Description
COMPANY
Parachute Technology is a Managed IT Service Provider. We have a friendly and supportive work environment, with a hands-on leadership. Primary headquarters is in San Ramon, CA.
We are doubling down on automation to improve client experience, reduce ticket volume, and increase technician throughput. You will design, build, and maintain automations across our PSA, RMM, and cloud platforms to streamline workflows, accelerate ticket resolution, and keep client environments compliant and well-configured at scale.
Job Description
- Automation and scripting
- Build and maintain reusable automations in Immybot, PowerShell/Python for Windows, Microsoft 365, Azure/Intune, and common MSP tooling.
- Create event-driven workflows using APIs, webhooks, and iPaaS/RPA (e.g., Microsoft Power Automate, Zapier, Logic Apps).
- Implement self-healing tasks in RMM for alert remediation, patching, software deployment, and configuration drift correction.
Workflow Optimization
- Map current service workflows (incident, request, change, onboarding/offboarding) and eliminate waste via automation.
- Reduce technician touch time by building triage, enrichment, and classification automations in the PSA.
- Automate asset lifecycle tasks: discovery, tagging, baseline config, policy enforcement, and documentation updates.
Platform Engineering and Reliability
- Own configuration hygiene across tenants (baseline policies, hardening, Intune device compliance, Conditional Access).
- Create CI/CD pipelines for scripts and policy-as-code with version control, peer review, and rollback.
- Add observability: logging, metrics, alerting, and dashboards for automation success/fail and ROI.
Data and Integrations
- Integrate PSA, RMM, documentation, and billing systems to ensure single source of truth (SSOT).
- Build data pipelines to surface insights (e.g., ticket drivers, SLA risk, noisy alerts) and prioritize automation backlog.
Governance, Security, and Documentation
- Follow change control, ITIL processes, and least-privilege access.
- Document runbooks, code, and deployment patterns; enable technicians to safely run automations.
Impact and Success Metrics
- Ticket reduction: decrease repeat/noise tickets and auto-resolve a targeted percentage of alerts/incidents.
- Speed: reduce time-to-first-response and time-to-resolution for top incident categories.
- Technician productivity: increase tickets closed per FTE; reduce after-hours escalations.
- Configuration hygiene: increase baseline compliance (M365/Azure/Intune/RMM) and reduce drift.
- Reliability: maintain automation success rate and rollback within defined SLOs.
Requirements
Required Qualifications
- 3+ years in an MSP or similar multi-tenant environment.
- Strong scripting in PowerShell; working knowledge of Python.
- Hands-on with at least one PSA (ConnectWise Manage, Autotask) and one RMM (NinjaOne, N-central, Kaseya, Datto RMM, Intune for device mgmt).
- Microsoft 365/Azure AD/Entra/Intune administration and policy automation experience.
- API experience: REST, JSON, OAuth; building integrations between PSA, RMM, documentation, and monitoring.
- Version control (Git), code review, and basic CI/CD for scripts.
- Understanding of ITIL incident/request/change practices and change risk management.
- Strong documentation habits and ability to translate business requirements into technical automation.
Preferred Qualifications
- Experience with Microsoft Power Automate, Azure Logic Apps, or other RPA/iPaaS.
- Infrastructure-as-code or policy-as-code exposure (e.g., Intune templates, Graph API automation).
- Monitoring/observability tools (e.g., Sentinel, Log Analytics, Splunk, Datadog).
- Security automation: Conditional Access, Defender for Endpoint policies, vulnerability remediation workflows.
- Certifications: CompTIA Network+/Security+, Microsoft MS-102/SC-200/MD-102, ITIL Foundation, relevant RMM/PSA certs.
Example Projects you might own:
- Auto-triage: classify, enrich, and route tickets based on content, device signals, and client priority.
- Self-healing: auto-restart services/processes, clear disk space, fix DNS/NTP, remediate common Windows events.
- Patch orchestration: approval policies with maintenance windows and success verification.
- Onboarding/offboarding: user, mailbox, license, group, device, and access automation with proof of completion.
- Drift control: reconcile device and software inventories, enforce baseline configs, and update documentation automatically.
- SLA risk alerts: proactive signals when SLA breaches are likely based on backlog and priority.
How You’ll Work
- Collaborate with Service Desk, NOC, and Engineering to identify top automation candidates and quantify ROI.
- Run discovery, design, pilot, and production rollout with clear acceptance criteria and success metrics.
- Maintain a transparent automation backlog with business value scoring and regular stakeholder updates.
- Tools you may use here
- PSA: ConnectWise Manage
- RMM/endpoint: ConnectWise
- Microsoft 365/Azure: Entra ID, Exchange Online, SharePoint/OneDrive, Defender, Conditional Access
- Scripting and CI/CD: PowerShell, Python, GitHub/GitLab, Azure DevOps, REWST, Immybot
- RPA/iPaaS: Power Automate, Azure Logic Apps, Zapier/Make
- Monitoring/Logs: Sentinel, Log Analytics, vendor-native tools
Benefits
- Variable Compensation
- HMO Coverage +2 free Dependents from day 1
- 15 PTO days
- Night Differential
- Monthly connectivity and electricity bill reimbursement
- Paid day off for your birthday
- Employee Recognition program
- Equipment provided