Senior IT Support Engineer

Job Summary:

The Senior IT Support Engineer at Lunar Energy will be instrumental in delivering exceptional support to our in-office and remote end users,  leading new employee IT onboarding, managing the company’s SaaS platforms and implementing new platforms and IT services in our Mountain View, California office. This is a unique opportunity to make a significant impact and drive substantial change within a dynamic, scale-up environment.

Lunar Energy was founded to transition homes to 100% clean energy—making our electricity greener, our air cleaner and our energy more safe, secure and reliable for all. We’re a fast-growing, global company building the world’s best clean energy products to electrify all homes and connect communities to form clean, resilient virtual power plants.

On a given day at Lunar Energy, you’ll likely..

• Provide comprehensive 1st, 2nd and 3rd line support to colleagues for devices, office network infrastructure and SaaS platform integration issues. This includes maintaining and troubleshooting Windows, macOS, and Linux environments, covering application configurations, updates, and patches.
• Manage the employee IT lifecycle, including equipment procurement (laptops, NUCs, peripherals, etc.), account provisioning, on/offboarding and basic user training.
• Administer SaaS platforms (Google Workspace, Okta, etc.), and maintain Google Meet video conferencing systems in the office.
• Manage problem determination and incident management of network and connectivity issues. Perform operational performance monitoring and analysis of internal networks.
• Collaborate with security, infrastructure, and engineering teams to ensure endpoint compliance and availability. 
• Identify improvements and optimise IT and cross-functional team processes.
• Document solutions, SOPs, and contribute to a robust internal knowledge base for IT support processes.
• Monitor endpoint management and security tools, proactively remediating issues.
• Maintain an inventory/asset management process, ensuring storage cleanliness.
• Lead local or global IT projects such as device refreshes, software rollouts, network upgrades, or automation of common workflows.
• Research, evaluate, and recommend new IT products or services.

Desired skills and experience..

We are looking for a candidate with a strong IT support background and a passion for delivering exceptional service. The ideal candidate will possess a combination of technical expertise, problem-solving abilities, and communication skills.

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent hands-on experience. 
• 5+ years of experience in an IT support role, with at least 2 years handling Tier 1/2 support escalations.
• Excellent communication skills, with the ability to effectively interact with diverse audiences and translate technical information for non-technical users.
• Exceptional customer service skills and a commitment to providing a positive support experience.
• Outstanding attention to detail and a methodical approach to problem-solving.
• A passion for creating solutions and a positive attitude towards change and process improvement.
• Proven ability to work under pressure, prioritize tasks, and manage multiple projects within deadlines.
• Excellent analytical skills and a demonstrated ability to use an informed, evidence-based approach to decision-making.
• Hands-on experience with service management platforms such as Jira Service Management, ServiceNow, or similar ticketing systems.
• Solid knowledge of networking fundamentals (DNS, DHCP, TCP/IP, VPN) and troubleshooting wireless connectivity issues.
• Strong experience with macOS and Windows device support & management (2nd/3rd line level support) and proficiency in Google Workspace and Okta administration.
• Familiarity with MDM solutions (e.g., Intune/Endpoint Manager, Kandji, Jamf).
• Basic network administration skills, including Layer 2 and 3 switching, VLANs, firewalls, VPNs, DHCP, and DNS.
• Ability to lift and move equipment (up to 40 lbs) and support in-office infrastructure as needed

Bonus skills..

• Familiarity with automation tools (e.g., scripting with PowerShell, Python, or Bash) to improve support workflows.
• Understanding of ITIL practices, asset management, and software license tracking.
• Exposure to endpoint security solutions such as SentinelOne, CrowdStrike
• Knowledge of zero-trust environments and security policy enforcement at the endpoint level.
• Relevant certifications such as CompTIA A+, Microsoft 365 Certified, Apple Certified Support Professional, or ITIL Foundation.
• Entra ID & Active Directory, Atlassian suite (Jira, Confluence etc) and AWS Management

Benefits:

We’re dedicated to creating a remarkable employee experience. At Lunar, competitive base pay is one part of our total compensation package. Lunar employees also have the opportunity to become Lunar shareholders by getting equity in a fast-growing company and participating in our employee stock program.

Additional benefits include: 

• Medical, dental, and vision insurance for employees and dependents
• Flexible Paid Time Off plus 10 paid holidays
• Tax deferred 401(k) plan 
• Paid parental leave for all full time employees including 12 weeks paid parental leave for the birthing mother and 6 weeks paid parental leave for the non-birthing parent 
•  Subsidized EV charging and pre-tax commuter benefits

Our DE&I Philosophy: Lunar Energy is an equal opportunity employer. We are committed to attracting, developing and retaining diverse talent by supporting an inclusive workplace. Lunar recruits, hires, trains, promotes, compensates, and administers all personnel actions without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other status protected by applicable law.

Our Compensation Philosophy: Our goal is to ensure that all Lunar Energy employees are fairly compensated. Please note that the salary range information that follows is a good faith estimate for this position provided pursuant to the Pay Transparency for Pay Equity Act for California applicants. The salary range estimate for this position depending on level of experience is $105,000-$140,000 (USD)

The actual offer, reflecting the total compensation package & benefits, will be at the company’s sole discretion, and determined by factors including but not limited to years of experience, job level, geographic location, and other relevant business considerations. The company also reserves the right to amend or modify this job description, employee perks, and benefits at any time.