IT Support Engineer

Description

The company builds identity trust infrastructure for the digital economy, verifying 100% of legitimate identities in real time and stopping fraud early.

Its work affects businesses, governments and millions of people daily.

The team wants people who take on heavy responsibility, move quickly, reason carefully and own customer problems.

As IT Support Engineer you are the main IT contact for the San Francisco office and a core member of the wider IT group. You fix end-user problems on macOS and Windows, keep the collaboration tools running, and look after office AV and the device lifecycle. You close most tickets on your own, escalate when needed, and document and automate fixes so issues stay solved.

Responsibilities

• Close requests and incidents from start to finish across hardware, software, access and collaboration, meeting SLA targets and keeping requesters informed.
• Offer in-person desk support to staff at every level, including executives, in the SF office, and remote help for distributed teams.
• Set up, enroll, deploy, repair and retire Macs and peripherals through MDM tools such as Jamf or Intune, including device onboarding and offboarding. VDI experience is a plus.
• Handle routine Okta and Google Workspace work: MFA and FastPass setup, lockouts, group and app access, and shared drive permissions, applying least-privilege rules and approvals.
• Troubleshoot Google Workspace, Slack and Zoom for users, covering accounts, calendars, sharing and meetings, and pass platform faults up with clear detail.
• Maintain conference room AV, including Zoom Rooms or similar systems, handle first-line Wi-Fi and wired network checks, and work with other engineers on escalations.
• Keep hardware inventory accurate from purchase through deployment to return or disposal.
• Write knowledge base articles, spot repeat ticket patterns, script or automate routine tasks, and propose root-cause fixes rather than workarounds.

Requirements

• 2 to 4 years of hands-on IT support in a corporate or SaaS setting.
• Working skill in macOS and Windows troubleshooting, including imaging or enrollment, disk encryption and common application problems.
• Experience with an MDM platform such as Jamf, Intune or similar.
• Support-level familiarity with Okta and Google Workspace administration.
• Working knowledge of Slack and Zoom administration or end-user support.
• Networking basics: TCP/IP, DNS, DHCP, VPN and Wi-Fi troubleshooting.
• Clear written and spoken communication. You explain technical issues calmly to non-technical colleagues without jargon.
• Sound security judgment: you verify identity before granting access and know when to escalate.
• Able to work onsite in San Francisco three days a week and lift up to 50 lbs for equipment handling.
• Bonus: experience with ITIL practices, Jira Service Management or SLA-driven support queues.
• Bonus: scripting in Bash, Python or PowerShell, or low-code automation with Zapier or Okta Workflows.
• Bonus: certifications such as Apple Certified Support Professional, Jamf 100 or 200, CompTIA A+ or Network+.
• Bonus: curiosity about, and willingness to test, AI tools that support technical problem-solving and streamline IT support work.

Conditions

Onsite in the San Francisco office at least three days per week.

Remote support for the global workforce as needed.

The company is an equal opportunity employer and does not discriminate on protected grounds such as race, religion, gender, age, disability or veteran status.