Senior IT Support Engineer

How we’re using AI today

Our Engineering, Product, and Design teams are thoughtfully integrating AI across the full software and product development lifecycle to move faster without sacrificing quality or security. In practice, that looks like engineers using AI-assisted coding tools to accelerate reviews and catch bugs earlier, product managers synthesizing user research at scale, and designers rapidly prototyping and iterating with AI-generated mockups. We approach AI the same way we approach security: with clear principles, human accountability at every consequential decision point, and rigorous evaluation before anything ships to customers.

This is a remote opportunity within the US.

What we're looking for:

• Bring 5+ years of experience in internal information technology (IT) support, workplace technology, IT operations, or a related field.

• Troubleshoot complex issues across identity and access, devices, software, software as a service (SaaS), and workplace applications.

• Use ticketing systems, knowledge bases, service catalogs, and support workflows to manage and improve employee support.

• Build or improve workflow automations using tools such as Console, Workato, Tines, or similar platforms.

• Apply AI tools to investigate issues, create knowledge, improve support, or automate routine work while recognizing when human review is needed.

• Use support metrics such as resolution quality, time to resolution, repeat demand, self-service completion, and employee feedback to evaluate improvements.

• Communicate technical issues clearly, collaborate effectively across teams, and provide thoughtful support during sensitive or ambiguous situations.

Bonus points for:

• Experience with basic scripting, application programming interfaces (APIs), or technical integrations.

• Experience with identity and access management, endpoint management, or service-management administration.

• Experience supporting distributed teams across multiple time zones.

What you can expect:

• Own complex, ambiguous, or sensitive employee technology issues through resolution, coordinating with Identity, Endpoint, Security, Infrastructure, and Enterprise Systems teams when needed.

• Participate in a regular support queue rotation while maintaining dedicated time for service improvements.

• Build and maintain AI-assisted playbooks, automations, triage workflows, knowledge resources, and self-service experiences.

• Improve onboarding, access, device, and software support workflows.

• Identify recurring support problems and create durable improvements to the process, workflow, or service behind them.

• Establish baselines and measure the impact of support improvements, including resolution quality, time to resolution, repeat demand, automation success, and employee experience.

• Help teammates adopt effective support practices and make sound decisions about automation, human review, specialist escalation, verification, approval, access, and privacy controls.