Senior Technical Operations Engineer

Job Description

Job Description

About Fogdog IT

Fogdog IT is a San Francisco Bay Area-based Managed Service Provider serving small and mid-sized businesses, typically with 10–100 users. We support both Apple and Windows environments, with particular expertise in the Apple/Mac ecosystem.

We're a small, experienced team that values technical excellence, good judgment, personality, and genuine relationships with our clients and each other. We take our work seriously but believe it's okay to have fun if you get the job done.

Because we're a smaller team, roles at Fogdog aren't confined to narrow lanes. You'll have meaningful influence over how we build, document, automate, and improve our technical operations.

The Role

We're looking for a senior MSP engineer who can own difficult problems, projects, and systems from start to finish.

The Senior Technical Operations Engineer reports to our Director of Technical Operations and serves as a senior escalation point and trusted second point of technical leadership. You'll handle complex technical issues, own projects, and help improve the systems and standards behind our service delivery.

This is not simply a higher-level help desk position. We want someone capable of operating with significant independence and taking real ownership.

What You'll Do

• Own complex escalations across Mac, Windows, networking, security, and cloud environments, involving the Director of Technical Operations when appropriate
• Own technical projects from planning through implementation, client communication, documentation, and handoff
• Serve as a secondary technical owner of core platforms including Kaseya, HaloPSA, Addigy, security tooling, and related systems
• Contribute to our ongoing PSA platform migration and the process and workflow standardization work surrounding it
• Build and maintain useful technical documentation, standards, and runbooks in Hudu so important knowledge is shared rather than concentrated
• Identify opportunities for automation, standardization, and operational improvement, including thoughtful use of AI where it can improve efficiency without compromising security or technical judgment
• Mentor junior engineers and contribute to technical QA and service-delivery improvement
• Communicate directly with clients during projects, escalations, and other complex technical situations
• Participate as needed for after-hours or weekend work for projects, maintenance windows, or significant client needs

What We're Looking For

• Typically 5+ years of progressive MSP or IT services experience with demonstrated Tier 3-level technical depth
• Strong working knowledge of both Apple/Mac and Windows environments
• Experience with MDM platforms such as Addigy, Jamf, or Intune; meaningful Apple device-management experience is strongly preferred
• Working knowledge with RMMs such as Kaseya VSA, NinjaOne, or Addigy
• Experience with PSA platforms such as HaloPSA, Autotask, ConnectWise, or comparable systems
• Experience with Microsoft 365, Google Workspace, networking, identity and access management, endpoint security, and modern cloud environments
• Experience independently resolving complex technical issues and taking technical projects through completion
• Strong troubleshooting instincts and the ability to research unfamiliar problems, exercise good judgment, and know when escalation is appropriate
• Detail oriented documentation drafting and review capabilities
• Strong Client-facing and internal communication skills with both Senior and Junior employees
• Experience mentoring or providing technical guidance to other engineers; technical-lead experience is a plus, but people-management experience is not required

Who Will Thrive Here

You take ownership. You don't need every next step defined for you, and you're comfortable saying, "I've got this." You also have the judgment to know when collaboration or escalation is the better answer.

You enjoy solving difficult technical problems, but you don't believe good IT should depend on heroics. Good systems, documentation, automation, shared knowledge, and good people prevent most heroics from being necessary.

And you genuinely like working with people. Our clients know us personally. Technical credibility matters here, but so do patience, personality, curiosity, and the ability to explain complex things without making them unnecessarily complicated.

Location & Work Environment

Fogdog is based in the San Francisco Bay Area, but we're flexible about where the right person lives.

We're open to candidates in the Bay Area as well as select Western U.S. markets where regular travel to Northern California is practical.

For candidates outside the Bay Area, periodic in-person presence will be expected—generally several times per year, and potentially as often as monthly depending on projects, client needs, and team priorities. Required travel from outside of the Bay Area will be company-paid.

For Bay Area candidates, this is not a traditional office-based position, it’s closer to remote. Most work can be performed from home, with in-person participation based on client, project, and team needs.

We care much more about finding the right person than where they happen to sit every day.

Compensation & Benefits

• $115,000–$125,000 salary , depending on experience
• Performance-based bonus opportunity
• Paid time off (PTO)
• Medical coverage
• Vision and dental available on an employee-paid basis
• 401(k) with employer match
• Company-paid travel when Bay Area presence is required

Growth at Fogdog

The right person will have the opportunity to take increasing ownership of technical systems, projects, standards, and operations, with a path toward broader technical leadership and, where there's mutual interest, people leadership over time.

We're looking for someone who wants more than the next rung on an IT career ladder—someone who wants to become an important part of a small technical organization, help shape how it operates, and grow along with it.