Senior IT Support Engineer

Responsibilities

• Resolve complex issues across SaaS and identity stack (Okta, Google Workspace, Slack, Zoom, MDM, hardware) and represent IT in high-stakes moments including executive support, terminations, and sensitive offboardings
• Own a major operational program such as Day 1 onboarding, executive support, or M&A integration support
• Identify recurring issues, automation candidates, and process gaps; partner with Automation Engineers to ship durable fixes
• Serve as escalation point and mentor for E2/E3 engineers; set the bar for customer interactions and operational discipline
• Partner with Security on access reviews and incident response, with People on the employee lifecycle, and with Finance and ELT on executive support and compliance

Requirements

• Deep hands-on experience across SaaS and identity stack at scale: Okta, Jamf, Intune, Atlassian (Jira), Slack, Zoom, Google Workspace, Microsoft 365, Box, 1Password, DocuSign
• Proficient in conference-room AV (Crestron, Q-SYS, LogiSync, Zoom Rooms) and physical access systems (Cisco Meraki cameras, Brivo)
• Understand identity and the security implications of access changes
• Calm under pressure, empathetic with frustrated users, and professional in high-stakes situations
• Document work, follow change management, verify before closing tickets
• Lead through influence; coach junior teammates and share knowledge proactively
• Use modern tooling and AI (including Claude) as routine part of work; build automations and use AI-assisted workflows
• 5-7 years of IT support, helpdesk, or technical operations experience, with at least 2 years in a senior or lead role at a fast-growing or recently-acquired company

Nice-to-Haves

• Experience with automation and AI-assisted workflows to draft runbooks and debug issues