Provides expert-level technical support for escalated issues involving hardware, software, enterprise systems, and infrastructure.
Leads major incident resolution efforts, coordinating with other IT functions and communicating with stakeholders.
Defines and enforces best practices for support workflows, ticket handling, documentation, and escalations.
Collaborates with engineering, infrastructure, and security teams to align support efforts with systems design and operational goals.
Oversees technical onboarding and lifecycle management for complex user environments and sensitive roles.
Develops internal tools, scripts, or automation to improve support delivery and response times.
Coaches and mentors junior and mid-level support engineers to build technical depth and service consistency.
Tracks and analyzes support metrics to identify trends and proactively reduce incident frequency.
4+ years of progressive IT support or technical services experience
Bachelor’s degree in Information Technology, Computer Science, or related field preferred
Good experience in Okta, Jamf, Intune & Networking
Strong expertise in Windows/macOS administration, endpoint management, Office 365
Experience with automation tools, scripting, and support-related analytics
Exceptional problem-solving, communication, and mentoring abilities
Proven record of owning major escalations, leading support initiatives, and driving service quality
Opportunity to work with some of the smartest minds to solve complex challenges at scale.
Impactful role in shaping and securing a global, cloud-native & AI driven platform.
Innovative, collaborative, and fast-paced culture.
Okta, jamf, intune
Windows/MAC OS administration, end point management
