We9re looking for a Senior IT Support Engineer to join our User Services team in Mountain View. This is a hands-on, broad-scope role: you9ll be the primary technical resource for our employees-onsite and remote-while also owning the core systems and infrastructure that keep the company running.
Day to day, you9ll split your time between resolving support tickets and administering the platforms behind them: cloud and productivity suites, identity management, our endpoint/MDM fleet, and conference room/AV environments, along with procurement and deployment of new hardware. You9ll report to the Head of User Services and partner closely with the broader IT team on company-wide rollouts and larger projects.
This is a senior individual-contributor role. We expect you to take full ownership of your areas, drive issues to resolution independently, and set the standard for how we support a fast-growing, highly technical user base. This position requires onsite presence five days per week in Mountain View.
Responsibilities- Provide technical support for Mac and Windows users, both in-office and remote
- Manage and resolve escalated tickets through our help desk system
- Administer and maintain our endpoint fleet through MDM-enrollment, configuration, policy management, and patching across Mac and Windows
- Serve as our Okta administrator-manage SSO, user provisioning/deprovisioning, app integrations, and access policies
- Administer cloud and productivity platforms including Google Workspace, Office 365, Azure, and Slack
- Troubleshoot networking issues including DHCP, DNS, VLANs, and basic routing
- Handle procurement, setup, and deployment of laptops and workstations for new hires and replacements
- Maintain and troubleshoot conference rooms and AV equipment, including Zoom Rooms
- Manage onboarding and offboarding processes, getting new users up and running quickly
- Track IT assets and keep our inventory system accurate
- Create and maintain documentation for support processes and our internal knowledge base
- Partner with IT team members on larger projects and organization-wide technology rollouts
- Train users on security best practices and new technology
Qualifications- 5+ years of hands-on IT support experience, including time in both fast-paced startup environments and larger enterprise organizations
- Experience deploying and configuring new tools and systems for large user bases
- Strong troubleshooting skills across Mac and Windows platforms
- Hands-on experience administering MDM platforms (e.g., Intune, ManageEngine, Kandji/Iru, Jamf)
- Hands-on experience administering Okta-SSO, provisioning, and app integrations
- Experience with Google Workspace, Office 365, and Slack administration
- Experience supporting conference room and AV environments, including Zoom Rooms
- Working knowledge of networking fundamentals and basic network troubleshooting
- Experience with cloud platforms (Azure, AWS, or GCP)
- Excellent communication skills-you can explain technical issues to anyone
- Strong organizational skills and ability to juggle multiple priorities
- Proven track record of taking ownership and driving issues to resolution
Preferred Qualifications- ITIL 4 foundation or familiarity with ITIL best practices
- Scripting experience with PowerShell, Bash, or Python
- Experience supporting Linux workstations or environments
- IT certifications (CompTIA A+, Network+, Microsoft certifications)
- Experience supporting engineering or research teams
We offer competitive compensation. The base salary range for this role determined based on location, experience, educational background, and market data.
Salary Range: total compensation goes beyond base salary, it also includes a new hire equity grant, annual performance-based equity, and other rewards that recognize your impact and contribution.
$93,000-$130,000 USD
Benefits- Comprehensive Health Care Plan (Medical, Dental & Vision)
- Retirement Savings Matching Program
- Life Insurance (Basic, Voluntary & AD&D)
- Generous Time Off (Vacation, Sick & Public Holidays)
- Paid Family Leave
- Short Term & Long Term Disability
- Training & Development
- Commuter Benefits
- Flexible, hybrid workplace model
- Equity grants (applicable to full-time employees)
