[Hiring] Principal Support Analyst @ATPCO

Role Description

Within the Support Analyst role, you will play a key role in maintaining the stability, performance, and efficiency of our technology environments. You will provide hands-on technical support in diverse areas—from troubleshooting desktop issues (including device management and common software applications) to monitoring and maintaining mission-critical backend systems. Whether supporting core business hours or a 24/7 schedule, you ensure continuous service availability through proactive issue resolution and effective communication.

• Oversee ATPCO’s 24/7 operations strategy, ensuring alignment with organizational goals and industry best practices.
• Provide leadership during critical incidents, coordinating cross-functional teams to ensure swift resolution and minimal downtime.
• Mentor and coach the entire operations team, fostering growth and developing leadership skills within the team.
• Drive the development of long-term operational strategies, focusing on scalability, reliability, and automation.
• Lead efforts to optimize support workflows, improve monitoring tools, and streamline incident management processes.
• Collaborate with senior leadership to align operational objectives with broader business goals, focusing on risk management and operational excellence.
• Champion a culture of continuous improvement, identifying operational inefficiencies and implementing strategic enhancements.
• Serve as a key advisor in shaping ATPCO’s future operational roadmap, providing insights on emerging technologies and best practices.
• Lead the strategic adoption and continuous improvement of automation and orchestration practices, driving operational efficiency and effective resource utilization.

Qualifications

• Experienced leader in 24/7 IT operations and high-availability environments.
• Strong incident management skills with the ability to lead critical issues end-to-end.
• Strategic thinker focused on scalability, reliability, and automation.
• Solid technical background across infrastructure, systems, and end-user support.
• Proven ability to mentor teams and drive operational excellence.
• Experience improving support processes, monitoring, and workflow efficiency.
• Skilled at aligning technical operations with business goals and risk management.
• Data-driven with a focus on performance, uptime, and continuous improvement.
• Effective communicator who can influence stakeholders and senior leadership.
• Passionate about automation, innovation, and proactive problem-solving.

Salary Range

$105,770 - 130,000

*The disclosed range estimate has not been adjusted for applicable geographic differential associated with the US location*

Benefits

• Remote-First Culture – Flexibility to work from home in your country of hire.
• “Leave Your Way” PTO – Take the time you need, when you need it.
• Inclusive, Collaborative Culture – Be seen, heard, and valued.
• 401(k) with Generous Employer Match – Invest in your future.
• Comprehensive Benefits – Medical, dental, vision, & mental health.
• Global Tuition and Gym Reimbursement – Learn and be well on us.
• Standby Flight Program – Explore the world.