Lead IT Operations Engineer

SnapStream is a media monitoring, recording, and clipping platform for businesses working with live TV and streaming video. We help organizations harness the power of moments to better connect with their audiences and drive real impact. SnapStream makes it easy for teams across news, sports, entertainment, advocacy, government and corporate communications to quickly find and share video moments, power persuasive storytelling, increase engagement and accelerate rapid response. That's why customers like Politico, The Daily Show, Buzzfeed and The White House love us.

SnapStream Core Values

Our core values serve as our operating system at SnapStream. They shape how we work, who we hire, and why we win. The SnapStream Way is to:

• Be Curious - cultivate a culture of learning & continuous improvement
• Walk in the Customer's Shoes - spend time deeply understanding our customers so you can see the world through their eyes
• Experiment without Fear - experiment boldly and be unafraid to change your thinking along the way
• Be an Owner - have a sense of personal responsibility, sweat the details, and think long term
• Enjoy the Journey...Together - work as one team by respecting, inspiring, and uplifting others

SnapStream is seeking a Lead IT Operations Engineer to serve as our hands on technical leader, owning IT end-to-end and driving reliable, secure systems for the business while acting as the primary escalation partner to our awesome Technical Support team; this role reports to the Head of Operations.

Responsibilities

• Lead SnapStream’s day-to-day IT operations, ensuring reliable, secure access to core tools and services
• Help oversee the health of our cloud infrastructure and data facilities
• Serve as the primary escalation point for customer facing Technical Support, owning environmental issues; networking, identity/SSO, permissions, and infrastructure related problems that require deep technical expertise and driving them to resolution.
• Partner with Engineering/Product on escalations: provide high quality repro steps, logs, timelines, and impact summaries; drive fixes and workarounds
• Own and maintain internal application integrations and automations that keep business data flowing reliably between systems, ensuring accurate, timely information for teams across the company
• Identify recurring issues and implement preventative improvements (automation, tooling, process changes, training)
• Maintain and improve documentation: runbooks, KB articles, escalation playbooks, and internal SOPs
• Participate in an on-call rotation for critical issues, with defined response expectations and ownership of incident triage, vendor coordination, and post incident follow up
• This role will include people management responsibilities, including a small number of direct reports

Requirements

• 5+ years in a technical role providing SME support for infrastructure and networks
• Excellent written, verbal, and interpersonal communication; able to write clear tickets, runbooks, and updates
• Proven ability to manage multiple priorities with strong planning, organization, and follow-through
• Self-directed, proactive, and comfortable operating in ambiguity
• Cloud experience required, preferably AWS (compute, storage, networking, IAM, and monitoring/logging fundamentals)
• Deep knowledge of networking and hardware (DNS/DHCP, VPNs, routing/switching, Wi-Fi, TLS/certs; endpoint/server troubleshooting)
• Strong Windows Server administration and troubleshooting experience, including Active Directory/group policy concepts, DNS/DHCP, user/access management, remote administration (RDP/PowerShell), patching, and diagnosing service/authentication issues end-to-end
• UNIX/Linux skills (shell, services, permissions, log analysis)
• Experience with our core tools: Okta, Google Workspace, Slack, Jira, Freshdesk, CrowdStrike (or similar)
• Periodic on-site presence at our data facilities is required to support infrastructure, networking, and equipment needs
• Able to lift up to 50 lbs (with or without reasonable accommodation)
• Video, streaming, or video transport experience is a significant plus (e.g., RTMP/SRT, multicast, transcoding, captions)

Benefits

We know you’re looking for more than just a job. At SnapStream, we invest in our people by offering a comprehensive benefits package and meaningful opportunities for growth.

• Learn from and collaborate with a talented, focused team
• Be part of building something meaningful with real impact
• Comprehensive health coverage, including medical, dental, vision, FSA or HSA options, life insurance, and disability insurance
• Paid time off and paid parental leave to support work-life balance
• 401(k) retirement plan with company matching
• Enjoy flexibility and collaboration in an intentional, remote-first work environment equipped with the tools and technology you need to succeed
  

SnapStream is proud to be an equal opportunity workplace. We are committed to creating an inclusive workplace and do not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.