Senior IT Support Engineer

📋 Description

• Own complex, ambiguous, or sensitive employee technology issues through resolution, coordinating
• Participate in a regular support queue rotation while maintaining dedicated time for service
• Build and maintain AI-assisted playbooks, automations, triage workflows, knowledge resources, and
• Improve onboarding, access, device, and software support workflows.
• Identify recurring support problems and create durable improvements to the process, workflow, or
• Establish baselines and measure the impact of support improvements, including resolution quality

🎯 Requirements

• Bring 5+ years of experience in internal information technology (IT) support, workplace technology
• Troubleshoot complex issues across identity and access, devices, software, software as a service
• Use ticketing systems, knowledge bases, service catalogs, and support workflows to manage and
• Build or improve workflow automations using tools such as Console, Workato, Tines, or similar
• Apply AI tools to investigate issues, create knowledge, improve support, or automate routine work
• Use support metrics such as resolution quality, time to resolution, repeat demand, self-service

🎁 Benefits

• Health and wellbeing: Maternity and parental leave top-up programs, Competitive health benefits
• Growth and future: RSU program for most employees, Retirement matching program, Free 1Password
• Community: Paid volunteer days, Peer-to-peer recognition through Bonusly, Remote-first work