Support Engineer II

Warby Parker is on the lookout for a well-rounded Support Engineer to join our Technology Services team. Our team focuses on identifying the root causes of recurring operational challenges and building tools that empower users to self-solve. As our organization has grown, we’ve successfully reduced the volume of incoming support requests year over year. Now, we’re seeking someone with the technical expertise to help us design smarter, more sustainable support systems.

Our ideal candidate is a big-picture thinker with a passion for problem-solving. They excel at deploying scalable solutions across our fleet of approximately 4,500 iOS devices, 500 macOS devices, 2,000 Chrome

OS devices, and 250 Windows devices. They thrive in collaborative environments, working closely with stakeholders to engineer tools and processes that enhance productivity. Sound like you? Read on!

• Design and implement scalable solutions to improve our SaaS ecosystem, leveraging SaaSOps best practices
• Develop and refine automation for user lifecycle management, reducing manual toil
• Identify trends in recurring requests and engineer innovative tools and systems to reduce ticket volumes
• Collaborate with cross-functional teams to enhance internal tooling and deliver a best-in-class user experience
• Partner with the Security Operations team to improve our security posture through engineered solutions
• Engage with New Store Opening Team to ensure proper turnover of new retail store locations
• Ensure business continuity by implementing resilient network systems and addressing outages in retail locations
• Investigate and resolve complex infrastructure and networking issues, contributing to continuous improvement initiatives
• Translate complex systems into clear, user-friendly documentation and training materials
• Lead projects from research and testing through deployment, ensuring solutions align with organizational goals
• Participate in a seven-day, on-call rotation for after-hours support

• 1+ years of experience in roles such as Technical Support Engineer, Desktop Support Engineer or similar, with a focus on scalable solutions and 1+ years in a customer-facing service role
• Proficient in Jamf Pro and G Suite administration, and experienced in managing Windows, Linux, macOS, and Chrome
  
  OS environments
• Familiarity with network protocols such as DNS, DHCP, VPN, and TCP/IP
• Skilled in diagnosing and addressing technical and networking issues using industry-standard methodologies
• A clear communicator who can simplify technical concepts for diverse audiences
• Resilient and resourceful, capable of learning from failure and iterating quickly
• Advanced knowledge of Windows management, including Active Directory (AD), MDM, and GPOs
• Certifications in Cisco, Jamf, G Suite, ITIL, or Microsoft technologies
• Comfortable working with PaaS providers and contributing to their optimization
• Experience with building monitoring and alerting systems or CI/CD pipelines

• Health, vision, and dental insurance
• Life and AD&D Insurance
• Flexible vacation policy
• Paid Holidays
• Retirement savings plan with a company match
• Parental leave (non-birthing parents included)
• Short-term disability
• Employee Assistance Program (EAP)
• Bereavement Support
• Education Reimbursement
• Free eyewear
• And more (just ask!)

New York Pay Range: $65,625 USD - $75,000 USD

Warby Parker, in good faith, believes that the posted salary range is accurate for this role in New York at the time of posting. Warby Parker may pay more or less than the posted range based on factors such as relevant experience and skills, qualifications and location, among others. This range may be modified in the future. In addition to base salary, this role is also eligible to receive an equity bonus as part of the total compensation package.

Details and eligibility will be discussed during the application process.

Warby Parker is proud to be an equal opportunity employer. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, military status, or any other applicable legally…