Senior Technical Support Engineer

About Roku

Teamwork makes the stream work.
Roku is changing how the world watches TV

Roku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and we've set our sights on powering every television in the world. We pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.

Our IT team is a dynamic group of 18 skilled technicians strategically located across the globe, united by a shared commitment to excellence, innovation, and seamless collaboration. We operate as a tightly knit unit—leveraging time zones to our advantage and ensuring round‑the‑clock support and progress. Each team member brings a unique blend of regional insight, technical expertise, and cultural perspective, enriching our collective problem‑solving capabilities.

From infrastructure management and cybersecurity to application support and cloud solutions, we cover a broad spectrum of IT services with precision and agility.

We are looking for a Senior Technical Support Engineer to provide enterprise‑level assistance to internal teams. In this role, you will diagnose and troubleshoot software, hardware, and network issues across diverse platforms, perform root‑cause analysis, and guide employees through resolution steps. You will triage and prioritize incoming requests, maintain SLAs, and elevate complex incidents to engineering while ensuring clear, timely communication.

You will document fixes, create knowledge‑base articles, and recommend process improvements to reduce repeat issues. You will participate in on‑call rotations, monitor system health, and proactively address emerging problems. Strong problem‑solving skills, stakeholder empathy, and experience with ticketing systems, remote support tools, and enterprise applications are essential.

For Massachusetts only – the estimated annual salary for this position is between $89,000 and $99,000 annually. Compensation packages are based on factors unique to each candidate, including but not limited to skill set, certifications, and specific geographical location. This role is eligible for health insurance, equity awards, life insurance, disability benefits, parental leave, wellness benefits, and paid time off.

• Serve as the initial point of contact for the resolution of issues involving access, computer systems (laptops, desktops, VDI), applications, network, hardware, software, printers, conference rooms
• Monitor the internal Helpdesk Channel and act on requests
• Respond to service requests, incidents, and tasks, following in‑house procedures and escalation processes, utilizing our ticketing system
• Provide support services to Roku employees with a wide range of technical problems and information technology issues, including, but not limited to:
  Microsoft products, cloud conferencing solutions, Adobe products, etc.
• Perform installations, configurations, upgrade tasks, and troubleshooting of operating systems, software, and networking issues
• Troubleshoot research, diagnose, document, and resolve technical issues surrounding Microsoft Windows, MS Office applications, email, VPN, and other special applications
• Responsible for timely problem resolution or escalation on behalf of customers to the appropriate support teams
• Provide support to configure mobile devices and apps (e.g., MFA, Slack, Zoom, Teams)
• Work independently with limited daily instruction

• Minimum 5+ years of IT support experience
• Experience with Mobile Device Management platforms (i.e., JAMF, Intune)
• Experience supporting Atlassian products:
  Confluence, Jira, Jira Service Management, Assets
• Experience with Microsoft SaaS products:
  SharePoint, One Drive, Office 365, Azure
• Microsoft certifications like Network+ or Cisco CCNA are a plus
• In‑depth network concepts and protocols such as RPC, DNS, DHCP, TCP/IP, and the OSI model
• Excellent knowledge of Windows and Mac OS
• Intermediate knowledge of Linux
• Excellent written and verbal…