IT Business Partner

About Hightouch

Hightouch is the Agentic Marketing Platform that helps brands turn customer data into action. By bringing brand context, customer insights, and performance history together in a single composable CDP, we give marketing teams the tools to build and launch end-to-end campaigns independently. We’re moving beyond legacy systems to create AI-driven marketing that actually delivers results.

Since our founding in 2019, we’ve been headquartered in San Francisco and focused on helping teams analyze performance and spark new ideas at a pace that was once impossible.

Our mission is simple: we help customers use data and AI to grow. We’re an ambitious, impact-driven team that values humility and kindness above all else. If you’re motivated by speed, high standards, and working alongside people who genuinely care about each other and their customers, we’d love to have you join us.

About the Role

We're looking for our first IT Business Partner to help run IT operations and be the face of IT across the company. You'll start close to the ground — working tickets, supporting a remote, geographically distributed team, and understanding where people get stuck. This is not a technician role closing tickets all day; rather this is a strategic role focused on elevating the employee experience and enabling the business. You will be tasked with bringing ticket volume down and utilizing systems to do the heavy lifting. You'll work closely with our IT Engineer to push more of our support load onto AI-driven ticketing and self-service, so the team spends its time on the problems that actually need a person. Over time, this role grows from "the person who fixes it" into "the person who makes sure it rarely breaks in the first place," and into a real business partner to the teams you support.

What You'll Do

• Support a remote, distributed workforce directly — respond to tickets, troubleshoot hardware and application issues, and build a positive experience for our employees

• Focus heavily on the employee experience - through the whole lifecycle from onboarding to offboarding. Your job is to make IT the enabler of the business

• Own and continuously tune our AI-powered ticketing system building out automations, self-service flows, and knowledge base content that resolve issues without a human

• Track what's actually generating ticket volume and use that insight to fix root causes — bad docs, missing automation, a tool that's confusing by default. Not just resolve the ticket but actually solve the problem

• Gather data, synthesize information, and identify trends to improve processes and experience

• Administer Google Workspace and manage day-to-day user access and configuration across our SSO environment (Okta), in partnership with our IT Engineer