# Senior IT Support Engineer

**Company:** [1Password](https://hotfix.jobs/companies/1password)
**Location:** Remote
**Role:** IT Support
**Salary:** $109k – $153k/yr
**Experience:** 5+ years
**Skills:** It Support, It Operations, Identity And Access Management, Endpoint Management, SaaS, Ticketing Systems, Workflow Automation, Workato, Tines, APIs, Scripting, Service Management, Artificial Intelligence
**Posted:** 2026-09-04

> 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.

## Job Description

## 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.

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