Technical Operations Manager
Customer.io
WorldwideremotePosted 1 month ago
Skill Required
Technical-OperationsBusiness-OperationsPlatform-EngineeringInternal-Tools-DevelopmentSolutions-EngineeringTechnical-Operations-ManagerTechnology-Operations-ManagerTechnical-Operations-ManagementTechnical-ManagerOperations-ManagerTechnical LeadEngineeringTypeScriptISO 27001automationsimilar)Node.jsbuildingPythonCloudAPIsGenerative AIIAMRAGGCPandGoAIFulltime
Key highlights
- Salary: $115,000 - $135,000 USD (Zone 1: 138k-162k, Zone 2: 126k-148k, Zone 3: 115k-135k)
- Required experience: 3+ years in technical generalist role (tech ops, IT engineering, platform engineering, or solutions engineering)
- Key benefit: 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family
- Notable requirement: Hands-on familiarity with LLMs and agent frameworks (Claude, MCP, RAG, or similar)
- Company size: 8,000+ customer companies, billions of messages sent daily
- Team culture: Startup-style autonomy, broad scope, fast iteration, high ownership
Role overview
Customer.io is a B2B SaaS platform used by 8,000+ companies to send billions of emails, push notifications, in-app messages, and SMS daily. The company powers automated, behavior-driven communications using real-time data. Bill Miksich, VP of Operations, is seeking a Technical Operations Manager for the Strat Ops team. The role involves building and scaling internal systems, with particular focus on AI-assisted internal tooling, agent infrastructure, and cross-stack integrations. The work emphasizes startup-style autonomy, broad technical range, and pragmatic documentation. The right candidate should thrive in fast-iteration environments with high ownership and minimal hand-holding.
Responsibilities
- Partner with Automation/AI leads on agent infrastructure, evals, and AI-assisted internal tools — including the internal IT support agent and other AI-powered workflows (40%)
- Build and maintain internal automations and integrations across the stack using n8n, Python, TypeScript, and AI agents — spanning Linear, Ramp, Notion, Slack, Google Workspace, 1Password, Kandji, and GCP (30%)
- Write documentation, runbooks, and guides to enable the rest of the company to self-serve through better systems (20%)
- Support broader Strat Ops and BizOps requests as they arise (10%)
- Identify operational friction across the business and surface problems before they escalate
- Build solutions quickly and leave behind self-serve documentation
- Hold credible technical conversations with technical executives and explain systems clearly to non-technical stakeholders
Requirements
- 3+ years in a technical generalist role — tech ops, IT engineering, platform engineering, or solutions engineering — at a B2B SaaS company
- Ideally at a scale where you had to wear multiple hats
- Demonstrated experience in Python, TypeScript/Node.js, or Go, with real systems you've built and maintained
- Hands-on familiarity with LLMs and agent frameworks (Claude, MCP, RAG, or similar)
- Clear point of view on where AI/LLMs should and shouldn't be applied
- Practical experience integrating SaaS systems via APIs, webhooks, and workflow automation (n8n, Zapier, or custom orchestration)
- Comfort with at least one major cloud platform (GCP preferred)
- Familiarity with core tool stack: Google Workspace, Slack, Linear, 1Password, Kandji, or equivalents
Nice to have
- Working knowledge of identity systems (SSO/SCIM, Okta or similar)
- Working knowledge of MDM (Kandji, Jamf, or similar)
- Prior experience supporting SOC 2, ISO 27001, or GDPR compliance programs
- Experience shipping internal AI products
Benefits
- 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family
- 16 weeks paid parental leave
- Unlimited PTO
- Stipends for remote work and wellness
- Professional development budget
- Compensation: $115,000 - $135,000 USD (Zone 1: 138k-162k, Zone 2: 126k-148k, Zone 3: 115k-135k) plus market rate adjustment consideration
Additional details
- About Customer.io: Over 8,000 companies use the platform to send billions of emails, push notifications, in-app messages, and SMS daily; powers automated communication using real-time behavioral data
- Hi, my name is Bill Miksich, VP of Operations at Customer.io, and I'm looking for a Technical Operations Manager to join our Strat Ops team
- This isn't a role where someone hands you a ticket queue. We operate like a startup — broad scope, fast iteration, high ownership
- The right person doesn't need much direction to get moving; they talk to a stakeholder, understand the real problem, and start shipping
- Builder mentality: You find genuine satisfaction in shipping internal tools that people actually use. You're biased toward building a small working version quickly over planning the perfect system for months
- Ownership and autonomy: You identify what needs to be done, build it, and maintain it — without waiting to be told. When a team is blocked, you step in
- Range without ego: You can hold a credible technical conversation with our CTO and turn around and explain the same system clearly to a finance manager. You adapt your communication to the room
- Cross-functional curiosity: You actively look for where operational friction exists across the business. You don't wait for teams to come to you with a fully formed problem statement — you surface friction before it escalates
- Pragmatic documentation: You write runbooks, wikis, and guides that people actually follow — not as an afterthought, but as part of how you build
- This is a chance to be a technical force multiplier across an entire company — not buried in one team's backlog
- You'll own meaningful scope from day one, work on a small team that ships fast, and build AI-powered internal infrastructure at a company that's actively pushing the edge of what that looks like
- Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact
- Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead
- We believe in transparency. Starting salary for this role is $115,000 - $135,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment
- See full benefits here →
- Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness
- If you're excited by what you read — apply now
- Originally posted on Himalayas