am EST shift)


Responsibilities

  • Provide high level of support and customer service to staff throughout Gopuff
  • Troubleshoot and resolve remote hardware, software, and network issues
  • Identify, triage, and escalate incidents impacting Gopuff’s systems
  • Follow Gopuff's technology delivery practices, standards, project management disciplines
  • Comply with business and disaster recovery runbooks
  • Create and maintain accurate documentation

The only predictable thing about life is that it’s wildly unpredictable. That’s where we come in. 

 

When life does what it does best, customers turn to Gopuff to deliver their everyday essentials, and to get through their day & night, work day and weekend. 

 

We’re assembling a team of thinkers, dreamers & risk-takers...the kind of people who know the value of peace of mind in an unpredictable world. (And people who love snacks.)

 

Like what you’re hearing? Welcome to Gopuff.


The Gopuff Fam is committed to an inclusive workplace that does not discriminate on the basis of race, ethnicity, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, gender identity, or any other protected characteristic or status. We believe in diversity and encourage any qualified individual to apply. We are an EEO Employer.

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Qiuping Xu headshot
Qiuping Xu
Principal Data Scientist
DELIVER EXCELLENCE
A data-driven approach to innovation
“In the vast landscape of e-commerce, data is our compass, ensuring we stay ahead, innovate effectively and consistently deliver value to our users,” said Qiuping Xu, principal data scientist at Gopuff. Every day, she and her peers leverage data to refine the shopping experience for Gopuff customers, which involves tweaking the recommendation system to better suggest products to shoppers. To do this, her team is using elements of machine learning and AI, including techniques from large language models and transfer learning, to drive business growth. And according to Xu, all of these efforts reflect an overall focus on transformation. “Our company actively fosters a culture of innovation and continuous learning,” she said.
“In the vast landscape of e-commerce, data is our compass, ensuring we stay ahead, innovate effectively and consistently deliver value to our users,” said Qiuping Xu, principal data scientist at Gopuff. Every day, she and her peers leverage data to refine the shopping experience for Gopuff customers, which involves tweaking the recommendation system to better suggest products to shoppers. To do this, her team is using elements of machine learning and AI, including techniques from large language models and transfer learning, to drive business growth. And according to Xu, all of these efforts reflect an overall focus on transformation. “Our company actively fosters a culture of innovation and continuous learning,” she said.
The technologies we use are chosen to help improve the user experience and support Gopuff's growth in a bustling e-commerce market.
Liston Ogana
Liston Ogana
Senior Engineering Manager
HUMBLE AND HELPFUL
Tackling cutting-edge tech as a team
For Liston Ogana, a senior engineering manager at Gopuff, the biggest thing new hires can look forward to is working with a great group of talented people. “Since starting at Gopuff, I’ve been amazed by how humble and helpful everyone is,” he said. Ogana oversees teams dedicated to building a world-class customer experience, whether that involves creating efficient routing via machine learning or developing an interactive UI. Under Ogana’s guidance, the post-order engineering team is currently building a post-order customer interface that is interactive, map-focused and informative. “It will provide a new experience that will ultimately reduce the number of customer delivery status inquiries,” he said.
For Liston Ogana, a senior engineering manager at Gopuff, the biggest thing new hires can look forward to is working with a great group of talented people. “Since starting at Gopuff, I’ve been amazed by how humble and helpful everyone is,” he said. Ogana oversees teams dedicated to building a world-class customer experience, whether that involves creating efficient routing via machine learning or developing an interactive UI. Under Ogana’s guidance, the post-order engineering team is currently building a post-order customer interface that is interactive, map-focused and informative. “It will provide a new experience that will ultimately reduce the number of customer delivery status inquiries,” he said.
If you take the initiative to show how and why your ideas could be beneficial to the customer or company, we will support you in any way possible to see your ideas come to life.
Maria Socaci
Product Manager II
EXPERIMENTATION MEETS EXPLORATION
Unlocking new possibilities for brands
Imagine there’s a new Ben & Jerry’s ice cream flavor that’s generating a lot of buzz. But instead of merely reading about it or encountering online ads that simply show you a list of physical retailers where you can find the product, you visit the company’s website, place an order, and in about 30 minutes, the ice cream is on your doorstep. Maria Socaci’s team is trying to make this vision a reality with its new workstream. “Our objective is to empower direct-to-consumer brands to venture into the realm of instant delivery by harnessing Gopuff’s instant fulfillment and delivery capabilities,” she said. This ongoing project reflects the company’s focus on experimentation and exploration.
Imagine there’s a new Ben & Jerry’s ice cream flavor that’s generating a lot of buzz. But instead of merely reading about it or encountering online ads that simply show you a list of physical retailers where you can find the product, you visit the company’s website, place an order, and in about 30 minutes, the ice cream is on your doorstep. Maria Socaci’s team is trying to make this vision a reality with its new workstream. “Our objective is to empower direct-to-consumer brands to venture into the realm of instant delivery by harnessing Gopuff’s instant fulfillment and delivery capabilities,” she said. This ongoing project reflects the company’s focus on experimentation and exploration.
We understand that innovation is the lifeblood of the tech industry, and staying ahead requires a proactive approach to exploring emerging trends and tools.
Qiuping Xu headshot
Qiuping Xu headshot
Liston Ogana
Liston Ogana

What are Gopuff Perks + Benefits

Gopuff Benefits Overview

At Gopuff, we deeply value all of our employees and we aim to create a strong and
enhanced employee experience. We are proud to offer our employees a robust and
comprehensive benefits package.

We want to help our employees stay safe and healthy. We offer comprehensive
medical, dental, and vision insurance, optional FSAs and HSA plans, commuter
benefits, 401k matching, supplemental employee, spouse and child life insurance to all eligible
employees.

Culture
Volunteer in local community
Partners with nonprofits
Gopuff supports Reform Alliance, The Bail Project, The Color of Change, Valley Youth House, and a few other non-profits.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Gopuff has a dedicated space for our BIPOC team members and allies to discuss all things diversity. With this space, we strive to learn and grow to always be inclusive and do more, always!
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Gopuff offers Delta Dental plan.
Vision insurance
We offer a vision insurance plan through Eyemed.
Health insurance
Gopuff works with Aetna and partners with Progyny
Life insurance
Eligible employees will receive basic life insurance (Unum) at 2x their annual salary, at a minimum of $50,000.
Mental health benefits
EAP with Carebridge
Financial & Retirement
401(K)
401(K) matching
Gopuff will match employee contributions up to 4% of eligible wages (subject to Federal limits). Employer match is 100% vested!
Company equity
Gopuff offers company stock to all that are hired and bonus RSU's through a referral program as well. All granted RSU's vest over a four-year period.
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Gopuff will pay 100% of your regular wages for 8 weeks for non-birth and intended parents and between 18 and 20 weeks for birth parents who are welcoming a new addition to their family.
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Available at select locations
Relocation assistance
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
View full list of perks + benefits
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