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SiteOps Specialist

2 months, 1 week ago
Mexico
Full-time
Junior
Customer Support
Customer and Technical Support
Google Analytics JIRA
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EarnIn

EarnIn

EarnIn is a fintech company revolutionizing access to earned wages, providing up to $750 per pay period with no fees, empowering users to manage their finances on the go.

Professional Services
51-250
Founded 2012
$190M raised
View All Jobs 4

Description

  • Own intake and triage for Site Ops requests through Jira Customer Portal, including access requests, after-hours support, and handoffs to on-call teams.
  • Implement agentic workflows to automate routine Site Ops and CX issue resolution, including approvals, rollback paths, and escalation reduction.
  • Administer and support CX tools and related applications such as Zendesk/SunCo, AWS Connect, Sprout Social, Assembled, and Google Analytics.
  • Execute onboarding, permissioning, and offboarding processes for BPO and internal users while maintaining accurate access records and source-of-truth rosters.
  • Run recurring user and access audits across owned tools, document findings, and partner with Security to remediate gaps.
  • Coordinate vendor escalations and incident support by troubleshooting issues, opening and tracking external tickets, and implementing fixes or workarounds.
  • Partner with Engineering, IT, and Security on configuration changes, release gating, validation, and operational rollback planning.
  • Create and maintain runbooks, SOPs, tooling documentation, and training materials for internal teams and BPO partners.
  • Monitor operational health signals and telemetry across owned tools to identify reliability, access, and performance issues.
  • Support real-time incident response for agent- and customer-impacting tooling issues across support channels.

Requirements

  • 1+ year of hands-on experience administering CX platforms such as Zendesk/SunCo, including workflows, queues, routing, triggers/automations, and integrations.
  • Experience supporting production-grade support environments with high availability and real-time incident response expectations.
  • Proficiency with operational intake and tracking in Jira.
  • Ability to collaborate across IT, CX Operations, Engineering, and Security.
  • Demonstrated ownership of user lifecycle and access governance for internal or BPO populations.
  • Strong documentation habits, including creating runbooks, workflows, and playbooks.
  • Ability to troubleshoot agent- and customer-impacting issues across chat, email, messaging, and voice channels in real time.
  • Experience with AWS Connect or similar cloud contact center platforms is a plus.
  • Experience building or implementing agentic workflows is a plus.
  • Familiarity with learning and workforce management tools and operational reporting across systems is a plus.
  • Experience supporting high-volume, regulated, or 24/7 contact center environments is a plus.
  • Hands-on experience with Okta or identity/access automation such as Okta Workflows or SCIM provisioning is a plus.
  • Basic scripting or automation experience is a plus.
  • Remote role that may also be based in Mexico City.
  • No visa sponsorship or immigration support is available for this position.

Benefits

  • Remote work option, with the role also eligible to be based in the Mexico City office.
  • Healthcare coverage.
  • Internet and cell phone reimbursement.
  • Learning and development stipend.
  • Potential opportunities to travel to Palo Alto HQ.

Interested in this position?

Apply directly on the company website

Apply Now

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