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 5pm - 2am 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

At Gopuff, we know that life can be unpredictable. Sometimes you forget the milk at the store, run out of pet food for Fido, or just really need ice cream at 11 pm. We get it-stuff happens. But that's where we come in, delivering all your wants and needs in just minutes.
And now, we're assembling a team of motivated people to help us drive forward that vision to bring a new age of convenience and predictability to an unpredictable world.
Like what you're hearing? Then join us on Team Blue.
Gopuff is an equal employment opportunity employer, committed to an inclusive workplace where we do not discriminate on the basis of race, sex, gender, national origin, religion, sexual orientation, gender identity, marital or familial status, age, ancestry, disability, genetic information, or any other characteristic protected by applicable laws. We believe in diversity and encourage any qualified individual to apply.