Senior IT Analyst, ASAPP
$100-115k
+ Equity grant + Performance bonus
Office located in Mountain View, CA
AI agents for enterprise contact centers
Job no longer available
AI agents for enterprise contact centers
201-500 employees
Job no longer available
$100-115k
+ Equity grant + Performance bonus
Office located in Mountain View, CA
201-500 employees
Company mission
To solve the toughest challenges in customer services with AI.
Role
Who you are
- 4+ years of IT experience, with a proven track record of supporting executive/leadership teams
- Platform Expertise: Strong proficiency in Jamf (macOS) and Intune (Windows); Jamf 200+ certification (or similar MDM training) preferred
- Automation Mindset: Practical exposure to scripting (Bash/Python), APIs, or low-code tools like Okta WorkflowsIdentity & Access Knowledge: Hands-on experience with Okta and Google Workspace administration in a scaling environment
- Process Driven: A solid understanding of ITSM practices (Incident, Request, Change, and Asset Management).Security First: Experience working within compliance-driven frameworks (SOC2, ISO 27001) where security is a core requirement
- Communication: The ability to translate complex technical concepts into clear instructions for non-technical users
What the job involves
- ASAPP’s IT Services team is intentionally small, highly collaborative, and built for impact
- We’re a lean group of four engineers supporting a fast-moving, security-focused, SaaS-first organization
- The team operates with a high degree of autonomy and ownership
- We’re looking for strong decision-makers who can seamlessly switch between independent execution and close collaboration, prioritize effectively in a dynamic environment, and take responsibility for the why behind the work—not just closing tickets
- This role sits at the intersection of employee experience, automation, lifecycle operations, and executive support
- You will directly influence how ASAPP’s leadership and global workforce experience technology, while helping scale, modernize, and automate IT services
- You should be comfortable owning problems end to end, making sound judgment calls, and partnering closely across Security, Engineering, Workplace, and People teams to deliver simple, scalable solutions
- Deliver exceptional white-glove support for ASAPP’s executive leadership, ensuring high-touch service and minimal downtime
- Act as the primary escalation point for complex technical issues, providing deep-dive troubleshooting for macOS, Windows, and core SaaS platforms
- Optimize the User Lifecycle, managing the end-to-end onboarding and offboarding process with a focus on automation and security
- Drive IT Excellence by maintaining and evolving our internal knowledge base, runbooks, and self-service documentation
- Partner with IT Engineering to identify, design, and implement automated workflows that eliminate manual toil
- Champion Endpoint Security by contributing to initiatives focused on device management, access control, and compliance
- Participate in an on-call rotation to ensure the stability of business-critical operations
Our take
With around 70% of purchases driven by customer experience, call centers are an important part of many large companies' sales operations. But call centers have a problem retaining skilled agents, with high pressure and workloads leading to a turnover rate more than double other workforces. ASAPP is aiming to fix that by providing AI tools to support call center agents by reducing their data entry and reporting workload.
ASAPP is by no means alone in this space, with other startups such as Lang, Gong and Cogito entering the AI call-center market along with growing interest from giants such as Amazon and Google. But it's early start (ASAPP was founded in 2014) and focus on development of its NLP models gives it an edge that it seems set to retain, with a client base consisting of enterprise companies such as JetBlue, EY and American Airlines.
In 2024, ASAPP continued to lead the way in generative AI for contact centers, with the launch of its GenerativeAgent product, redefining customer service by automating 99% of interactions and boosting efficiency and satisfaction. With strong partnerships and a history of success, ASAPP is ready for even more growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2021
$120m
SERIES C
May 2020
$185m
SERIES B
Total funding: $380m
Company HQ
World Trade Center, New York, NY
Leadership
Priya joined ASAPP in 2022 as CTO, moving into the role of President of Technology in 2023, Interim CEO in 2024 and CEO in 2025. Prior to ASAPP, she spent 3 years at Microsoft as a VP of Data & AI and 2 years at IBM as CTO/VP of Applied AI.
Jo-Anne Sinclair
(CLO)Prior to joining ASAPP in 2016, Jo-Anne was an Attorney at Sereno Legal Service and an SVP of Legal at Nuance Communications. She was also on the General Counsel at ScanSoft for 5 years and Caere Corporation for 2 years.
Nirmal Mukhi
(Chief Architect)Nirmal joined ASAPP in 2021 as a Director of Machine Learning Infrastructure. Since then, he has held a number of roles and moved into the role of Chief Architect in 2025. Previously, he served as the CTO at TRANSFR and spent 19 years at IBM, joining as a Software Engineer before becoming a Solutions Portfolio Manager, Development Manager of IBM Watson Education, and Development Leader of Watson Education Platform.
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