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Technical Operations Analyst



IT, Operations
Washington, DC, USA
Posted on Friday, January 5, 2024

Company Overview

Promise empowers utilities and government agencies to create flexible, affordable solutions for individuals struggling with debt. Our intuitive approach to payment plans and relief distribution leads to improved enrollment and recovery rates that significantly exceed industry standards. As a result, individuals clear their debts more quickly and incur fewer penalties, while our partners experience fewer delinquencies and increased revenue.

At Promise, we prioritize treating people facing financial difficulties with respect and dignity, offering them the necessary tools and resources to thrive. Our team's expertise spans various sectors, with technology specialists from renowned companies like Google, Stripe, and Palantir, as well as esteemed government leaders.

We've successfully secured over $50 million in funding, with backing from prominent investors like 8VC, Kapor Capital, XYZ Ventures, Bronze Investments, First Round Capital, Y Combinator, The General Partnership (previously known as Sweat Equity Ventures), and Howard Schultz. We are honored to have recently been recognized as one of Fast Company's "World's Most Innovative Companies of 2022."

Role Overview

As a Technical Operations Analyst, you’ll be pivotal in managing, maintaining, and troubleshooting our organization’s technical infrastructure. The Tech Ops team is the operational backbone, compassionately supporting client and internal workflows and resolving technical issues that impact our users. You are not only technically proficient but also capable of ensuring the seamless operation of our technical systems, including third-party services and outreach campaigns. As a Tech Ops Generalist, you’ll be the go-to person for all things related to our technical infrastructure, deploying a mix of technical skill and operational intuition.

What You’ll Do

  • Oversee and optimize day-to-day operations of our technical systems, including call center tooling, to ensure peak performance and system health.

  • Collaborate with Engineering, Product, and Client Support teams to align technical strategies and operations.

  • Conduct regular evaluations of internal tools, identifying and addressing issues to boost system efficiency and infrastructure optimization.

  • Efficiently execute manual tasks related to payment plans and outreach.

  • Lead incident response initiatives, maintaining high uptime and swift resolution of technical disruptions.

What Will Enable You

  • Minimum 3 years in configuring and managing third-party services, especially in startup environments, with a focus on system reliability and operational efficiency. Prior experience managing or administrating a CRM or other customer support workflows is preferred.

  • Proficiency in scripting languages like Python, Bash, or PowerShell for automating routine tasks and system administration.

  • Skills in managing databases, including SQL or NoSQL databases, and understanding of queries, database administration, and performance tuning.

  • Experience with API usage for integration and automation between different systems and services.

  • Strong capabilities in resolving technical problems and critical thinking.

  • Knowledge of diverse system monitoring tools and strategies for performance optimization.

  • Track record of adapting to new technical challenges and proactively enhancing operational processes.

Promise is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or military or veteran status. Additionally, the Company complies with applicable state and local laws governing non-discrimination in employment in every jurisdiction in which it operates. Promise is committed to promoting diversity and inclusion in the workplace. We also provide reasonable accommodations to qualified individuals with disabilities, pregnant individuals, and those with sincerely held religious beliefs, in accordance with applicable laws.

Promise engages in US government contracts and restricts hiring to US persons, which includes US citizens and permanent residents (e.g., Green Card holders). Additionally, candidates must reside in the US.