IT Operations Engineer

WHO WE ARE 

Seagull Software, LLC, is a global leader in real-time, item-level visibility and label management solutions, dedicated to powering the world’s most complex supply chains with innovative tools for traceability, authentication, and automated inventory management. Our BarTender™️ platform enables businesses across all industries to design, manage, print, and automate the production of labels, barcodes, and RFID tags, ensuring seamless tracking and compliance for over 100 billion unique identifiers each year. Leveraging the Mojix™️ high-security, scalable SaaS traceability platform, Seagull delivers end-to-end intelligence, harmonizing data to drive operational efficiency, enhance customer experiences, and reduce risk. Learn more at www.seagullsoftware.com. 

We’re a growing, profitable, mid-size business with a nearly 40-year history of leading in our field.  Headquartered in Redmond, Washington, with offices across the United States, Europe, and Asia, Seagull empowers businesses worldwide to keep their products moving, traceable, and safe.  You’ll work with global, talented, and diverse teams, passionate about what they do and its impact on everyone, everywhere.  Join us and help shape the way the world works. 

LOCATION 

This is an on-site position at our office in Redmond, Washington, USA. Local candidates only, please. You must be authorized to work in the US without the need for visa sponsorship. 

JOB SUMMARY 

The IT Operations Engineer is a strategic technologist responsible for the development, delivery, and optimization of Seagull's Systems and SaaS Applications. They proactively drive continuous improvement by developing and implementing innovative technology solutions, leveraging expertise in IT and Security infrastructure and networking operations. This role demands a critical thinker who independently analyzes Seagull’s systems and SaaS applications, architects' solutions, and implements security best practices to maintain the integrity and availability of the organization's technology.  

WHAT YOU WILL DO 

You will be a trusted technologist and business partner who is responsible for the vision and delivery of innovative technology solutions and services to stakeholders across the organization. You will serve as the primary contact for technical support, managing IT infrastructure and facilities responsibilities, ensuring seamless operations for our SaaS products and internal systems, and providing direct, onsite support to users, including server administration on-premises and in the cloud. Due to the onsite nature of the work, you will manage the office space as well. 

• Systems Management and Optimization: This role involves architecting, implementing, and managing complex IT infrastructure and systems, including on-premises and cloud server environments, to ensure optimal performance and security. The Engineer will proactively identify and resolve systemic issues, develop automation strategies, and implement long-term solutions to enhance system efficiency and reliability. They will also independently evaluate and recommend new technologies and solutions to align with business objectives and drive innovation coordinating with team partners and managers to ensure alignment with overall IT strategy and project goals. 

• Advanced Technical Support, SaaS Product Management, and On-Site Resolution: The IT Operations Engineer will serve as the point of ownership for technical issues, utilizing advanced troubleshooting skills and judgment to perform in-depth diagnostics, analyze root causes, and implement effective solutions to resolve critical incidents. This includes providing expert on-site support to users to directly address hardware, software, and network issues that require immediate attention and cannot be effectively resolved remotely, ensuring minimal disruption to business operations. They will manage incidents via the IT Ticketing System, create and modify user accounts, handle password resets, and configure user workstations within Active Directory, SaaS applications, and Office 365. They will also troubleshoot network connectivity, monitor system performance, assist with server maintenance, and manage hardware and software deployments. They will develop and maintain documentation and a knowledge base for systems and procedures, and provide expert technical guidance and support to users, ensuring minimal disruption to business operations.  Additionally, they will research and implement solutions to resolve SaaS product issues. 

• IT Asset Management, Procurement, and IT Billing: This role includes developing and maintaining IT assets, including inventory control, software licensing, and hardware procurement. The Engineer will evaluate vendor proposals and negotiate contracts to ensure cost-effective and efficient technology procurement and assist in the strategic planning of IT billing practices, coordinating with team partners and managers to align procurement decisions with budget constraints and business needs. 

• Integrated Security and Compliance: The IT Operations Engineer will implement and maintain security best practices (user and server management, networking, hardware, SaaS applications), ensuring compliance with ISO 27001 and SOC 2 standards, conduct security and compliance audits and assessments, and contribute to the strategic planning of both security and compliance procedures established by the security area. 

• Facilities Management and Office Operations: In collaboration with the COO and HR team, the IT Operations Engineer will contribute to the strategic planning and implementation of building security and office operations. 

• Additional Responsibilities: Perform other duties as assigned by management within the scope of the role's overall responsibilities and requiring similar skills and expertise. These duties will primarily involve complex technical and analytical tasks, strategic planning, and project management, consistent with the exempt nature of the position. 

REQUIRED EXPERIENCE, SKILLS & ABILITIES 

• 3+ years of experience in IT systems solutions delivery and advanced technical support, demonstrating a high level of independent judgment and problem-solving skills. 

• Expert-level knowledge of Windows Server, Active Directory, networking, SaaS applications, Office 365 applications, and cloud platforms. 

• Proficiency in JIRA Service Desk and a deep understanding of SLA, SLO, and CSAT metrics. 

• Comprehensive knowledge of security standards like ISO 27001 and SOC 2. 

• Exceptional communication, analytical, and problem-solving skills, with the ability to articulate complex technical concepts to non-technical stakeholders. 

• Ability to work independently and manage IT & Security projects with minimal supervision 

• Ability to work onsite from the Redmond, WA, office at minimum 4 days per week during standard business hours 8 am – 5 pm PT, with strong preference for 5 days per week (Monday-Friday). 

PREFERRED QUALIFICATIONS 

• Expert-level knowledge of operating systems (Windows, Linux, MacOS) and networking skills (TCP/IP, routing, switching, firewalls).  

• Experience with SLA, SLO, and metric based evaluations of systems and teams 

• Experience with JIRA, MS O365, Active Directory 

• Relevant certifications (CompTIA, Microsoft, ITIL, AWS, GCP, Azure, ISO 27001, SOC 2) 

• Strong understanding of cloud platforms (AWS, Azure, GCP) and their networking and system administration components. 

EDUCATION 

• Bachelor's degree or higher in Computer Science, or related field, or equivalent experience. 

COMPENSATION & BENEFITS  

• Compensation for this full-time job is assigned a salary band of $67,000 - $104,000 with a target starting salary between $79,000 - $85,500 and potential for an annual discretionary bonus. The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education or location. 

• Excellent medical, dental, and vision plan  

• 401K with 100% employer matching up to 3% with immediate vesting 

• Accrual of 21 days of PTO (combined vacation and sick days) per year for the first 4 years of employment, with additional accrual increases for years of service 

• 10 paid company holidays per calendar year 

• Company-paid life insurance, short term and long-term disability benefits 

• Tuition-reimbursement benefits 

• Free parking (Redmond office)  

• Fun staff and team-building activities (greater Seattle area) 

• On-site fitness center and deli (Redmond office) 

• Access to trail system (Redmond office) 

TERMS OF EMPLOYMENT 

Upon hire, you must be able to provide documentation that proves authorization to work in the US without visa sponsorship. 

OUR CULTURE 

We offer a dynamic, culturally diverse, and fun environment where people with energy, creativity, and passion work together to deliver amazing product experiences for our customers. Join a team where your background is valued and respected, and your unique insights and ideas contribute to building a culture of diversity, equity, and inclusion.   

EQUAL EMPLOYMENT OPPORTUNITY 

Seagull Software, LLC is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of recruiting and employment.