IT Support Engineer (Tier 2-3) - Contract

Job Description

Job Description

Description:

Position: This is a contract role reporting into Manager, IT

Location – On-site 5 days per week in Palo Alto, CA

About GondolaBio  

GondolaBio is a clinical-stage biopharmaceutical company focused on developing breakthrough therapeutics for genetic diseases. GondolaBio is an independent sister company to BridgeBio, originally carved out in 2024 after securing $300M in private financing from external investors. GondolaBio aims to leverage cutting-edge biological research to discover, create, test, and deliver transformative medicines to treat patients who suffer from genetic diseases. 

Position Overview:  

GondolaBio is looking for a Tier 2–3 IT Support Engineer to join our growing IT team. This role is the primary escalation point for complex end-user and systems issues — you'll resolve Tier 1 through Tier 3 IT issues, keep our core platforms running smoothly day to day, and build the documentation and process that make future tickets faster to close. You'll work closely with the Manager of IT, picking up meaningful exposure to identity, endpoint, and security tooling along the way.

What You'll Do:

Tier 2–3 Support & Escalations

• Serve as the primary POC for incoming break fix and request tickets.

• Diagnose and resolve complex technical issues spanning Windows and macOS endpoints, network connectivity, and core business applications

• Own tickets end-to-end in ServiceNow, meeting SLA targets and keeping status communication clear for the requester

• Communicate clearly and patiently with non-technical end users, translating technical root causes into plain language

• Document recurring issues, build runbooks, and maintain the internal IT knowledge base so common issues can be resolved faster.

• Identify patterns across tickets and flag recurring or systemic issues to the Manager of IT for longer-term fixes

Identity & Endpoint Support

• Support day-to-day Okta administration — user access, group membership, and basic troubleshooting of authentication issues

• Support Microsoft Intune for endpoint configuration, compliance checks, and device troubleshooting on Windows and macOS

• Update and maintain app packages in Intune, including packaging, version updates, and deployment troubleshooting

• Assist with Microsoft 365 and Microsoft Entra ID (Azure AD) user lifecycle tasks — provisioning, licensing, access changes, and troubleshooting

• Administer day-to-day Zoom support, including Zoom Phone, Rooms, and related integrations

Security Support (Secondary Focus)

• Provide frontline support for Zscaler (secure web gateway) and SentinelOne connectivity/agent issues

• Assist with SentinelOne endpoint alerts — initial triage and escalation to the Manager of IT for anything requiring deeper investigation

• Follow established security procedures and flag anomalies or potential incidents promptly

Requirements:

Preferred Experience:

• Relevant certifications: CompTIA A+/Network+/Security+, Microsoft MD-102 (Endpoint Administrator), Okta Certified Professional, or Zoom certifications

• Experience supporting a biotech, pharma, or other regulated/compliance -conscious environment (SOX, HIPAA, GxP, etc.)

• Exposure to scripting or automation for repetitive support tasks (PowerShell, Python, or Graph API basics)

• Experience with SharePoint and Egnyte administration or troubleshooting

• Prior experience working in a small/lean IT team where you wear multiple hats

• Familiarity with basic networking concepts (DNS, DHCP, VPN, firewall rules) beyond endpoint-level troubleshooting

• Experience contributing to or maintaining a ServiceNow knowledge base or similar ITSM documentation

• A track record of picking up new tools quickly — since this role touches 7+ platforms, adaptability matters more than deep tenure in any one

• Comfortable with leveraging AI tools to research and complete assigned tasks.

The Hourly Pay Rate: $55 hour. The actual compensation offered will be determined based on a number of job-related factors, including experience, skills, qualifications, and location.

GondolaBio ServiceCo is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Employees of BridgeBio and all affiliated companies should work through their managers to inquire about and learn more about this role.