Sr. IT Support Engineer

Joel Hyatt and Lior Delgo founded Globality with a vision to create prosperous and healthy economies, companies, communities, and individuals. In this new era of the Autonomous Enterprise, Globality is on a mission to unleash productivity and purpose through autonomous sourcing and procurement. Leveraging our sophisticated AI, Globality empowers leading global companies to automate their purchasing processes and optimize how they spend their money – improving their profits, advancing their objectives, and extending their impact. Our customers love Globality. You will too.

The foundation of our culture is based off our values: Trust, Collaboration and Innovation. Our goal is to create an environment where each person feels valued and experiences a natural sense of belonging. Not only have we been recognized for our transformational technology, but we’re also humbled to be recognized for the workplace culture we’ve built here. So, we encourage you to bring your work and your life experiences. Bring your problem-solving skills, sure, but don’t forget your joy and passion. Bring the talent that makes you stand out but also bring the communities that ground and support you. We are a greater, more resilient world through the power of us.

Role Summary:

Globality is seeking a dynamic and solutions-oriented Senior IT Support Engineer to join our IT team. In this role, you’ll be a trusted partner to both technical and non-technical teams, expertly managing escalations and resolving complex IT challenges with creativity and precision. Your proactive approach will help ensure our technology environment remains seamless and efficient.

This position is based in our Palo Alto office and requires onsite presence four days per week.

What you will be doing:

• Provide hands-on support and resolve tickets escalated through our service desk system
• Troubleshoot networking issues, including DHCP, DNS, VLANs, and routing
• Manage SLAs, prioritize queues, handle escalations, and ensure timely resolution
• Communicate effectively with business users, translating technical issues into clear explanations
• Administer and support cloud-based platforms and services (Office 365, Azure, AWS, Active Directory, Slack, Okta)
• Perform hardware, networking, and cybersecurity-related support tasks
• Own incidents, tasks, and projects end-to-end; use initiative to drive solutions
• Follow documented processes and procedures; identify and implement improvements
• Balance time, priorities, and communication across multiple stakeholders

What we are looking for:

• Bachelor’s degree in computer science/IT or related field
• Minimum 5 years working in an IT engineering or support role
• Solid troubleshooting skills in networking (DHCP, DNS, VLANs, routing)
• Experience managing ticket queues, SLAs, and escalations
• Hands-on familiarity with service desk and remote support tools
• Strong analytical and problem-solving skills
• Excellent written, verbal, and interpersonal communication
• Proficiency with cloud tech platforms (Office 365, Azure, AWS, Active Directory, Slack, Okta)
• Working knowledge of computer hardware, networking, cybersecurity
• Demonstrated ownership: initiative, accountability, drive
• Strong time management, prioritization, and communication

Preferred Skills:

• ITIL 4 accreditation or experience working with ITIL 4 best practices
• Scripting with PowerShell or Bash
• Experience administering cloud platforms (AWS, Azure, GCP)
• Experience with asset management and CMDB systems
• Deep knowledge of Azure/AWS networking, IAM, VMs, Kubernetes
• Experience with SSO systems, SCIM provisioning, or Okta workflows
• Experience managing mobile device / endpoint platforms (Jamf, ManageEngine, MS Endpoint Manager)

The anticipated annual base salary range for this position is $100,000 - $200,000. Actual compensation may vary based on factors such as experience, skills, and location. This information is provided in accordance with the California Equal Pay Act. We are an equal opportunity employer and participate in the E-Verify program. We are committed to building a diverse and inclusive workplace and do not discriminate on the basis of race, color, gender, sexual orientation, gender identity, religion, national origin, age, disability, or any other protected status.