IT Operations Engineer

Company overview

LucidLink is a fast-growing startup on a mission to make data instantly and securely accessible from everywhere. As remote and hybrid work has become the new normal, our cloud-based technology enables teams to instantly access files and collaborate from anywhere in a familiar format that works like a local hard drive.

LucidLink’s solution is designed for workflows involving huge files, massive data sets and real-time collaboration. Our customers include the world’s most creative companies like Paramount, Warner Brothers, Epic Games, Spotify, A+E and Netflix. We were founded in 2016 by storage industry experts and support over one billion customer files across more than 40+ countries. LucidLink is headquartered in San Francisco, California, has an engineering office in Sofia, Bulgaria, and remote employees across North America, Europe, and Australia.

Reasons to join LucidLink:

• Tackle big challenges: You’ll have the chance to solve complex, high-stakes problems that redefine how teams collaborate globally. By starting with the Media & Entertainment industry and expanding into data-intensive sectors, you’ll gain deep insight into cutting-edge technologies and play a role in shaping the future of global workflows.

• Values-led culture: Our values don’t just exist on paper—they guide every decision and interaction. You’ll thrive in an environment where integrity, innovation, and empathy are at the core of how we operate, empowering you to grow personally and professionally.

• Hypergrowth journey: Joining a company with triple-digit growth rates means unparalleled opportunities for advancement, learning, and being part of an exciting journey toward unicorn status. You’ll experience the adrenaline of startup speed combined with the satisfaction of building something truly impactful.

• Immediate impact: At LucidLink, your work will matter—immediately. You’ll be part of a tight-knit team of 170+ builders working at startup speed, where your ideas and actions will create tangible, exponential results that contribute to our collective success.

• Comprehensive benefits: We believe in investing in our people. With unlimited PTO, a competitive salary, stock options, and full health coverage, you’ll feel supported both professionally and personally while enjoying a strong work-life balance.

The Opportunity 

The IT Operations Engineer plays a crucial role in ensuring the smooth and efficient operation of our IT infrastructure, with a focus on automation, process improvement, and stakeholder collaboration. This position requires a strong technical background, excellent problem-solving skills, a customer-centric approach, and a high degree of emotional intelligence. The successful candidate will manage day-to-day IT Service Desk activities, drive automation and integration initiatives and build strong relationships across departments to facilitate positive change.  While managing support tickets is a component of this role, the focus is on identifying trends and implementing long-term solutions and automation to reduce ticket volume.  

We are a globally distributed company, and due to timezone considerations our ideal candidate will be located in AEST.

Key Responsibilities

• Respond to and manage day-to-day IT Service Desk operations, demonstrating an understanding of customer and business needs with a positive service mindset.

• Provide service-driven and technical expertise on all IT support and operational matters.  

• Manage Requests and Incidents, including high-severity outages, coordinate internal and external teams, document post-incident details for reviews, collaborate in lessons learned, and provide timely communications to key IT and Business stakeholders.  

• Ensure all individual KPIs, OLAs/SLAs, and OKRs are met or exceeded.  

• Ensure Service Delivery, incident, and problem resolutions are aligned with enterprise security standards, with close attention to security risks inherent within a growing software development organization..  

• Professionally plan, design, and deliver value-driven IT initiatives within budget and to strict deadlines, often working independently with competing priorities.

• Proactively seek opportunities to enhance the team's efficiency and ability to execute quickly and consistently by applying continuous improvement processes and practices, including the use of scripting and AI-driven solutions to automate manual tasks.  

• Establish and maintain strong business relationships within the organization.

• Effectively communicate the benefits of new IT initiatives, and proactively align all stakeholders prior to the change to increase buy in. 

• Own, develop, and maintain proper documentation for infrastructure and Help Desk processes and procedures, inventory tracking, licensing, and asset management.  

• Manage and maintain network infrastructure at each office location. 

Attributes we are looking for

• 5+ years of advanced troubleshooting experience with a wide range of technical enterprise solutions; user applications, telephony, network connectivity, client, and server communication.  

• Incident Management, Problem Management, and Incident Review process experience.  

• Experience with virtualization technology: hypervisors, hyperscalers, and cloud infrastructure (Azure/AWS/GCP).  

• Demonstrable experience delivering end-to-end IT project management, including strong stakeholder management, working to strict deadlines and budgets.  

• Advanced technical knowledge of Windows OS, MacOS, MDM platforms, Microsoft Office Suite, M365 and Google Workspace administration, email platforms, Collaboration Suites, Asset Management, and other enterprise end-user productivity applications.  

• Solid understanding of TCP/IP networking and other infrastructure services such as Directory Services, Group/MDM policies, DHCP, DNS.  

• Demonstrable experience in application deployment and configuration, SSO/User Lifecycle protocols (SAML, OIDC, OAuth2.0, SCIM).  

• Experience with scripting languages (e.g., Python, PowerShell) and automation tools.

• Familiarity with AI concepts and their potential applications in IT operations.

• Proven ability to work effectively under pressure and solve problems in a fast-paced environment.

• Understanding of the challenges and security considerations specific to software development organizations and development teams.

• Excellent interpersonal and communication skills, with the ability to build rapport and influence stakeholders at all levels.

• Exceptional customer service, self-motivation, and continuous development skills, with a strong focus on empathy and emotional intelligence.

• Preferred Qualifications: ITIL v4 Foundation, CCNA/CCNP or equivalent, Certified M365/Google Workspace Administrator, Azure/AWS/GCP Systems Engineer/Cloud Engineer.

• Degree in technology, computer science or related field.

The salary range provided for this position is an estimated guideline from a salary database. Total compensation for this position may also include equity, variable pay, and employee benefits. We consider a wide range of factors when making compensation decisions, including but not limited to relevant experience, knowledge, training, and skill sets; market conditions; and internal equity. Compensation ranges may also vary based on location.

LucidLink is an Equal Opportunity Employer. We strongly encourage you to apply, even if you don't believe you meet every requirement on the job description. You might be the right person for this role, or another one. We look forward to hearing from you.