Solutions Operations Analyst - Remote Eligible

Solutions Operations Analyst

We're looking for a Solutions Operations Analyst to join our rapidly growing, early-stage startup. This is an internal-facing role: you will partner with Solutions Consulting, Customer Success, Product, Engineering, and Security to configure our product, improve internal processes, and maintain the systems, reporting, and runbooks that help our teams deliver value at scale. You'll be hands-on and have meaningful influence on internal workflows and the product roadmap through well-structured feedback.

You Will

• Support Solutions Consulting and Implementation teams by performing environment configuration, integrations, and data mappings—no direct client interaction.
• Execute key configuration tasks to drive adoption and quality for accounts via internal teams.
• Manage work across multiple internal stakeholders; prioritize effectively and deliver on time.
• Collaborate with Product/Engineering on which requests we should or shouldn't support; provide clear internal recommendations and trade-offs.
• Continuously improve internal post-sales workflows to accelerate time-to-value for our internal teams and programs.
• Create and maintain internal documentation, playbooks, and an up-to-date knowledge base.

Your Responsibilities

• LaunchDarkly Engineering Support
  • Manage and audit feature flags, targeting rules, and controlled rollouts. Validate experiments and partner with ENG for safe rollbacks.
• Ad-Hoc Engineering Support
  • Own escalated technical issues: triage, reproduce, coordinate hotfixes, and communicate updates.
  • Capture and document lessons learned for process improvement.
• AWS Platform Support
  • Collaborate with platform/infra on IAM checks, configuration validation, and service health monitoring. Provide cost and usage insights; escalate against error budgets as needed.
• Punchout/eProcurement Troubleshooting
  • Lead end-to-end debugging of cXML/OCI integrations (headers, mappings, auth, response codes).
  • Coordinate with ENG and Datadog teams for monitoring signals and create durable playbooks.
• Reporting & Insights
  • Build and maintain Salesforce dashboards (renewals, adoption, risk flags).
  • Use Slack access to develop insights, automate reporting, and support client health visibility.
• Access Governance & Security Compliance
  • Maintain least-privilege access for sensitive accounts.
  • Enforce non-contractor access rules and coordinate reviews with Security/IT.

What Success Looks Like

• Faster resolution of escalated technical issues and punchout integrations.
• Reliable, auditable reporting pipelines for CSMs.
• Secure, compliant governance of restricted environments.
• Clear, reusable documentation and playbooks that reduce recurring escalations.
• Reporting for CSMs — Slack: Use full Slack access to develop channel/message-level insights, automate weekly rollups, and maintain a lightweight reporting catalog.
• Access governance for sensitive accounts: Enforce non-contractor access rules for blacklisted clients; review requests with Security/IT, maintain least-privilege controls, and preserve audit evidence.

Qualifications

• Experience as an analyst/associate/project manager supporting key internal stakeholders in B2B SaaS.
• Excellent written/verbal communication and documentation skills.
• Extreme attention to detail; highly proactive and organized.
• Strong data management skills, especially handling large, sensitive datasets in Excel.
• Able to push back constructively while maintaining strong internal relationships.
• Very comfortable with software configuration (deeper technical skills are a plus).
• Willing to do what it takes in a fast-moving, early-stage environment.

Nice to Haves

• Hands-on familiarity with LaunchDarkly, AWS (IAM, networking basics, common managed services), and Datadog (logs/metrics/traces, dashboards, alert hygiene).
• Exposure to punchout/eProcurement (cXML/OCI) data flows and internal/vendor coordination via partner teams.
• SFDC reporting (reports/dashboards) and Slack analytics or approved connectors to operationalize CSM insights.
• SQL for ad-hoc validation; light scripting (Python/JS) for automation.

Perks & Benefits

• Start-up equity
• Health, vision & dental coverage
• Catered lunches & dinners for TO employees
• Team building events & happy hours
• Flexible PTO
• Apple equipment plus home office budget

We're looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!