IT Support Engineer

📋 Description

• Own new hire onboarding support operations, including Slack-based troubleshooting, Day 1 issue
• Manage the global onboarding support rotation, ensuring regional coverage and readiness, and train
• Lead intake, triage, and escalation of onboarding-related requests through ticketing systems
• Maintain the Computer Setup Guide and onboarding knowledge base, ensuring documentation stays
• Drive onboarding workflow improvements by identifying repetitive issues and piloting low-code
• Track and surface operational metrics on onboarding quality, ticket trends, and support efficiency

🎯 Requirements

• 3+ years in IT service desk, IT support, or onboarding operations with hands-on experience
• Demonstrated ownership of recurring operational processes with proven ability to maintain accuracy
• Experience triaging and resolving issues in ticketing systems (e.g., Jira Service Management) and
• Track record of identifying operational patterns and translating findings into measurable process
• Experience coordinating QA reviews or operational health checks and producing summary reporting
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs

🎁 Benefits

• Total compensation may include equity and bonus eligibility
• Benefits (medical, dental, vision, 401(k))