User Success Lead

The User Success Lead is a multi-faceted role focused on developing tools and workflows to improve how our internal teams work. Your primary goal is to analyze regular team tasks and build simple automations to replace manual processes, making daily operations smoother and more efficient. Alongside these projects, you will assist the User Success team in managing and resolving technical help requests for our staff.

This role also includes a unique hands‑on component, providing direct tech support on‑site during the annual Burning Man event in Black Rock City, Nevada.

This is a regular full‑time role, located in Reno, Nevada. Working hours will be based on Pacific Time.

The Final date to receive applications for this role is 5:00 pm Pacific on March 18th, 2026.

The User Success Lead is a multi-faceted role focused on developing tools and workflows to improve how our internal teams work. Your primary goal is to analyze regular team tasks and build simple automations to replace manual processes, making daily operations smoother and more efficient. Alongside these projects, you will assist the User Success team in managing and resolving technical help requests for our staff.

This role also includes a unique hands‑on component, providing direct tech support on‑site during the annual Burning Man event in Black Rock City, Nevada.

You will be joining the User Success Team, a small but mighty crew of four. We are responsible for the technical support for the Burning Man Project organization. As a close‑knit team, we help with all facets of desktop and systems support, system security, and some facilities duties. We rely on teamwork and collaboration to ensure our users’ needs are met.

Our primary focus is supporting approximately 175 year‑round staff members, while also providing some support for external community members accessing our external profiles system and overseeing general help questions. We are a “get it done together” group that values reliability and a shared sense of purpose.

We are looking for a proactive self‑starter who possesses strong technical aptitude and a “figure‑it‑out” mentality. Because this role involves managing systems that house sensitive data, you must operate with high integrity and have a demonstrated ability to respect and protect confidential information with absolute discretion. The ideal candidate may have more raw skill than years of professional experience and is looking for a role where they can learn new systems and technology while making an immediate impact.

You should be someone who enjoys diving into messy processes, identifying where things are breaking down, and building the tools to fix them. If you are passionate about helping teams work smarter and are eager to master new technologies—including the latest in AI and automation—this is a role where you can truly grow.

The User Success Lead is a dynamic, multifaceted role designed for a versatile technologist who thrives on variety and problem‑solving. This position serves as a bridge between technical support and systems development, acting as a key driver for implementing in‑house solutions. Rather than following a rigid path, you will work across various systems to help design, build, and implement workflow solutions that bring order and efficiency to a unique organization.

• Process Architecture & Automation (25%): Identify opportunities to transform disorganized or manual tasks into streamlined, automated workflows. You will use tools like Google Apps Script, Asana, Knack, and Salesforce to build practical solutions that help teams find their rhythm.
• Multifaceted Technical Support (30%): Manage support queues while simultaneously working on long‑term optimization projects. No two days are the same, and you will pivot between administrative tasks and creative technical builds.
• Systems Stewardship(5%): Take ownership of the “health” of our workflows. This includes managing user life cycles (onboarding/offboarding), maintaining data quality, and ensuring our tools (Slack, Google Sites, Intranet) are being used effectively.
• Education &…