IT Infrastructure Engineer – AI
We’re UserTesting —the leader in human insight. Our mission is to help organizations craft exceptional customer experiences through fast, actionable feedback.
We empower teams to build the best products and experiences by embedding real human perspectives into every stage of the development process—from ideation to launch. With the world’s strongest participant network, AI-powered analysis, expert services, and seamless integrations, we help companies eliminate guesswork, align stakeholders, and bring customer needs into sharp focus.
Trusted by more than 3,000 organizations worldwide—including 75 of the Fortune 100— UserTesting delivers measurable business outcomes, reduces risk, and helps teams deliver with confidence. Joining our team means being part of a passionate group focused on transforming how companies understand and connect with their customers.
Let’s build experiences people love—together.
Overview
We are seeking a highly skilled and proactive IT Infrastructure Engineer with deep expertise in cloud and DevOps practices and a strong working knowledge of AI tooling and infrastructure. This role sits at the intersection of modern cloud infrastructure engineering and the rapidly evolving AI enablement space. You will play a hands-on IC role in deploying and maintaining the AI tools, agents, hosting environments, and cloud infrastructure that support UserTesting ’s broader AI initiatives, along with other infrastructure and IT responsibilities. Target ratio is an 80/20 split of AI “building” vs traditional cloud infrastructure/IT work.
Key Responsibilities
AI Enablement & Infrastructure
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Set up, configure, and maintain MCP (Model Context Protocol) servers that connect AI systems to internal tools and data sources, including scoping access, managing credentials, and troubleshooting integrations.
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Design, provision, and support hosting environments for internally built AI applications ranging from lightweight PaaS deployments to full cloud infrastructure on AWS/GCP (VPCs, compute, containers, load balancing) depending on the app’s complexity and scale requirements.
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Familiarity with AI features within existing SaaS platforms (e.g., Atlassian Rovo, Slack AI, Okta AI, ChatGPT, Google Gemini)
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Provision and support AI agent / application infrastructure: service accounts, API key management, permissions scoping, rate limit monitoring, and access auditing for agents operating across internal systems and cloud environments.
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Build and maintain CI/CD pipelines and infrastructure-as-code (e.g., Terraform, CloudFormation) to support repeatable, secure deployment of AI-hosted applications and supporting services.
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Maintain documentation for all AI integrations and hosted environments, including architecture diagrams, access maps, runbooks, cost/usage tracking, and troubleshooting guides.
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Stay current on the AI tooling and cloud ecosystem and proactively identify tools, platforms, or integrations that could benefit the IT team or the broader organization.
Cloud Infrastructure & DevOps
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Support the administration of UserTesting ’s IT cloud infrastructure (AWS and/or GCP) and DevOps toolset across the organization as it relates to IT’s AI Infrastructure.
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Become a subject matter expert for AI-hosted platforms, cloud integrations, and supporting infrastructure.
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Monitor uptime, performance, and cost of hosted AI applications; implement alerting and observability (e.g., Datadog, CloudWatch, GCO) to catch issues before they affect users.
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Identify, prioritize, and address technical debt across cloud infrastructure, deployment pipelines, and integrations.
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Partner with other IT System Admins and Engineering/ Security teams to improve reliability, automation, documentation, and supportability of hosted environments.
Support & Collaboration
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Act as an escalation point for complex infrastructure and hosting issues for the IT support team.
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Collaborate with cross-functional teams (Securit