Senior Information Technology Support Engineer

The IT Operations team designs, builds, and maintains the corporate technology infrastructure that powers our people and systems. We’re seeking a highly skilled and proactive IT Support Engineer Lead to provide advanced technical support, strategic guidance, and hands-on leadership across our distributed workforce and helpdesk operations.

In this role, you will oversee the deployment, configuration, and optimization of hardware and software solutions while ensuring reliability, security, and scalability. You’ll play a key role in designing and implementing performance enhancements, streamlining IT operations through automation, and guiding the team toward best-in-class service delivery.

Location:
This role requires a hybrid work schedule, with 2-3 days per week in our San Francisco, CA office to foster collaboration and teamwork.

• Lead and mentor the IT support team, setting standards for timely, high-quality technical assistance across macOS, Windows, and SaaS platforms.
• Develop and execute strategies for end-user support, device configuration, and system maintenance to improve reliability and user experience.
• Administer and manage devices using MDM tools such as Intune, Kandji, and Automox, ensuring compliance and security standards are maintained.
• Manage and support critical SaaS platforms including Slack, Microsoft 365, Atlassian, Okta, and Zoom, handling integrations, permissions, and user lifecycle management.
• Configure and maintain core network services (DNS, DHCP), VoIP systems, and conferencing solutions to enable seamless collaboration.
• Collaborate cross-functionally with other teams to identify technical improvements, contribute to architectural decisions, and support organizational initiatives.
• Design and deliver training sessions for employees on software tools, hardware usage, and IT best practices to foster self-sufficiency and adoption.
• Drive automation and process improvement initiatives to increase efficiency and reduce manual intervention across IT workflows.

• 5-8 years of IT support experience in a fast-paced, dynamic environment, including 3+ years in a Lead or Level 2 role.
• Deep expertise with MDM platforms (Intune, Kandji) and endpoint management.
• Strong hands-on skills in hardware, software, and network troubleshooting, with a structured and analytical problem-solving approach.
• Experience managing Microsoft 365, Okta, and other SaaS ecosystems at scale.
• Solid understanding of networking protocols and configuration (DNS, DHCP, VPNs, VLANs, firewalls).
• Demonstrated success in mentoring junior IT staff, managing escalations, and improving helpdesk workflows.
• Familiarity with VoIP and A/V systems configuration and troubleshooting.
• Excellent communication and documentation skills, with the ability to translate technical concepts for non-technical users.
• A mindset focused on security, automation, and continuous improvement.
• Physical requirements:
  
  operate a computer for 8 hours per day; give and receive detailed information through verbal and written communication.