About the role
Who We Are Serval is an AI-native automation platform transforming how enterprises operate. We build intelligent agents that understand real-world workflows and execute them end-to-end — replacing manual processes and rigid legacy systems with adaptive, learning software. Founded in early 2024, Serval is already trusted by companies like Fox, Notion, Perplexity, Vercel, Mercor, LangChain, and Verkada to automate high-volume, high-friction operational work across their organizations. At the core of Serval is an agentic AI platform that turns natural language into production-grade workflows. Our agents don’t just respond to requests — they reason, take action across systems, and continuously improve with usage. What began with operational use cases has quickly evolved into a horizontal AI automation layer used across IT, HR, Finance, Security, Legal, and Engineering. Our mission is to eliminate repetitive, manual work across the enterprise and give teams leverage through intelligent automation. Long term, we’re building the universal AI operations layer — a system of agents that sits across business functions and runs the workflows that keep modern companies moving. We’re backed by leading investors including Sequoia Capital, Redpoint Ventures, Meritech, First Round, General Catalyst, Elad Gil, and others, and founded by product and engineering leaders from Verkada. Role Overview As Serval’s Senior IT Engineer, you’ll own and mature our internal IT function—using Serval’s own ITSM platform as your primary toolset. You’ll lead infrastructure projects and keep day-to-day operations running smoothly as the company scales. This is a full-time, onsite role in San Francisco (5 days/week) . This isn’t just an IT role—it’s a chance to help build the future of ITSM. You’ll pressure-test Serval daily in production and feed operational insights directly to Product and Engineering. What you learn on the ground will shape how the product works for IT practitioners everywhere. What You'll Do Lead identity and access infrastructure: SSO consolidation, RBAC design, group-based access policies, and SAML/SCIM provisioning automation for zero-touch onboarding and offboarding at scale. Drive SaaS governance—rationalize the app stack, enforce SSO coverage, and eliminate shadow IT and orphaned licenses before they compound. Standardize device management policies, including contractor device requirements and formalized offboarding access revocation. Own day-to-day IT operations and support: onboarding/offboarding, device lifecycle, MDM, identity systems (Okta, Google Workspace), and internal requests via Slack and in-person. Build and maintain IT automation workflows using Serval for access requests, provisioning, and recurring tasks. Support security and compliance execution: access reviews, device controls, tooling rollouts, and audit evidence gathering. What You'll Need Seasoned and self-directed. 5+ years in IT engineering/operations in fast-paced environments. Proven project ownership. Delivered infrastructure initiatives end-to-end (planning, execution, rollout, and documentation). Deep identity & access fundamentals. Hands-on expertise with Okta and modern auth/provisioning (SAML, SCIM), plus access policy/RBAC design. Automation-minded systems thinker. Connects SSO consolidation, RBAC, endpoint management (macOS, Kandji), and SaaS administration into scalable, zero-touch workflows. Steady under ambiguity. You make sound judgment calls independently, balance long-term projects against urgent operational needs, and communicate directly across the company. Willingness to work fully onsite in San Francisco Nice to Have Experience scripting routine IT tasks (Python, Bash, or low-code tools) Familiarity with zero-trust security models or just-in-time access tooling Startup or high-growth experience where you've built IT processes from scratch Exposure to compliance frameworks (SOC 2, Vanta, access reviews) What We Offer Impact : Be a key player in shaping the success of our product and company. Growth : Build a fundamentally new AI product offering with the support of our experienced team and investors. Grow rapidly with the company. Culture : Join a culture that values innovation, ownership, accountability, and fun.