What are we looking for?

A Systems Administrator who is also capable of operating as our Air Traffic Controller (keep reading to learn more about what this means!).

Where are we looking?

Boston, MA (strong preference for Boston-based candidates)

What type of job is this?

Full-time.

Who would you report to?

The Director of Technology Member Services.

What should you bring to the table (the basic requirements)?

• Solid experience maintaining 3rd-party SaaS applications including, but not limited to, Zendesk, PagerDuty, RingCentral, Google Workspace, or Slack

• Experience in a MSP environment

• High comfort level with hands-on configuration and day-to-day troubleshooting of modern cloud infrastructure apps and IT systems

• Demonstrated ability to configure, test, and maintain systems, storage, networking, application software, and system management tools

• Strong command of best practices around security and privacy

• Exceptional customer service

• An enthusiastic client-centric focus

• Maniacal attention to detail and great organizational skills

• Ability to solve “one-off” issues and requests, while still maintaining a focus on the bigger picture

• Ability to demonstrate high-level problem-solving and decision-making skills

• Self-starter mentality capable of working independently

• Eagerness and aptitude for learning new technologies and systems

• Willingness to share and explain technical decisions to stakeholders

• Reliable work ethic - our systems, teams, and processes will depend on you

• Strong desire to be a team player - we are all in this together and need to be committed to working together

• Prioritize and multitask effectively

• Occasional travel to client sites

• Availability to provide support during non-business hours as needed

• After-hours work as needed

• Participate in on-call rotation

What will really get our attention?

• 3-5 years of enterprise-level experience managing SaaS in the areas of support ticketing, communications, VoIP, subscription management, payments, and data management/reporting

• Broad understanding of existing SaaS applications for enterprise support environments

• Experience working with C-Suite executives and/or high-net-worth individuals

• Experience with professional smart-home environments

What do we bring to the table?

• A team of aces willing to do anything for each other

• Competitive salary

• 100% company-paid medical insurance

• Eligibility for dental, vision, short-term disability, and life insurance

• Flexible time off policy

• Employee-contributed 401K plan

• Ability to work-from-home

What would a typical day look like?

Our Technology Member Services team is a lean team (a total of five employees, including you) that is optimized to quickly deliver the best technology support service to our portfolio of 40 clients. Our clients consist primarily of high-net-worth families and individuals who live in and around the Boston metro area. The technology that we support includes their personal and smart-home related systems. They rely upon us to keep all of their personal and home technology running, including but not limited to - their personal cell phones, their laptops, their desktops, their home theaters, their home security systems, their smart speakers and smart window shades, etc.

We attempt to resolve every request as soon as we get it. At a minimum, we acknowledge receipt within 30 minutes of them reaching out, and set expectations for when we will be able to resolve their issue. Our clients view us as technology experts and expect us to provide them with a holistic solution. This means we must do our research and provide our clients with a solution that does not just address the issue at hand, but proactively addresses any issues they may encounter as a result of this issue and/or proposed solution.

This brings us to where you fit in. We’re looking to hire an “air traffic controller” with a deep Systems Administration background who will be our first responder when members reach out about their home or personal technology. Whether by email or phone, you will be responsible for opening a ticket and contacting the client to try and resolve their issue or request. We expect you to troubleshoot these issues to the best of your ability, but do not expect that every issue can be resolved remotely. Once you’ve determined if the client needs an on-site visit from one of our field specialists, you’ll make that happen by coordinating the on-site visit between the client and the three members of our field team.

But that’s just the “reactive” of the role. There’s also the “proactive” side of the commitment we’ve made with our clients.

We set the technology standards for our clients and they have agreed to operate within these parameters. Our goal is to integrate complex technologies that are simple and easy for our clients to incorporate into their daily lives. We have established an extremely well-thought-out technological environment that allows us to quickly diagnose the problem whenever something breaks. By proactively monitoring and managing their technology in the background, we strive to minimize the technology failures or resolve issues before our clients ever experience them. You’ll help establish and validate these standards, and work with the team to proactively maintain our clients’ equipment to ensure it’s “within compliance.” The opportunities to evaluate technology to make sure we’re providing the best-in-class recommendations are endless.

You’ll also work with our 3-person field team to “manage their days” efficiently and effectively, with the goal of maximizing the client experience for our clients. We’re looking for someone to help our team bring order to their daily chaos so that the field specialists can focus on delivering exceptional service to our members.

This person will be responsible for seamlessly holding everything together by executing the daily operational and logistical tasks necessary to help each member of our team do their job effectively and expeditiously. Generally speaking, this position will require you to think logically and linearly about everything you do, while managing multiple parallel tasks on any given day.

To recap, your typical day will involve any combination of the following:

• Promptly addressing and remotely resolving incoming incidents and requests that come in from our 40 clients via email, phone, or text;

• Properly setting expectations for the client when you’re not able to remotely resolve their issue and need to escalate it to one of our field team members;

• Developing documentation to incorporate proper processes and procedures as standards, in order to provide better proactive service our clients

• Monitoring deliverables and ensuring timely completion

• Maintaining clients’ systems for a high level of uptime and security

• Making recommendations for needed system upgrades/changes to clients’ personal and home technology setups

Curious if you’ll fit our culture?

• Do you believe there’s always room for improvement? We are constantly in the pursuit of perfection when it comes to the client experience.

• Do you always have a backup plan? Things rarely go according to plan so it’s important to be prepared.

• Are you frequently putting yourself in others’ shoes? Whether we’re fielding a frantic request or providing technical instructions, we always need to be empathetic to the situation.

• Do you always dot your i’s and cross your t’s? Attention to detail is a must.

• Can you keep a secret? Good, because our end-user’s privacy is a top priority.

• Are you happy to lend a helping hand? We’re a small, tight-knit group and at times all wear a number of different hats.

• Are you transparent and do you prefer addressing the elephant in the room? We pride ourselves on being upfront and honest, and believe it’s one of the things that sets us apart from the pack.

• Do you pick up the ball that someone else may have dropped? We’re looking for people that own the company goals beyond just doing their job.

• Are you OK with making a mistake? We are too, as long as we learn from them and don’t repeat.