IT Support Specialist

Who we are:

Want to make an impact? Join our pack and come work (and play!) with us.

We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them.

Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, San Antonio, Spokane, and remote locations. We’ve got a reputation for being a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies.

At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees.

Our team supports the software and hardware that Rover’s workforce relies on to do their jobs. Our IT environment is 100% cloud-based with no on-premise servers. We have team members in both the US and Spain to support Rover’s international workforce.

We are looking for a hardworking and team oriented IT Support Specialist to join our team in our Barcelona office. The Support Specialist is primarily responsible for providing IT support to Rover's European workforce.

• Ensure Help Desk SLAs and ticket volumes are honored
• Answer, prioritize and resolve incoming Help Desk incidents/requests while providing an outstanding customer experience
• Provide on-site support from our Poblenou Barcelona office, with the option for some occasional flexible work from home.
• Provide software support, e.g. user account management, troubleshooting, installation and configuration
• Provide hardware support, e.g. laptop provisioning/deprovisioning, break/fix for laptops, A/V equipment, and copiers
• Implement and lead AI usage across the company as part of the IT team
• Handle onboard/off-boarding tasks for employee lifecycle in collaboration with HR and our Workplace Experience team.
• Build and maintain internal team documentation
• Participate on special IT projects and initiatives

• 1+ years of corporate IT Help Desk experience
• Experience providing hardware and software support primarily on Macs and some Windows laptops
• Experience administering user accounts in corporate applications such as Okta, Google, and Atlassian products
• Experience using an IT service management system to manage your work, e.g. Jira Service Management
• Experience problem solving basic LAN/WAN networking issues, e.g. wireless performance issues and networking troubleshooting
• Experience with the IT tasks associated with on/off-boarding employees/non-employees
• Ability to be self-directed and work independently as a member of a team
• Strong attention to detail and precision in following set processes
• Thrives in a dynamic environment, demonstrating the ability to adapt to evolving priorities and ambiguous situations.
• Ability to occasionally work evenings or weekends and lift up to 10 pounds
• Fluent in English and able to communicate with vendors in Spanish

• Apple Genius Bar or similar experience
• Experience supporting IT General Controls (ITGC) initiatives related to SOX, PCI, CCPA and/or GDPR regulations
• Knowledge of Linux, iOS or Android troubleshooting
• Familiarity with AI usage in enterprise applications, prompt engineering, etc.

• Qualified for the position and your values align with Rover's Core Values
• A fast learner that can quickly pick up new technologies
• An excellent support specialist who wants to get even better
• A superb communicator
• Good at embracing a problem, but also knows when to seek…