IT Support Engineer

Responsibilities

End-User Support

• Triage and resolve hardware, software, networking, and account issues through the ticketing system, Slack, and in-person support.
• Diagnose and resolve issues across macOS, ChromeOS, iOS, Android, Google Workspace, Slack, GitHub, and Atlassian.
• Troubleshoot device enrollment, configuration profiles, and policy enforcement.
• Support access management and employee lifecycle workflows, including onboarding, offboarding, and reorganizations.
• Handle escalations requiring cross-team coordination.
• Participate in an on-call rotation for urgent issues outside business hours.
• Provide hands-on support for user technology, AV systems, conference rooms, and printers.

Communication and Documentation

• Communicate clearly with users of all technical levels.
• Write and maintain internal documentation, including runbooks, how-to guides, and knowledge base articles.
• Identify patterns in support requests and opportunities for automation or systemic solutions.

Operational Improvement

• Streamline onboarding and other high-volume operations as the company scales.
• Contribute to automation efforts.
• Maintain and improve device management, identity, and access systems.
• Use Bash or Python scripting to automate repetitive tasks.

Requirements

• 7+ years of hands-on IT support experience, ideally in a fast-paced or high-growth environment.
• Excellent communication and a genuine service mindset.
• Strong, methodical, curious, and persistent troubleshooting skills.
• Experience supporting macOS endpoints and comfort supporting ChromeOS, iOS, and Android.
• Significant experience administering Google Workspace.
• Experience administering Slack, including workspace management, permissions, and troubleshooting.
• Substantial experience supporting and administering SaaS tools.
• Understanding of identity and access fundamentals, including SSO, MFA, and directory services.
• Familiarity with MDM fundamentals and endpoint management concepts.
• Basic Bash or Python scripting experience for automation.
• Ability to take ownership, manage competing priorities, and improve processes.
• Bachelor's degree or an equivalent combination of education, training, and experience.

Nice-to-Haves

• Familiarity with zero-trust security concepts and endpoint security tooling.
• Networking fundamentals, including DNS, DHCP, and VPNs.
• Experience contributing to IT projects such as migrations, tool rollouts, or process redesigns.
• Experience using AI tools to improve personal or team productivity.

Compensation and Benefits

• Annual salary: $180,000–$230,000 USD.
• The role is based in the San Francisco office with a 4-day-per-week in-office expectation.
• The company sponsors visas for some roles and candidates.