Who We Are

Serval is the AI-native enterprise service management platform that automates the work legacy IT service management tools only track. Our AI agents build the automations that power employee support, then resolve requests against them instantly—helping teams across IT, HR, finance, legal, and beyond automate work within one governed platform.

Companies including Fox, Live Nation, Notion, Ramp, and Lucid Motors run on Serval. Headquartered in San Francisco, we’ve raised $277 million from investors including Sequoia Capital, Redpoint Ventures, First Round, General Catalyst, and Elad Gil, most recently a $150 million Series C at a $3 billion valuation.

We’re building a team that moves quickly, takes ownership, and wants to make a meaningful impact on how the world’s largest organizations work. Come help us build what’s next for enterprise service management.

Role Overview

Serval is hiring a Founding IT Engineer to build the foundation for how IT operates as we scale. This will be our first dedicated IT engineering hire, working closely with our IT Fellow to design the support experience employees rely on every day, the systems underneath it, and the automations that let us grow without adding operational overhead linearly.

What makes this role unique is that our product is IT. You’ll run Serval on Serval — building workflows, automations, and internal systems in the same platform we sell to customers. That means you’ll help shape both our internal IT function and the product itself through real-world use, tight feedback loops, and a high degree of ownership.

We’re looking for someone who has built and scaled internal IT systems in a fast-growing company and knows how to make early infrastructure decisions that create long-term leverage.

What You’ll Do

• Own day-to-day IT operations, including onboarding, offboarding, hardware lifecycle, access requests, escalations, and troubleshooting

• Build a fast, thoughtful, high-trust support experience for the company

• Own conference room and meeting space A/V, including setup, reliability, and support for critical internal and external meetings

• Build self-serve documentation and automate repetitive support work wherever possible

• Own identity and access systems, including SSO, SCIM, group-based entitlements, and privileged access workflows

• Run and improve device management across our macOS fleet

• Administer core business systems including Google Workspace, Slack, 1Password, HRIS, and other internal tooling

• Standardize and scale workplace technology and the A/V stack across our office spaces

• Partner with Security and Compliance to ensure controls are built into how systems are designed and operated

• Automate aggressively using scripting, APIs, and Serval workflows instead of manual admin work

• Help test new Serval capabilities internally and turn what you build into reusable internal playbooks and reference material

What You’ll Need

• 6+ years of experience in IT engineering, IT operations, or business technology

• Experience scaling IT systems in a fast-growing company

• Deep hands-on expertise with identity, device management, and core internal tooling

• Experience with tools such as Okta or Entra ID, Jamf or Kandji, Google Workspace, Slack, and endpoint security platforms

• Strong conference room A/V deployment and troubleshooting experience

• Solid networking fundamentals across DNS, DHCP, VPN, Wi-Fi, and certificates

• Familiarity with compliance frameworks such as SOC 2 and ISO 27001

• Strong judgment, ownership, and communication skills

• Excitement about being onsite in San Francisco five days a week

• Travel to other locations 25% of the time

• Experience building automation with scripts, APIs, workflows, or agentic systems

Nice to Have

• Experience with modern ITSM platforms such as Serval, ServiceNow, Jira Service Management, or Freshservice

• Strong Automation and scripting skills in TypeScript, Go, or Rust

• Experience working with REST APIs, webhooks, and Git-based workflows

• Background at an ITSM, identity, security, or developer tools company

• Infrastructure-as-code experience for corporate systems

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.