About the role
At Braze, we have cultivated a team of approachable, exceptionally kind, and deeply passionate individuals. We strive to fuel that passion by establishing high standards, promoting teamwork, and fostering work-life balance as we collaboratively navigate rapid global growth while pursuing greater equity and opportunity within and beyond our organization.
To thrive in this environment, you must be ready to set ambitious goals for yourself and those around you. There are endless opportunities to contribute: exercising autonomy, embracing accountability, and remaining open to diverse perspectives are key to our ongoing success.
Our profound curiosity and eagerness to share varied interests with others add vibrancy and balance to our culture.
If you are motivated to tackle exhilarating challenges and have a proactive approach to change, you will be empowered to make a significant impact here, supported by a sharp and passionate team. If Braze resonates with you as a place to excel, we look forward to meeting you.
WHAT YOU'LL DO
We are looking for a Lead Systems Administrator to serve as the primary technical escalation point for our Service Desk, responsible for the reliability, security, and operational excellence of our IT services. In this role, you will lead incident response efforts, perform in-depth root cause analyses, and proactively enhance systems through automation and process improvements. Additionally, you will act as a mentor and subject matter expert across various IT domains.
Main responsibilities:
- Serve as the primary escalation point for the Service Desk to investigate and resolve complex technical issues.
- Own the maintenance, configuration, availability, and business continuity of core IT services.
- Act as Incident Manager or work closely with Incident Management during service outages and security incidents, ensuring clear and timely communication to the business.
- Identify recurring issues, define corrective actions, and implement long-term solutions.
- Provide advanced support for Google Workspace, including email delivery, permissions, security issues, and service integrations.
- Support escalated issues across Zscaler, macOS, networking, Google Workspace, and Okta.
- Troubleshoot and maintain integrations of IT SaaS such as Okta, Google Workspace, Slack, Zscaler, and Iru.
- Serve as Tier 3 support for macOS, hardware, and network-related issues.
- Design, write, and maintain custom scripts or applications to improve system efficiency and reduce manual effort.
- Create and maintain IT documentation and contribute to knowledge sharing.
