IT Operations Specialist

Behind every smooth demo, fast onboard, and zero-friction workday is someone who made it that way. That's this role.

The Company 

Sendbird is on a mission to build the AI workforce of tomorrow. For over a decade, we built the infrastructure behind conversations—chat, voice, video, messaging APIs—and became the #1 CPaaS platform for in-app communications. 4,000+ brands trust us. 7 billion messages flow through our platform every month. 300 million monthly active users.

We powered conversations for DoorDash, Match Group, Noom, Yahoo Sports, Rakuten, and thousands of others. We were good at what we did. Really good.

We also saw it early: AI would fundamentally reshape how businesses talk to customers. The infrastructure we'd spent a decade building would become commoditized. The value would move up the stack—into intelligence, into experience, into outcomes.

We had a choice: protect what we built, or reinvent ourselves.

We chose reinvention.

In December 2024, we made the full strategic pivot to AI-first customer experience. By February 2025, we'd launched our AI agent for enterprise CX—built on a decade of conversation data, now with intelligence on top. And in November 2025, we rebranded to Delight.ai.

The name says it all. AI's real promise isn't efficiency or cost savings. It's giving customers back something they lost—the feeling of being truly understood and cared for. Not satisfied. Delighted.

The Product 

Delight.ai is the AI concierge for customer experience. Most AI agents forget you the moment the conversation ends. Ours doesn't. Delight.ai builds memory over time, learns preferences, and connects context across every channel—chat, SMS, email, voice, WhatsApp—without losing the thread. We're building AI that makes customers feel understood, seen, and remembered.

Why IT Operations Specialist

We're moving fast. That means our people need their tools to work, no lag, no blockers, no "waiting for something" moments that eat into their day. As Sendbird scales, keeping a distributed, multi-platform workforce running smoothly only gets more complex. We need someone who takes that seriously.

This isn't a passive role. We're building tighter IT infrastructure, strengthening our security posture, and moving toward AI-powered, automated workflows. The person who steps into this role will shape how IT actually runs here, not inherit a finished system, but help continue building one.

The Role 

The IT Operations Specialist owns the day-to-day health of Sendbird's hardware, software, and endpoint environment in the US and UK, and the workflows that keep it all humming. This is an in-office role (4 days/week minimum), because presence matters when someone's laptop dies ten minutes before a demo. You thrive under pressure, communicate clearly, and leave things better than you found them.

You are this person if:

• You get quiet satisfaction from a clean, organized system, and visible frustration when things are held together with duct tape
• You solve the problem in front of you and close the loop so it doesn't come back
• You treat a frantic employee with a broken laptop the same way you treat a calm one, with urgency and without condescension
• You'd rather document a process once and automate it than answer the same question ten times. If AI can handle the repeat, you've already set that up
• You notice things before they break, and you build systems that make sure you do
• You know when to escalate and when to just fix it
• You take security seriously, not as a checkbox, but as a craft
• You use AI as a multiplier, faster triage, smarter documentation, fewer tickets that come back

You need to have:

• Hands-on experience with MDM and Okta administration
• Proficiency managing macOS environments at scale
• Experience with Atlassian products for IT ticketing and workflow management
• Working knowledge of G Suite, Slack, Zoom, and enterprise SaaS tools
• Business-level English communication skills

What you'll actually do:

• Manage Sendbird's full endpoint environment, MacBooks, printers, switches, and firewalls
• Administer Kandji for device management and Okta for identity, including integrating Okta with new software and automating provisioning workflows to reduce manual overhead
• Run the Jira IT help desk: triage tickets, resolve issues, and use AI tooling to surface patterns that point to systemic fixes
• Handle hardware and software procurement, provisioning, upgrades, and decommissioning with clean, AI-assisted documentation at every step
• Provide hands-on and remote troubleshooting across hardware, network, VPN, and software access issues
• Build and refine IT workflows and policies that scale, using automation and AI agents to shift from firefighting to prevention
• Collaborate with the Information Security team to maintain endpoint compliance and a tight security posture, including automated compliance reporting

Added Value:

• In-depth Kandji administration experience beyond standard MDM
• Experience with Okta Workflows for automation
• Experience with Okta's ASA Turbo provisioning module
• Familiarity with workflow automation platforms such as Make, Zapier, or n8n
• Experience using AI tooling for help desk triage, onboarding automation, or compliance reporting
• Comfort using agentic AI tools to draft runbooks, generate ticket summaries, or build lightweight internal utilities

What We Offer Includes (but are not limited to):

• 20 days PTO, 13 paid US company holidays, 7 sick days, 1 volunteer day, plus 2 rest/rejuvenation days and birthday day off.
• Company subsidized medical, dental, vision insurance.
• Flexible Spending Accounts.
• Parental leave.
• Life and disability insurance.
• Be Your Best Self: An annual stipend of $3,500 (prorated after 3 months) for expenses ranging from professional development classes and training, to personality assessments, gym memberships, books, fitness classes, mental health services and massages.

Pay Transparency

For cash compensation, we set standard ranges for all roles based on function, level, and geographic location.  To determine our ranges, we utilize a variety of compensation data benchmarked against similar-stage growth companies.  A reasonable estimate of the current salary range for this role is $114,000.00 - $130,000.00. This range is specific to the San Francisco Bay market.  We consider several factors when making final compensation decisions, including, but not limited to, skill sets, experience and training, licensure and certifications, and other business and organizational needs, which may cause your specific offer to vary from the amount listed above.

Hybrid Work Policy

We offer a hybrid work schedule at Sendbird.  With the values of collaboration and relationship building in mind, we require all employees within an hour's commute range of their local office to gather with their team in the office three days per week as a minimum.  Some of our roles require a more frequent in-office schedule.  Please work with your manager to understand the office time requirements for your position.

What diversity and inclusion mean to us

There is no such thing as a perfect candidate and the best employees come from a wide range of backgrounds, experiences, and skill sets. Sendbird is a place where everyone can learn and grow. We respect, promote, and encourage diversity for equal employment opportunities and encourage you to apply if this role excites you.

Why Sendbird 

We're not optimizing an existing system. We're reinventing how businesses connect with customers, and the internal infrastructure needs to match that pace. If you want to own something real, build processes that last, and work inside a company mid-transformation, this is the place. We move fast. We expect a lot. And we take the work seriously.