IT Operations Automation Engineer

About this role Faire is looking for an IT Operations Automation Engineer to join our IT Operations team in San Francisco. We're building IT Support as a product — instrumented, measurable, and continuously improved through automation rather than headcount. This role is the engine of that strategy.

You'll spend the majority of your time building automations, crafting code, and deploying AI tooling that eliminates entire categories of tickets rather than closing them one by one. You'll stay close to the support surface through targeted, high-impact escalations — the fastest way to spot what's worth automating is to feel the pain yourself — but the deliverable is leverage, not ticket throughput.

This role is roughly 70% building and 30% high-impact escalations, root cause work, and stakeholder partnership. If you've ever closed a ticket and thought "this should never have been a ticket," this is the job for you.

What you'll do

• Design, build, and ship automations (Python, Jira/Slack workflows, scripting) that remove recurring work from the IT team's plate and improve the employee experience.
• Treat IT Support as a product: instrument ticket data, identify the top drivers, and ship upstream fixes — playbooks, self-service, automation, or system changes.
• Deploy modern AI tooling (agents, LLM-powered triage, auto-resolution, knowledge retrieval) to raise deflection rates and service quality.
• Own an automation roadmap: prioritize the highest-leverage opportunities, ship measurable improvements, and report on impact.
• Act as a global escalation point for complex, high-impact issues — and use those escalations as the input signal for what to automate next.
• Get to the bottom of issues through real root cause analysis, not surface-level fixes.
• Partner with IT Engineering on tooling, reliability, and platform improvements, and contribute feedback that makes our systems more supportable by design.
• Build the documentation, self-service guides, and internal tools that let the rest of the IT team — and our employees — solve more on their own.

Qualifications

• 3+ years in IT, technical operations, or a similar role, with a meaningful portion of that time spent building rather than only supporting.
• Demonstrated track record of writing code (Python preferred) that replaced a manual process or eliminated a category of tickets. 
• Comfortable working with APIs, webhooks, and integrating SaaS platforms (Jira, Slack, Google Workspace, Okta, etc.).  
• Product-minded approach to support: you instrument before you optimize, and you think in terms of categories of problems rather than individual tickets. 
• Strong diagnostic and troubleshooting skills across macOS, SaaS, networking, and A/V (Zoom Rooms) — enough to handle the escalations that feed your automation roadmap.
• Experience with enterprise IT platforms such as Fleet, Okta, Atlassian, Google Workspace, and Slack.
• Curiosity about and experience with AI tooling applied to internal operations — bonus points if you've shipped something using an LLM in a workflow.
• Excellent communication; able to clearly convey technical decisions and trade-offs to both technical and non-technical stakeholders.
• Ownership mindset, bias toward long-term solutions over quick fixes.

Physical and travel requirements

• Comfortable lifting up to 20kg.
• Ability to travel within North America and Europe as needed, and to adjust work hours occasionally to support international collaboration.

Salary Range

San Francisco, CA : the pay range for this role is $100,000 to $137,000 per year.

This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.