Thrive

Systems Engineer

• Provide first-contact remote technical support for network, server, and end-user systems
• Accurately create and update support tickets and coordinate communication with engineers
• Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner
• Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents and accurately documenting actions
• Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting methodology
• Ask clarifying questions to fully understand client concerns and escalate issues when required
• Manage daily prioritization, coding, and routing of service incidents and requests
• Follow established best practices for task management
• Set and manage client expectations throughout the troubleshooting process
• Develop strong understanding of Thrive products and their integration into client environments

System Administrator

• Provide remote support across diverse, multi-tenant environments
• Handling escalated incidents and complex service requests.
• Advanced troubleshooting and implementing changes
• Coordinate with other teams and serve as an escalation point
• Maintain clear client communication
• Analyze and document unfamiliar client server, workstation, and network environments
• Support and troubleshoot diverse computing environments
• Perform rapid root-cause analysis of workstation-, server-, and network-level incidents
• Troubleshoot and resolve high-level incidents independently
• Utilize appropriate software utilities for resolution
• Set and manage client expectations throughout the process
• Guide clients on applications and best practices
• Develop, document, and help implement client standards

Systems Administrator

Project Manager

• Own end-to-end delivery of our most complex, high-value and high-risk implementation projects, from scoping through to go-live and beyond.
• Operate with autonomy in ambiguous situations, setting direction and a clear path where one doesn't yet exist.
• Develop detailed project plans, work breakdown structures and resource allocation strategies for projects of significant scale and complexity.
• Gain deep expertise across Thrive's product suite, ensuring technical deliverables meet platform requirements and customer needs.
• Partner with cross-functional teams to establish technical specifications, architecture and design frameworks.
• Lead the technical delivery of LMS implementation projects, ensuring seamless configuration, data migration and third-party integrations (e.g. HR systems, CRM, content libraries).
• Review customer technical requirements, detailed specifications and user stories to ensure clarity of scope and alignment to the needs documented in the statement of work.
• Project manage API setup and testing, automation of user provisioning (e.g. SCIM), and SCORM/xAPI content compatibility testing.
• Oversee UAT cycles and coordinate the resolution of technical defects and feature gaps.
• Serve as the technical bridge between customers and Thrive's Product & Engineering teams to support solution design and feature rollouts within the implementation phase.
• Collaborate with Product and Engineering during implementation to shape features and functionality where client needs impact the roadmap.
• Ensure client feedback from implementation is captured and looped into product iteration discussions.
• Mentor and coach other Project Managers, sharing expertise and lifting the capability of the wider team.
• Act as an escalation point for colleagues facing delivery challenges, helping to unblock and resolve issues.
• Provide clear leadership and direction, fostering a collaborative, motivated and high-performing project environment.
• Develop and continuously improve the PMO's playbooks, templates, delivery standards and ways of working.
• Turn lessons from individual projects into repeatable, scalable practice across the team.
• Champion best practice in project management, driving consistency and quality across all implementations.
• Build strong, trusted relationships with senior customer stakeholders, fostering long-term advocacy.
• Anticipate customer needs and challenges, resolving issues promptly to ensure a smooth onboarding experience.
• Spot expansion opportunities, protect project margin, and flag risks to renewals — seeing the whole account, not just the project.
• Gather and act on customer feedback to continuously improve delivery and outcomes.
• Consistently deliver high customer satisfaction by aligning results with client expectations and success metrics.
• Build and nurture relationships with stakeholders up to executive and sponsor level, ensuring their needs and expectations are met.
• Identify potential risks early and establish robust contingency plans to mitigate their impact.
• Monitor, manage and resolve project risks and issues to avoid delays or disruptions.
• Manage the full lifecycle of change requests, including assessment, authorisation, planning and implementation.
• Deliver regular project updates, status reports and post-project evaluations to stakeholders, including at senior level.
• Maintain clear, detailed project documentation, including plans, meeting notes and artefacts.

Strategic Project Manager

Financial Planning and Analysis

• Investigate customer project needs by working with sales, account managers, and consultants to understand project success criteria and technical requirements
• Perform project plan design to meet the critical path and customer timeframes; employ project charters, RAID Logs, and business requirement documents
• Lead the project by assigning tasks to Engineers and communicating statuses to customers through status update meetings
• Keep project resources on task, maintain project plan data, drive projects to completion, and activate Monthly Recurring Revenue
• Effectively communicate with client technical and non-technical staff by creating digestible project plans that organize tasks into appropriate phases
• Lead meetings, migrations, enrollments, moves, surveys, and cutovers at client sites where appropriate
• Quickly respond to client inquiries and needs by being highly available

Project Delivery Lead, Financial Services

Vice President

• Drive continuous improvement of Project Delivery through data analysis, strategic initiative business cases, and cross-functional leadership
• Monitor and influence company Big Rocks, Objectives, and Key Results to achieve Thrive Goals
• Serve as an internal and external escalation point to ensure projects are delivered in a manner that exceeds client expectations
• Facilitate standardization of project delivery design to communicate effectively, mitigate risk, and meet customer timeframes
• Develop Project Delivery Directors and Managers by communicating Thrive standards, training on new and existing processes, and leading by example

VP, Project Delivery

Operations

• Leading and developing engineering support teams
• Driving operational excellence and engineers’ professional growth
• Acting as the operational owner for day-to-day service performance
• Delivering services that meet or exceed SLAs, KPIs, and customer expectations
• Serving as the main operational contact for assigned clients
• Regularly assessing customer experience and driving action to boost satisfaction
• Tracking and responding to service KPIs and informing decisions with data
• Collaborating with other teams to ensure seamless service delivery
• Maintaining staffing plans and budget alignment

Service Operations Manager

QA Engineer

• Collaborate closely with development teams to identify automation opportunities and improve test coverage
• Develop, maintain, and optimise a robust automation framework across both frontend and backend systems
• Provide training and guidance to developers on writing effective, maintainable automation tests
• Conduct code reviews to ensure high standards for automation quality and reliability
• Monitor test performance and continuously improve coverage and stability
• Contribute to overall test strategy, planning, and process improvement initiatives
• Mentor junior engineers and champion best practices in automation across teams

Quality Engineer – Integrations

Solutions Engineer

• The AI Solutions Consultant is a senior, client-facing AI Subject Matter Expert (SME) responsible for influencing artificial intelligence strategy and technology decisions throughout the sales lifecycle
• Serving as a trusted advisor, this role partners closely with Sales Executives once discovery is initiated, bringing deep AI expertise to validate requirements, shape solutions, and articulate business-aligned AI strategies
• This role plays a critical part in translating AI capabilities into measurable business outcomes
• Leverage deep AI expertise to validate client requirements, design tailored AI and machine learning solutions, and address technical objections, directly contributing to higher sales win rates
• Act as a proactive AI subject matter expert supporting sales executives during discovery, solution design, and validation, accelerating deal cycles and improving buyer confidence
• Architect and position AI solutions across use cases such as intelligent automation, predictive analytics, generative AI, conversational AI, and decision support systems
• Clearly articulate AI value propositions by translating complex technical concepts (models, data pipelines, GenAI architectures) into business outcomes such as efficiency, revenue growth, cost reduction, and competitive advantage
• Guide customers on AI readiness, including data strategy, governance, security, privacy, and ethical AI considerations
• Collaborate with internal product, engineering, and delivery teams to refine AI offerings, ensure accurate positioning, and provide strategic input into AI service roadmaps
• Represent Thrive externally at industry events, webinars, and client-facing initiatives, establishing credibility and thought leadership in AI and emerging technologies
• Mentor and enable sales and technical teams on AI positioning, messaging, and best practices to strengthen internal expertise and drive deal success

AI Solutions Consultant

Security Engineer

• Execution and analysis of vulnerability scans and determining remediation steps.
• Execution and analysis of Penetration Tests (manual and autonomous), writing reports, and delivery of reports to client stakeholders.
• Lead client meetings, offering expert advice and guidance as needed.
• Collaborate with clients to understand their business needs and requirements to best align remediation requirements to business outcomes.
• Creation and ongoing upkeep of materials documenting our security processes, procedures, and technologies, along with the generation of automated reports for relevant stakeholders.
• Update client Security presentations and discuss findings with our clients.
• Maintain a leading edge on security events and techniques to keep our clients aware of new threats and attack techniques.

Security Engineer, Offensive Security

• Take technical ownership of assigned clients, including escalated issues, ensuring resolution of infrastructure- and business-critical problems.
• Perform advanced support and troubleshooting for escalated incidents, including network, server, cloud, business application, and workstation issues.
• Evaluate client infrastructure, systems, software, and processes to identify deficiencies and recommend improvements or projects to meet client needs.
• Lead major incident outages, conduct post-incident reviews, and drive corrective actions, including root cause analysis and documentation.
• Identify systemic and pervasive issues, perform trend analysis, and implement permanent solutions to prevent future problems.
• Design and validate multi-tenant solutions, including identity management, networking, security, disaster recovery, zero trust, hybrid AD/Entra, Intune baselines, conditional access, identity governance, complex networking/firewall policies, SASE/SWG, and SIEM integrations.
• Benchmark, tune, and optimize systems for performance, capacity, and scalability.
• Create and maintain documentation, network diagrams, change control approvals, and knowledge base content.
• Develop and maintain automation and operational tools, including PowerShell modules, RMM policies, deployment pipelines, compliance checks, and monitoring improvements.
• Deliver training, mentor junior engineers, and contribute to team readiness and process improvement initiatives.