Senior IT Support Engineer
Provides senior internal IT support for identity, devices, SaaS, and workplace applications while improving automation, AI-assisted workflows, knowledge, and self-service. Requires 5+ years of IT support or related experience and strong troubleshooting and collaboration skills.
About the job
Responsibilities
- Own complex, ambiguous, or sensitive employee technology issues through resolution, coordinating with Identity, Endpoint, Security, Infrastructure, and Enterprise Systems teams when needed.
- Participate in a regular support queue rotation while maintaining dedicated time for service improvements.
- Build and maintain AI-assisted playbooks, automations, triage workflows, knowledge resources, and self-service experiences.
- Improve onboarding, access, device, and software support workflows.
- Identify recurring support problems and create durable improvements to the process, workflow, or service behind them.
- Establish baselines and measure the impact of support improvements, including resolution quality, time to resolution, repeat demand, automation success, and employee experience.
- Help teammates adopt effective support practices and make sound decisions about automation, human review, specialist escalation, verification, approval, access, and privacy controls.
Requirements
- 5+ years of experience in internal information technology support, workplace technology, IT operations, or a related field.
- Ability to troubleshoot complex issues across identity and access, devices, software, SaaS, and workplace applications.
- Experience using ticketing systems, knowledge bases, service catalogs, and support workflows.
- Ability to build or improve workflow automations using tools such as Console, Workato, Tines, or similar platforms.
- Ability to apply AI tools to investigate issues, create knowledge, improve support, or automate routine work while recognizing when human review is needed.
- Experience using support metrics such as resolution quality, time to resolution, repeat demand, self-service completion, and employee feedback.
- Clear technical communication and effective collaboration across teams.
Nice-to-haves
- Basic scripting, API, or technical integration experience.
- Experience with identity and access management, endpoint management, or service-management administration.
- Experience supporting distributed teams across multiple time zones.
Compensation and Benefits
- Annual base salary: $109,000-$153,000 USD.
- Benefits include health, dental, 401(k), paid time off, equity, and applicable incentive programs.
Skills
It Support, It Operations, Identity And Access Management, Endpoint Management, SaaS, Ticketing Systems, Workflow Automation, Workato, Tines, APIs, Scripting, Service Management, Artificial Intelligence
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