Senior IT Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of intricate, unclear, or sensitive employee technology challenges until they are resolved.

• Collaborate with teams specializing in Identity, Endpoint, Security, Infrastructure, and Enterprise Systems as necessary.

• Engage in a regular support queue rotation while allocating dedicated time for service enhancements.

• Develop and sustain AI-assisted playbooks, automations, triage workflows, knowledge resources, and self-service options.

• Enhance workflows related to onboarding, access, device, and software support.

• Identify recurring support issues and implement long-lasting improvements to processes, workflows, or services.

• Set benchmarks and evaluate the impact of support improvements, including resolution quality, time to resolution, repeat demand, automation success, and employee experience.

• Assist team members in adopting effective support methodologies.

• Make informed decisions regarding automation, human review, specialist escalation, verification, approval, access, and privacy measures.

• Report to the Team Lead of IT Support and collaborate with teams across various time zones.

⛳️ Requirements

• A minimum of 5 years of experience in internal IT support, workplace technology, IT operations, or a related field.

• Proficiency in troubleshooting complex issues related to identity and access, devices, software, SaaS, and workplace applications.

• Experience with ticketing systems, knowledge bases, service catalogs, and support workflows.

• Capability to build or enhance workflow automations using tools like Console, Workato, Tines, or similar platforms.

• Skill in applying AI tools to investigate issues, generate knowledge, enhance support, or automate repetitive tasks, while recognizing when human intervention is necessary.

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

• Strong communication skills for articulating technical issues and collaborating across teams.

• Experience with basic scripting, APIs, or technical integrations is a plus.

• Familiarity with identity and access management, endpoint management, or service-management administration is advantageous.

• Experience supporting distributed teams across various time zones is a bonus.

• Must already possess legal authorization to work in the United States; 1Password will not provide work authorization, relocation assistance, or visa sponsorship/transferring.

🏝️ Benefits

• Health benefits

• Dental benefits

• 401(k)

• Generous paid time off (PTO)

• Equity grant

• Incentive programs, where applicable

• Maternity and parental leave top-up programs

• RSU program for most employees

• Retirement matching program

• Free 1Password account

• Paid volunteer days

• Peer-to-peer recognition through Bonusly

• Remote-first work environment

• Travel for in-person engagement, including department-wide offsites, team meetings, and customer/industry events