Meet Fetch AI & Data

AI & Data at Fetch sit at the center of how we understand our business, make decisions, and build intelligent products. The organization operates as an integrated AI & data ecosystem, spanning multiple disciplines, including data engineering, analytics engineering, machine learning, experimentation, and data platforms, all working together to turn data into durable business and customer impact.

Teams operate in complex problem spaces where requirements evolve, tradeoffs are constant, and the right answer is rarely obvious. Success depends on strong technical judgment, comfort with ambiguity, and the ability to gather context and make informed decisions while balancing quality, performance, scalability, and responsible use.

Practitioners across this org contribute hands-on to production systems, analytical foundations, and intelligent features. You will collaborate closely with product, platform, and engineering partners, help shape standards and best practices, and ensure our AI and data capabilities scale reliably as Fetch grows.

About the Role:

As a Senior IT Operations Engineer, you will play a critical role in scaling Fetch’s internal technology ecosystem while providing on-site support. You’ll manage and optimize a diverse SaaS environment, ensuring employees have secure, reliable, and seamless access to the tools they depend on. You’ll lead complex troubleshooting efforts, drive automation and process improvements, and partner closely with Security, Engineering, and business teams to continuously improve how we operate. This role requires both hands-on technical expertise and a proactive mindset; anticipating challenges, reducing friction, and helping the organization move faster with confidence.

This is a full-time position based in our New York City office, with an expectation of at least three days per week in office.

What you’ll do at Fetch (Role Responsibilities):

Be on-site IT support at our New York office (at least three days a week) User Support and Troubleshooting
Provide Level 2/3 support for identity, collaboration, and productivity tools
Develop and maintain IT documentation, guides, and knowledge base articles
Lead IT support efforts for incident response and root cause analysis
System Optimization and Automation
Identify opportunities to streamline IT processes through automation and scripting
Assist in implementing new tools and solutions to improve IT service delivery
Identity and Access Management (Okta)
Manage and configure Okta SSO and MFA policies for user authentication
Create and maintain user lifecycle workflows, including onboarding and offboarding processes
Troubleshoot identity-related issues and maintain security compliance
Integrate and manage third-party applications with Okta for SSO
Atlassian Suite Administration (Jira, Confluence, Bitbucket)
Administer Jira projects, workflows, permissions, and automation rules.
Maintain Confluence spaces, user permissions, and best practices for documentation
Support Bitbucket configuration, repositories, and user access
Troubleshoot user and system issues and optimize tool performance
Administer SaaS apps and account access for the tools our team depends on including:
- Okta
- G Suite
- Atlassian (Jira, Confluence)
- Slack
- Zoom
- Apple (macOS, MDM, ABM, VPP)
- Microsoft (Windows 10, Azure AD, Office 365, Intune)
- AWS (IAM, Route 53)
Be a technical resource for questions related to the above tools, with the ability to produce an appropriate solution.
Applying best practice security policies and strategies.
Create and maintain quality technical documentation that describes the processes and systems you work with
Multi-task on assignments, prioritize and deliver on routine tasks and assigned projects

In your Toolbox (Minimum Requirements):

Experience administering users in G Suite, Okta, or comparable SaaS platforms
Demonstrated ability to support end users with a professional, approachable, and service-oriented mindset
Strong working knowledge of both macOS and Windows environments
Understanding of SAML and SSO concepts, including experience with tools like Okta or OneLogin
Familiarity with UNIX scripting, automation tools, webhooks, and basic API request concepts
Ongoing interest in and awareness of current consumer technology trends
B.S. Computer Science, Information Systems with equivalent experience in an IT role

Nice to haves/Bonus Points (Preferred Requirements):

5+ years in IT support or system administration, with a focus on Okta, Atlassian tools, and Google Workspace
Previous experience in a startup environment
A functional understanding of networking concepts
Excellent verbal and written communication skills

Compensation: At Fetch, we offer competitive compensation packages including base, equity, and benefits to the exceptional folks we hire. The base salary range for this position is $101,941 - $119,931. Discover our benefits and how our employees live rewarded at https://fetch.com/careers.