Guidepoint · 6 hours ago
Operations Engineer
New York, NY
Full-time
Hybrid
Entry, Mid Level
$95K/yr - $135K/yr
1+ years expGuidepoint is a leading research enablement platform focused on empowering clients' decision-making processes. They are seeking an experienced Operations Engineer to manage SaaS platform operations, provide tier-2 support for client-facing systems, and collaborate with various teams to enhance system reliability and operational visibility.
ConsultingFinancial ServicesIndustrialInformation ServicesMarket ResearchTechnical SupportTelecommunications
Responsibilities
Manage operations for critical SaaS platforms (Tableau, Datadog, Freshdesk)
Own configuration, workflows, and automations
Manage vendor licensing (renewals, true-ups) and optimize seat utilization
Administer users, groups, permissions, routing rules, and integrations
Partner with Engineering to design, implement, and maintain integrations
Actively monitor the health of critical systems
Coordinate with vendor support and internal IT to drive issues to resolution
Serve as the point of contact for vendors and internal stakeholders
Triage escalations from Customer Success
Reproduce and isolate issues
Collect logs, user context, and reproduction steps (e.g., Datadog, CloudWatch, Tableau) to accelerate Engineering/vendor resolution
Create and maintain runbooks, FAQs, and internal documentation
Build custom client activity dashboards and reports
Help define alert thresholds and escalation paths for incidents
Support client entitlement renewals and additions
Assist business users with light-touch desktop and software support when needed (installing software, troubleshooting basic issues)
Coordinate with central IT for larger incidents or hardware issues
Collaborate closely with Customer Success, Product, Engineering, and central IT teams
Proactively identify recurring issues and drive them to permanent fixes (not just workarounds)
Some extended availability until 8 pm ET as part of an on-call rotation/coverage plan
Qualification
Required
Bachelor's degree or equivalent experience
1–3 years of hands-on operational experience, supporting and administering critical business SaaS tools
Experience with creating and executing runbooks
Experience with dashboards, metrics, reports, alerts
Fluency with Excel formulas, pivot tables, data connections
Strong documentation habits (runbooks, checklists, user guides)
Proficiency with Python and SQL
Excellent written and verbal communication skills
Demonstrated ability to work independently and in a team atmosphere with minimal supervision
Strong focus on quality, attention to detail, and addressing client needs
Preferred
Experience with incident management
Technical project management skills
Benefits
15 PTO days, 10 legal holidays, and sick days
Comprehensive medical, dental, and vision plans
Will match up to 10% of employee contribution for 401(k), life insurance, paid time-off and parental leave plans
Commuter benefits and a corporate gym rate
Development opportunities through the LinkedIn Learning platform
Free snacks and beverages in the office
Friday happy hour and 'Summer Fridays'
Year-round corporate athletic league
Casual work environment, team building, and other social events
Company
Guidepoint
Guidepoint is a leading expert network which connects business decision-makers and researchers with independent subject matter experts
1001-5000 employees
H1B Sponsorship
Guidepoint has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (2)
2023 (7)
2022 (8)
2021 (1)
2020 (4)
Funding
Current Stage
Late StageLeadership Team
J
John Campanella
Chief Financial Officer
S
Stacy Longo
Chief Operating Officer-US Institutional & Corporate
Recent News
2025-10-09
Company data provided by crunchbase