Senior IT Support Engineer

Position Summary We're looking for a Senior IT Support Engineer to be the face of IT for our growing team in Cambridge and the senior owner of the end-user technology domain. Reporting to the Head of IT & Infrastructure, you will own the day-to-day end-user experience—device lifecycle, identity and access, conference room and A/V, and Tier 1/2 support across Linux, macOS, and Windows—while also owning the larger cross-functional projects that shape how the whole company works: onboarding at scale, workplace technology buildouts, service-desk maturity, and the tooling and automation behind them. As the senior individual contributor for end-user IT, you are the escalation endpoint and subject‑matter expert in this domain. You operate independently, set the standard for quality, and raise the bar for everyone who touches end-user technology—including the external contractors you direct and the cross‑functional partners you work alongside. This is a hands‑on role for someone who takes ownership of the entire user experience, treats support quality as a product, and connects that work back to Walden Robotics' broader mission. Core Responsibilities Complex Project Ownership (Cross‑Functional): Own complex, cross‑functional projects end‑to‑end: scope, plan, execute, and land initiatives such as onboarding‑at‑scale, conference room and lab buildouts, ITSM/CMDB rollouts, and identity and MDM migrations. Partner across People/HR, Facilities, Security, and Engineering to deliver technology projects that span more than one team, owning the outcome rather than just the IT slice. Build and maintain the end‑user IT roadmap in partnership with the Head of IT; sequence work against business priorities and communicate trade‑offs clearly. Subject‑Matter Expertise & Escalation Endpoint: Serve as the subject‑matter expert and escalation endpoint for end‑user technology across Linux, macOS, Windows, iOS, and Android—the person Tier 1/2 issues resolve to, not away from. Own the hardest device, identity, access, connectivity, and A/V problems; drive root‑cause analysis and permanent fixes rather than repeat workarounds. Communicate clearly across the org—from non‑technical new hires to senior engineering staff—translating technical decisions into plain language and setting expectations with confidence. Escalate genuine Tier 3+ / specialized engineering work to the Head of IT or engineering teams when scope or risk warrants, with a clear hand‑off and recommendation. User Lifecycle: Own the end‑to‑end onboarding experience: ensure new hires have provisioned devices, accounts, and access on day 1, and a smooth first‑week ramp—then improve the system so it scales as headcount grows. Procure, image, and ship hardware on a timeline that beats start dates—not on them. Execute and validate offboardings: account deprovisioning, device recovery, secure wipe, and access removal across all systems. Own the lifecycle process itself; identify gaps, automate where possible, document the new state, and hold the quality bar over time. End‑User Support & Service Management: Serve as the primary point of contact for user issues, and own the health of the overall support function. Own Tier 1/2 support for device, account, access, productivity, connectivity, and conference room issues. Own ticket SLAs, queue health, and reporting; surface patterns, quantify impact, and drive fixes upstream. Build and maintain user‑facing documentation, runbooks, and knowledge base articles, and set the standard others follow. Lead user enablement: new tool rollouts, training sessions, and self‑service guidance. Workplace Technology & A/V: Own the health, support, and improvement of conference room and meeting room technology (Google Meet today, Pexip on the roadmap). Own spec, procurement, installation, and commissioning for A/V in new conference room buildouts, partnering with the Head of IT and integrators. Provide event‑day support for recurring critical meetings (all‑hands prep, exec sessions). Asset & Inventory Management: Maintain accurate device, peripheral, and A/V inventory in the ITSM CMDB and MDM, and own the data‑quality standard for it. Ensure every device is enrolled in MDM (JumpCloud / Fleet) and EDR (CrowdStrike) before deployment. Manage stock of ancillary supplies (cables, adapters, monitors, peripherals) so requests are fulfilled same‑day where possible. Coordinate device refresh, decommissioning, secure data destruction, and e‑waste disposal. Mentorship, Quality & Vendor Direction: Direct the day‑to‑day work of external IT contractors: assign tickets, coordinate scheduled work, review quality against a defined standard, and coach toward it. Raise the quality bar across end‑user IT—through documentation standards, review, and repeatable process—so support gets measurably better over time. Act as a technical mentor and knowledge multiplier for cross‑functional peers and, as the team grows, for future junior IT hires. Escalate scope, performance, or budget concerns to the Head of IT with clear recommendations. Coordinate with hardware, peripheral, and A/V vendors on procurement, RMA, and delivery. Continuous Improvement & Mission Alignment: Identify process weak points and drive Kaizen‑style iteration across onboarding, ticket flow, asset management, and documentation. Collect and act on user feedback; treat support quality as a product to be improved. Prioritize and frame IT work in terms of its impact on Walden Robotics' broader mission—keeping the engineers building robots productive, secure, and unblocked. Contribute to broader IT projects (security tooling, identity, networking) and grow into deeper ownership of them. Required Qualifications 6+ years in end‑user IT support with progressive responsibility, including owning cross‑functional projects and coordinating contractors, vendors, or junior staff. Demonstrated ownership of a complex, multi‑team IT initiative end‑to‑end (e.g., onboarding‑at‑scale, ITSM rollout, identity/MDM migration, or office/A/V buildout). Demonstrated ownership of the new‑hire onboarding experience in a growing organization. Recognized as the go‑to subject‑matter expert for end‑user technology on a prior team. Hands‑on support experience across Linux, macOS, and Windows on the same team. Experience with mobile device support on iOS and Android. Experience with MDM tooling (Fleet, JumpCloud, Intune, JAMF, or similar) including software deployment and policy management. Experience with an identity provider (JumpCloud, Okta, or Azure AD/Entra ID) including SSO, group‑based access, SCIM provisioning, and offboarding workflows. Experience administering Google Workspace. Experience with an ITSM platform (ServiceNow, Jira Service Management, Freshservice, or similar), including SLA tracking and reporting. Experience with a virtualization platform (Proxmox, VMware, or similar). Working knowledge of corporate networking concepts (DHCP, DNS, VLANs, VPN, Wi‑Fi, basic firewall rules). Comfort with scripting (Bash, PowerShell, or Python) for automation, tooling, and one‑off tasks. Clear written and verbal communication across a wide audience, especially with non‑technical staff and senior technical staff alike. Preferred Qualifications Experience supporting highly technical engineering staff (robotics, embedded, ML, or similar). Experience mentoring junior IT staff or directing contractors against a defined quality standard. Experience with Cisco Meraki networking and Fortigate firewalls. Experience with conference room A/V (Logitech, Neat, Crestron, Poly, or similar) and Google Meet / Pexip / Zoom Rooms. Experience with CrowdStrike or another modern EDR. Experience with AWS or another major public cloud (basic IAM, EC2, S3 navigation). Experience with infrastructure‑as‑code patterns and tooling (Terraform, Pulumi, Ansible, or similar) applied to cloud, network, or endpoint configuration. Experience with Tailscale or another zero‑trust / WireGuard‑based remote access tool. Experience supporting environments under SOC 2, ISO 27001, or similar compliance frameworks. Experience in a growth‑stage or early‑stage startup. Experience working alongside AI tooling (Claude, ChatGPT, Gemini) both for personal productivity and supporting end‑users adopting them. Walden Robotics offers a competitive total compensation program, including salary, annual cash bonus, company equity, company‑subsidized insurance programs, 401(k) with company match, flexible PTO, daily lunch, and other benefits. The pay ranges noted on our posts are for salary only. Walden Robotics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to View email address on click.appcast.io. Walden Robotics participates in E‑Verify. If you receive an offer of employment from Walden, you will need to go through the E‑Verify process of digital verification of your employment authorization documents as provided on the Form I-9. Participation in E‑Verify does not limit your right to work and verification will only be completed after you become an employee with Walden Robotics. At Walden Robotics, we envision a world where general‑purpose robots dramatically improve the quality of life for all people—supporting us at home, at work, in factories, on farms, and beyond. To accomplish this, we are building a team of exceptional professionals who combine world‑class technical skills with creative vision, grounded in humility and collaboration. #J-18808-Ljbffr