IT Support Specialist

About Menlo Security

Menlo Security's mission is to enable the world to connect, communicate and collaborate securely without compromise. Our focus is on supporting customers across enterprises, including Fortune 500 companies, major banks, and the Department of Defense.

We are seeking a talented and energetic IT Support Specialist based in our Mountain View office. The role involves providing technical assistance to end-users, troubleshooting issues related to hardware, software, networking, and business applications, and ensuring our global teams remain productive.

• Respond to and manage IT tickets via JIRA IT Service Management, Slack channels, and occasional drive‑bys, according to pre‑defined SLAs.
• Provide exceptional customer service throughout the lifecycle of customer tickets.
• Undertake and document troubleshooting steps with all internal customers.
• Provide remote support; offer on‑site or in‑office support 2–3 days per week and occasionally on short notice.
• Conduct new‑hire onboarding sessions, often remotely, across different geographic locations and time zones.
• Develop proactive support practices through monitoring, incident prevention, and promotion of IT best practices and training.
• Liaise with third‑party suppliers and vendors for IT equipment and software to secure best value and service.
• Install, configure, and maintain hardware and software systems, including Apple Macs, Windows endpoints, virtual machines, printers, servers, operating systems, audio/visual equipment, conferencing systems, and a range of business applications.
• Implement and enforce security measures to protect IT systems and data from unauthorized access, viruses, malware, and other threats.
• Maintain compliance with company security policies.

• 3–5 years of experience diagnosing and resolving complex hardware, software, and networking issues.
• Deep experience with macOS, Windows, and Linux environments.
• Background in security fundamentals, including understanding malware, phishing, and ransomware.
• Familiarity with endpoint management systems such as Jamf and Intune.
• Proficiency with identity and access management (IAM) tools, including Okta and Single Sign‑On (SSO) implementations.
• Understanding of data encryption, access control systems, and authentication methods.
• Knowledge of security frameworks such as ISO 27001, NIST, GDPR, FedRAMP, and others is an advantage.
• Administrator‑level experience with enterprise business applications, e.g., Google Work spaces, Zoom, Slack, Microsoft O365.
• Strong customer‑service skills and the ability to explain technical concepts clearly to non‑technical users.
• Excellent communication and documentation skills with a high degree of attention to detail.
• Collaborative skills with the ability to work comfortably with colleagues at all levels.
• Strong empathy when supporting non‑technical users under time pressure.
• Problem‑solving and critical‑thinking skills, especially under pressure.

Base salary range for this role: $49,000 – $91,000.

Menlo Security offers a competitive total‑compensation package that includes base salary, stock‑based compensation grants, and benefits in accordance with state law.

Menlo Security is an equal‑opportunity employer. All aspects of employment are based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or disability.