SeniorITOperationsEngineer

SENIOR IT OPERATIONS ENGINEER CloudZero is hiring a Senior IT Operations Engineer who treats IT as a product instead of a help desk. You will work with our IT leadership to keep our internal systems quiet, fast, and secure. You will also lean on AI every day to do it. The role is hybrid out of our Boston office. Some flexibility outside East Coast hours is helpful, given our employees and customers are global. OUR OPERATING PHILOSOPHY We measure success by high-quality outcomes, not volume; not by tickets closed, but by tickets that never get opened. Every helpdesk ticket that hits our support tool, is a signal. Something about a system, a workflow, or a piece of documentation failed a person. The job is to look under the signal, ask why the question came up in the first place, and fix the upstream cause so the next ten people don't run into the same wall. That means: • When a ticket lands, your first instinct should be "what would make this ticket not exist next week?" • You will build automations, self-service paths, and documentation that retire whole categories of tickets at a time. • Patterns in our helpdesk data should shape your roadmap. You will spot recurring asks, group them by root cause, and chip away at them. • A great week ends with fewer open issues and fewer total inbound tickets than the week before. We're AI-native, for real We use AI tooling every day, and the right person for this opportunity has an inquisitive mindset and has already ingrained this new way of working with strong human judgment. • You reach for Claude Code, Claude Desktop, or ChatGPT before problem-solving manually. • You use AI to draft scripts, parse logs, summarize vendor docs, write runbooks, and break apart messy projects. • You can talk credibly about which AI tools are good at what, where they fall over, and how to prompt them well. • You try new AI tools as they show up, and you drop them when they don't earn their keep. If writing a prompt is your default move when somet