Location: Remote, with occasional in-person requirements in Palo Alto, CA (Ideally based in NorCal)About the Role:We are seeking a mid-level IT Support Specialist II (Tier 2) to provide hardware, software, and onboarding support across the company. This role serves as the primary escalation point for Tier 1 support, resolving the more complex technical issues that Tier 1 can't resolve, while also offering day-to-day guidance and mentorship to the broader support team. You'll work across a range of enterprise platforms and device management systems, helping ensure a seamless, secure, and productive technology experience for the organization. This role is ideal for someone who thrives in a fast-paced environment, takes ownership of problems until they're solved, and is always looking for ways to improve how the team operates.
You Will:- Provide timely, high-quality technical support to end users across Microsoft, Apple, Atlassian, and Google enterprise environments
- Handle complex technical issues escalated from Tier 1 support, serving as a subject-matter resource for more advanced troubleshooting
- Troubleshoot and resolve issues related to conferencing, collaboration, and communication tools (Zoom, Google Workspace, Slack, Dropbox, and similar cloud-based applications)
- Manage and maintain devices using MDM solutions such as JAMF and Intune, including creating and enforcing policies through tools like Automox
- Implement and maintain endpoint security best practices to protect company devices and data
- Prioritize and manage a queue of support requests with a strong sense of urgency, ensuring timely completion of projects and tickets
- Maintain a high standard of attention to detail, quality, and confidentiality across all support interactions and documentation
- Work independently with minimal supervision, exercising sound judgment on when to escalate
- Proactively identify gaps or inefficiencies in existing IT processes and recommend improvements that elevate the team's standards
- Occasionally travel to or work from our Palo Alto office to support in-person needs, events, or equipment setups
You Have:- Proven experience in an IT support or helpdesk role (3-5 years preferred)
- Experience resolving complex technical issues beyond the scope of Tier 1 support
- Familiarity with Microsoft, Apple, Atlassian, and Google products in an enterprise environment
- Working knowledge of conferencing, collaboration, and communication software, including Zoom, Google Apps, Slack, Dropbox, and other cloud-based applications
- Knowledge of proper endpoint security management and protection practices on devices
- Experience with MDM management solutions (JAMF or Intune) and policy creation using tools like Automox is highly preferred
- A strong sense of urgency and commitment to completing projects and resolving issues in a timely manner
- Excellent attention to detail and a commitment to quality and confidentiality
- The ability to work independently with little direct supervision
- A proactive mindset; you notice opportunities to improve processes and aren't afraid to suggest or drive changes
- Willingness and ability to travel occasionally to Palo Alto for in-person work
Our Benefits (there are more but here are some highlights):- Competitive salary & equity compensation for full-time roles
- Unlimited PTO, company holidays, and quarterly mental health days
- Comprehensive health benefits including medical, dental & vision, and parental leave
- Employee Stock Purchase Program (ESPP)
- 401k benefits with employer matching contribution
- Offsite team retreats
