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Technical Operations Analyst



IT, Operations
New York, NY, USA
Posted on Tuesday, July 9, 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 tinkering, optimizing, and troubleshooting our organization’s technical workflows that sit on top of our infrastructure and extend our product’s capabilities. The Tech Ops team is the operational backbone for compassionately improving internal processes and quickly resolving technical issues that impact our users with no ego. You are not only technically proficient but also capable of ensuring the seamless operation of our technical workflows, motivated by reducing complexity, improving how we use third-party services and simplifying implementations. As a Tech Ops Generalist, you’ll be the go-to person for all things related to scalable internal solutions, deploying a mix of technical skill and intuition for what’s simple and efficient.

What We Value

  • Engagement and Curiosity: We are a team that stays actively engaged and perpetually curious. These qualities are vital for driving innovation and for identifying opportunities for improvement in our fast-paced environment.

  • Excellence in Delivery: The quality of our delivery matters. We measure our success by the sustainability and effectiveness of our solutions. Excellence is not just a goal but our standard.

  • Leadership and Ownership: Every member of our team is expected to lead initiatives and take full ownership of their projects. This proactive approach is essential for moving driving projects forward with speed and precision to cut through inefficiencies and deliver the highest value in everything we do.

What You’ll Do

  • Oversee and optimize day-to-day operations of our technical workflows, including call center tooling and contract deployments, to ensure peak performance, simplified processes and system health.

  • Collaborate with Engineering, Product, Implementation and Call Center teams to align technical strategies and operations.

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

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

  • Lead incident response initiatives as a member of the triage on-call rotation, maintaining high uptime and swift resolution of technical disruptions.

What Will Enable You

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

  • Strong capabilities in resolving technical problems and critical thinking.

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

  • Skills in leveraging databases, including SQL or NoSQL databases, and understanding of queries, managing data, and workflow tuning.

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

  • Knowledge of diverse system monitoring and workflow 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.