IT Support Engineer

About the role The IT Operations team keeps the company running — we make sure every employee can do their best work without friction. We're seeking an IT Support Engineer who combines deep technical skills with a genuine service mindset and sound judgment. The company is growing fast, and our IT operations need to keep pace. That means onboarding at scale, automating repetitive processes (including with Claude), and continuously improving the employee experience. You'll handle support challenges across our primarily macOS environment while contributing to the operational improvements that help us scale. You'll work closely with IT Engineering and Security, with opportunities to grow into more technical infrastructure work over time. Responsibilities End-User Support Triage and resolve issues across hardware, software, networking, and accounts — primarily through our ticketing system, with additional support via Slack and in-person Diagnose and resolve issues across macOS, ChromeOS, iOS, Android, and our core SaaS platforms (Google Workspace, Slack, GitHub, Atlassian) Troubleshoot device issues, including enrollment, configuration profiles, and policy enforcement Support access management and employee lifecycle workflows (onboarding, offboarding, reorgs) 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 & 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, surface recurring issues to the team, and identify opportunities for automation or systemic solves Operational Improvement Help streamline onboarding and other high‑volume operations as the company scales Contribute to automation efforts Maintain and improve device management, identity, and access systems Assist with scripting (Bash, Python) to automate repetitive tasks You may be a good fit if you Have 5-7+ years of hands‑on IT support experience, ideally in a fast‑paced or high‑growth environment Are an excellent communicator who genuinely enjoys helping people solve problems Have strong troubleshooting skills and are methodical, curious, and persistent Have demonstrated supporting macOS endpoints and are comfortable supporting ChromeOS, iOS, and Android Have significant experience with Google Workspace administration Have experience with Slack administration — workspace management, permissions, and troubleshooting Have substantial experience supporting and administering additional SaaS tools Understand identity and access fundamentals — SSO, MFA, directory services Are familiar with MDM fundamentals and endpoint management concepts Have experience with basic scripting (Bash or Python) for automation Take ownership of problems and follow through until they're resolved Think beyond the immediate fix — you ask "why did this happen?" and "how do we prevent it?" Are organized enough to manage competing priorities without things falling through the cracks Propose solutions when you see a process that doesn't scale Are looking to develop deeper technical skills and take on more complex systems administration challenges over time Strong candidates may also Be familiar with zero‑trust security concepts and endpoint security tooling Have experience with networking basics — DNS, DHCP, VPNs, networking fundamentals Have contributed to IT projects beyond day‑to‑day support (migrations, tool rollouts, process redesigns) Have experience using AI tools to improve personal or team productivity Location This role is based in one of our offices (SanFrancisco or Seattle). There is a 4day per week in office expectation. If you will be based out of the Seattle office we expect you to be in‑office 5 days/week. What Makes This Role Unique You'll be joining a high‑impact IT team supporting some of the world's leading AI researchers and engineers. The pace is fast and you'll have real ownership over your work. This isn't a role where you follow rigid scripts — you'll be trusted to use your judgment, improve our processes, and grow with the team. Because we're scaling rapidly, you'll have meaningful opportunities to shape how IT operations work at the company. Compensation Annual Salary: $170,000 – $230,000 USD Logistics Minimum education: Bachelor's degree or an equivalent combination of education, training, and/or experience Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position Location‑based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices. Visa sponsorship: We sponsor visas. If we make you an offer, we will make every reasonable effort to secure a visa for you, and we retain an immigration lawyer to help with this. #J-18808-Ljbffr