Thrive

QA Automation Engineer

• Administer, monitor, and troubleshoot Linux systems (primarily Ubuntu) across physical and virtual environments.
• Serve as a Tier 2 escalation point for infrastructure incidents; perform root cause analysis and implement remediation actions.
• Manage and operate virtual machine workloads within HPE Morpheus Enterprise HVM and VMware ESXi, including VM provisioning, lifecycle management, and hypervisor-level troubleshooting.
• Define and enforce standardized build documentation
• Develop and maintain Ansible playbooks for configuration management, OS patching, application deployment, and compliance enforcement.
• Write and manage Terraform configurations for infrastructure provisioning and lifecycle management.
• Enforce infrastructure-as-code best practices including version control and peer review.
• Maintain and update NetBox as the authoritative source of truth for IP address management (IPAM), DCIM asset records, and network topology documentation.
• Integrate Netbox with IaC tools for automation of routine physical equipment commissioning
• Participate in change management processes, ensuring all changes are documented, reviewed, and approved in alignment with Thrive's ITSM standards.
• Perform routine system health checks, capacity reviews, and performance tuning for Linux servers.
• Maintain and improve internal runbooks, technical documentation, and knowledge base articles.
• Collaborate with networking, security, and cloud teams to resolve cross-functional infrastructure issues.
• Participate in an on-call rotation to support critical infrastructure incidents outside of standard business hours.
• Identify opportunities to improve operational efficiency through automation and standardization.

Cloud Engineer – Linux, Automation

Business Analyst

• Rapid response and initial triage of events generated from one of Thrive's monitoring platforms
• Performance reporting through analysis of data as it relates to the device/event generated to identify trends that could lead to possible problems
• Assessment of event impact related to business criticality
• Clear communication to all necessary internal and external parties throughout event triage, ensuring updates are being provided regularly
• Continually follow best practices through the entire technical support process
• Escalation to event management engineer post triage for continued troubleshooting and resolution
• Ability to adjust priorities and balance responsibilities in a fast-paced environment
• Client support and communication inbound and outbound via phone, email, chat, and other approved Thrive communication methods
• Available to work outside of standard hours when necessary or as part of on-call rotation if applicable

Event Management Analyst

DevOps Engineer

• Responsible for the deployment of network infrastructure and services
• Utilize Thrive’s primary networking solutions of Fortinet and Palo Alto firewalls, Cisco, Meraki and Extreme switching and Meraki and Ruckus wireless
• Work will entail product evaluations, upgrade implementations, network expansion, network monitoring and documentation
• Follow established standards while also contributing to both new and established process improvement
• Analyze and document an unfamiliar network environment
• Coordinate with relevant teams in all aspects related to equipment installation, service testing and problem resolution
• Deploy and activate network solutions and internet circuits
• Troubleshoot networking level incidents and provide relevant information to escalation resources
• Work through the project process to drive deployments to a successful outcome

Network Deployment Engineer

Client Partner

• Build strategic relationships with key client stakeholders
• Identify current pain points and desired outcomes affected by services under contract
• Prepare and drive successful contract renewals

Client Delivery Manager

Director

• Responsible for managing the day-to-day operations and support of our core ERP, currently ServiceNow, and related software (the “digital platform”).
• Collaborate closely with peers, senior management, and other business stakeholders to help identify, assess, implement, operationalize, and support digital platform capabilities in support of strategic objectives and operational requirements.
• Manage a global technical team tasked with configuring and supporting the digital platform.
• Provide leadership, guidance, and mentorship to ServiceNow resources, ensuring efficient task completion and adherence to best practices.
• Ensure the health and security of ServiceNow through timely patching and upgrades, QA, change management, and continuous improvement of practices and procedures.
• Lead initiatives to enhance platform functionality, streamline processes, and promote operational efficiency.
• Manage the development of a support playbook with repeatable processes.
• Performance reporting through proactive reviews validating process adherence as well as identification of areas for improvement.

Director, Digital Platform

SDET

• Design, build, and maintain robust automation frameworks and test tooling across frontend and backend systems
• Write clean, efficient, production-quality code to extend test coverage and improve developer productivity
• Build and optimise quality gates within our CI/CD pipelines so issues are caught fast and early
• Partner closely with development teams to identify automation opportunities and bake testability into new features from the start
• Develop and maintain reliable unit, integration, end-to-end, and contract tests
• Conduct code reviews to uphold high standards for automation quality, reliability, and maintainability
• Monitor test performance, flakiness, and coverage, and continuously improve stability at scale
• Contribute to overall test strategy, planning, and process improvement initiatives
• Mentor engineers and champion automation best practices across teams

Test Engineer

System Administrator

• Provide remote support across diverse, multi-tenant environments, handling escalated incidents and complex service requests.
• Perform secondary response and advanced troubleshooting of escalated customer issues.
• Analyze and document unfamiliar client server, workstation, and network environments.
• Support and troubleshoot diverse computing environments across a wide range of business clients.
• Troubleshoot and resolve high-level workstation, server, and network incidents independently.
• Utilize appropriate software utilities and vendor- or application-specific tools to achieve timely resolution.
• Set and manage client expectations throughout the troubleshooting process.
• Develop, document, and help implement client standards based on Thrive best practices.

Systems Administrator, Monday to Friday, 12 PM to 9 PM EST Shift

• Provide remote support across diverse computing environments
• Handle escalated incidents and complex service requests
• Maintain clear client communication throughout the resolution process
• Perform rapid root-cause analysis of incidents
• Troubleshoot and resolve high-level workstation, server, and network incidents independently
• Utilize software utilities for timely resolution of customer incidents
• Document all actions in Thrive’s tools
• Support and guide clients on applications, best practices, and infrastructure standards

Systems Administrator – Monday to Friday, 11 AM to 8 PM EST Shift

Customer Success Manager

• Manage and nurture our community of customers in the GCC region as well as APACi, ensuring their success and satisfaction with our products or services.
• Build, grow and maintain a bustling community through proactive engagement, both on and off-line.
• Facilitate collaborative discussions, Q&A sessions, product workshops and feedback forums.
• Understand customers' critical business needs, goals, pain-points and success criteria.
• Identify and generate advocates across your customer base to become involved in testimonials, case-studies and award certificates.
• Monitor customer health metrics such as usage patterns, satisfaction scores, etc.
• Work closely across multiple teams including sales, marketing & product development to ensure customer success.

Customer Success Manager – MENA, APAC

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

• 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.