Senior IT Operations Engineer (Remote)

Hi, we’re DuckDuckGo, the Internet privacy company for everyone who wants to take back their privacy now. For over a decade, we've been building our all-in-one product, developing new privacy technology, and working with policymakers to make online privacy simple and accessible for all.

Our browsers and extensions have been downloaded over 250 million times with our built-in private search engine, which has delivered over 100 billion searches and is the 2nd largest search engine on mobile in the United States and 17 other countries, including the United Kingdom, Canada, Australia, Germany, Poland, and Spain. Our private search engine is also 3rd in market share in the U.S. and over 20 major markets. Oh, and we've been profitable since 2014, with annual revenue exceeding $100 million!

The DuckDuckGo browser’s uniquely comprehensive privacy protections are used by tens of millions of people to protect their everyday online activities on Mac, Windows, iOS, and Android, from searching to browsing, emailing, and more. We also offer Privacy Pro, a three-in-one subscription service that includes a VPN, Personal Information Removal, and Identity Theft Restoration.

We’re looking for a Senior IT Operations Engineer to help shape our all-in-one privacy solution and join our mission to show the world that protecting your privacy online can be simple.

The Opportunity

In this role, your primary responsibility will be to provide exceptional IT and infrastructure support for all team members. You will work closely with team members of all levels to ensure smooth operations and contribute to the organizations' overall success.

You will have the opportunity to take ownership and be responsible for areas that significantly impact DuckDuckGo's internal infrastructure and continuously improve and maintain them over time. This will involve core service administration (e.g., Exchange, Entra, Office365, etc), building processes and procedures for new services (e.g., MDM), account management responsibilities (including single sign-on (SSO) implementation, provisioning and de-provisioning of accounts), and managing permissions, ensuring everything is secure.

You will join your colleagues in an on-call rotation in which you will triage and resolve team member support requests as they arise. Your creativity and ability to find innovative solutions will be highly valued. You will have the opportunity to create playbooks and documentation to streamline these requests, and build on automations that enhance the experience for the team and expedite their work.

You will be expected to review and evaluate standard procedures and practices related to team member support, identifying areas of improvement and implementing changes that enhance efficiency and effectiveness.

This role and team are vital to ensuring members of DuckDuckGo have the necessary support and resources to perform their roles effectively and efficiently.

What you will bring

• Ability to lead and collaborate on high-impact and complex projects from proposal through post-mortem.
• Critical thinking skills to wrangle vague problems, propose innovative solutions, and execute them with a strong focus on metrics.
• Significant experience (>= 7 years) in IT operations in a medium to large organization (500+), preferably in a remote work environment.
• Experience administering and supporting cloud and SaaS applications such as Office 365.
• Experience deploying and administrating Azure Active Directory/Entra, SSO, and configurations for new service providers/deployments from the IDP.
• Experience deploying and managing device management (MDM) systems for desktop and mobile.
• Ability to troubleshoot on macOS, Windows, Linux, iPhone, Android, and Office 365 remotely.
• Basic familiarity with Linux sysadmin utilities.
• Passion for process improvement, keen attention to detail, and a strong desire to be responsive, proactive, and efficient in addressing support tickets.

How We Will Support You

Our core values -- build trust, question assumptions, and validate direction -- underpin how we work day-to-day and the support we give our team members. We strive to empower our team members to be self-directed and self-