Senior IT Support Engineer

We're looking for a Senior IT Support Engineer to join our User Services team in Mountain View. This is a hands-on, broad-scope role: you'll be the primary technical resource for our employees—onsite and remote—while also owning the core systems and infrastructure that keep the company running.

Day to day, you'll split your time between resolving support tickets and administering the platforms behind them: cloud and productivity suites, identity management, our endpoint/MDM fleet, and conference room/AV environments, along with procurement and deployment of new hardware. You'll report to the Head of User Services and partner closely with the broader IT team on company-wide rollouts and larger projects.

This is a senior individual-contributor role. We expect you to take full ownership of your areas, drive issues to resolution independently, and set the standard for how we support a fast-growing, highly technical user base. This position requires onsite presence five days per week in Mountain View.

Responsibilities

• Provide technical support for Mac and Windows users, both in-office and remote
• Manage and resolve escalated tickets through our help desk system
• Administer and maintain our endpoint fleet through MDM—enrollment, configuration, policy management, and patching across Mac and Windows
• Serve as our Okta administrator—manage SSO, user provisioning/deprovisioning, app integrations, and access policies
• Administer cloud and productivity platforms including Google Workspace, Office 365, Azure, and Slack
• Troubleshoot networking issues including DHCP, DNS, VLANs, and basic routing
• Handle procurement, setup, and deployment of laptops and workstations for new hires and replacements
• Maintain and troubleshoot conference rooms and AV equipment, including Zoom Rooms
• Manage onboarding and offboarding processes, getting new users up and running quickly
• Track IT assets and keep our inventory system accurate
• Create and maintain documentation for support processes and our internal knowledge base
• Partner with IT team members on larger projects and organization-wide technology rollouts
• Train users on security best practices and new technology

Qualifications

• 5+ years of hands-on IT support experience, including time in both fast-paced startup environments and larger enterprise organizations
• Experience deploying and configuring new tools and systems for large user bases
• Strong troubleshooting skills across Mac and Windows platforms
• Hands-on experience administering MDM platforms (e.g., Intune, ManageEngine, Kandji/Iru, Jamf)
• Hands-on experience administering Okta—SSO, provisioning, and app integrations
• Experience with Google Workspace, Office 365, and Slack administration
• Experience supporting conference room and AV environments, including Zoom Rooms
• Working knowledge of networking fundamentals and basic network troubleshooting
• Experience with cloud platforms (Azure, AWS, or GCP)
• Excellent communication skills—you can explain technical issues to anyone
• Strong organizational skills and ability to juggle multiple priorities
• Proven track record of taking ownership and driving issues to resolution

Preferred Qualifications

• ITIL 4 foundation or familiarity with ITIL best practices
• Scripting experience with PowerShell, Bash, or Python
• Experience supporting Linux workstations or environments
• IT certifications (CompTIA A+, Network+, Microsoft certifications)
• Experience supporting engineering or research teams