[Hiring] Email/CRM & Systems Operations Specialist @Helm

Role Description

We're hiring a hands-on operations specialist to provide Monday/Tuesday coverage and surge backup for our email, CRM, and hosting stack. You'll maintain email deliverability, handle day-to-day system checks, triage alerts, provision infrastructure as needed, and support releases with light QA/PR review. This role is practical, fast-moving, and requires strong ownership.

Schedule / Coverage

• Primary coverage: Mondays and Tuesdays
• Additional: on-call-style surge backup as needed (during high-volume periods or incidents)

Responsiveness targets:

• Critical incidents: acknowledge/act quickly; aim for resolution within ~12 hours
• Medium/low issues: resolve within ~24 hours

Core Responsibilities:

• Email Deliverability & Messaging Ops
  • Monitor and maintain internal/external email delivery health
  • Manage SMTP routing and sending infrastructure
  • Ensure compliance with sending limits/quotas and best practices (e.g., Google Workspace, AWS SES)
  • Investigate bounces, complaints, throttling, and deliverability drops; implement fixes
  • Manage and update deliverability/security DNS records (SPF, DKIM, DMARC), plus routing records as needed
• CRM Operations
  • Maintain and troubleshoot CRM messaging workflows (transactional + lifecycle messaging)
  • Implement and test workflow changes safely (staging/production)
  • Support CRM feature requests with operational/config/build assistance (pipelines, UI improvements, lead workflows)
• Systems / Hosting / Infrastructure
  • Perform routine server and hosting maintenance checks (uptime, basic performance, disk, logs)
  • Triage incidents and alerts; coordinate escalation when needed
  • Provision and manage infrastructure for projects:
    • VMs
    • Docker containers
    • Databases
  • Manage DNS and routing beyond email when necessary (tokens/auth-related records, service routing)
• Security / Access / Secrets
  • Manage secrets and API keys across providers (secure storage, access control, rotation practices)
  • Ensure minimal-access principles and safe operational handling
• Release Support / Quality
  • Support code delivery with light QA/acceptance checks
  • Participate in PR review when needed (operational correctness, deployment readiness, acceptance rules)
  • Maintain Git repo hygiene and basic versioning/release processes
• Documentation & Runbooks
  • Keep technical stack documentation accurate and current
  • Maintain/extend runbooks for common incidents and repeatable procedures

Nice-to-Have Skills

• SRE/DevOps mindset: monitoring, incident response, reliability practices
• Familiarity with deliverability tooling and DNS debugging
• Comfort with Docker-based deployments and basic database operations
• Experience supporting teams with release coordination and operational QA

Qualifications

• Proven experience in at least two of: email deliverability ops, CRM operations, systems administration, DevOps/SRE support
• Strong DNS fundamentals (especially for email authentication records)
• Ability to troubleshoot under pressure and communicate status clearly
• Reliable, proactive ownership during coverage days

Requirements

• Stable deliverability with fast detection and remediation of issues
• Alerts are triaged quickly and closed within target windows
• Systems are maintained with minimal downtime and clean operational hygiene
• Smooth support on Mon/Tue and dependable surge coverage when volume spikes
• Documentation and runbooks stay updated as the stack evolves

Working days:

• 3 days and maybe weekends

Working hours:

• On demand (EST)

Salary:

• $10 - $13/hr USD