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 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. 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. Familiarity with AI features within existing SaaS platforms (e.g., Atlassian Rovo, Slack AI, Okta AI, ChatGPT, Google Gemini) 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. 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. Maintain documentation for all AI integrations and hosted environments, including architecture diagrams, access maps, runbooks, cost/usage tracking, and troubleshooting guides. 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 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. Become a subject matter expert for AI-hosted platforms, cloud integrations, and supporting infrastructure. 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. Identify, prioritize, and address technical debt across cloud infrastructure, deployment pipelines, and integrations. Partner with other IT System Admins and Engineering/ Security teams to improve reliability, automation, documentation, and supportability of hosted environments. Support & Collaboration Act as an escalation point for complex infrastructure and hosting issues for the IT support team. Collaborate with cross-functional teams (Security, Engineering, People Ops, etc.) to improve cloud governance, security posture, and AI tool/app hosting adoption. Stakeholder management, this role will act (at times) as a project lead in some capacity. The ability to interact, demo and collaborate with non technical counterparts is critical. Document procedures, system changes, and troubleshooting workflows. Job Description The IT team at UserTesting manages company-wide systems and serves as an integration, automation, and support layer for the company’s many technology initiatives. This role extends that mission into the AI space, with a particular focus on cloud infrastructure. An ideal candidate is someone who can transition between managing our cloud infrastructure and configuring AI tools and systems like custom MCPs, complex agent-based solutions, and hosting environments for internally built AI applications. The person in this role won't operate like a traditional software developer (In house IT focus vs public app focus), but must be comfortable working in technical, cloud-native environments with all that entails from an infrastructure and connectivity standpoint and thinking critically about how IT, AI tools, and hosted applications interact with the rest of the company’s tech stack. This role also has the need for communication skills and doing project and stake holder management work for AI Build / support work with non technical / non IT stakeholders and business owners. Role Requirements Able to work Monday through Friday in the UK / Spain (Barcelona) timezones 5+ years of experience with cloud infrastructure and/or DevOps engineering, ideally with direct AWS and/or GCP experience (compute, networking/VPCs, IAM, storage). Practical experience deploying and hosting applications across cloud infrastructure (AWS/GCP) Hands-on experience with AI Concepts like MCP, AI Agents, and other AI related technologies Strong scripting & automation skills in Python and/or Bash, working knowledge of Git for version control, and comfort with JSON/YAML for config and API work. Experience with containerization (Docker / Podman) and container orchestration (e.g., Kubernetes, ECS, or Cloud Run), including running and troubleshooting containerized services experience with MCP servers or similar tooling a plus. Experience with infrastructure-as-code tooling (e.g., Terraform, CloudFormation, Pulumi) and CI/CD pipelines (e.g., GitHub Actions). Familiarity with API-based integrations managing keys, scoping permissions, reading docs, and troubleshooting connectivity issues. Ability to train and mentor IT staff on infrastructure and DevOps practices as they apply to your role and function. Familiarity with IDP tools like Okta, as well as the concepts of OAuth and SSO from an infrastructure/security perspective. Certifications in cloud or AI platforms are a plus (e.g., AWS, Google Cloud, Anthropic), but demonstrated hands-on experience is valued more highly and be prepared to explain this experience with real world examples. Ability to learn in a constantly shifting environment. We will do our best to manage processes, but the field of AI (and its infrastructure demands) is new and growing. Change is unavoidable. #hp Don’t meet every single requirement but excited about the role? We encourage you to apply. Research shows that some candidates are less likely to apply unless they meet 100% of the qualifications—but you may be exactly who we’re looking for. Diverse perspectives drive innovation, and we’re committed to building a team with a wide range of backgrounds, experiences, and skills. Application Process Meet with a Recruiter Meet the Hiring Manager Participate in a Panel Interview Final Interview (if applicable) Offer Stage Accommodations At UserTesting, we’re committed to creating inclusive and accessible experiences for all candidates. We believe diverse perspectives are essential to building exceptional products and experiences. If you require accommodations or would like us to tailor the interview process to better meet your needs, please contact us at [email protected]. UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives. UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable. We enable enterprises to understand their customers’ perspectives, delivering authentic customer insights quickly and reliably. We are builders and listeners who move fast, think deeply, and act with intention. We operate at the intersection of technology and empathy, helping the world’s leading brands replace guesswork with confidence. Nothing meaningful is built in isolation. Not great products. Not great companies. And not great cultures. We’re creating an environment where curiosity is expected, impact is shared, and human understanding isn’t just what we sell. It’s how we work. The same curiosity and empathy we bring to understanding our customers, we bring to understanding each other. Building better products starts with building a culture where people feel seen, heard, and valued. Community in action: Our Employee Resource and Affinity Groups, including AccessAbled@UT, Black@UT, Hola@UT, LGBTQIA@UT, Women@UT, and others, create spaces for connection, dialogue, and shared learning across our global team. They amplify voices, strengthen leadership, and ensure diverse perspectives shape the decisions we make every day. Learn more here