IT Support Engineer

Description

The role is based in Somerville, MA, in a hybrid setup with 3+ days per week in the office.

The company is an AI-native platform for frontline operations. Its cloud-native, no-code product lets industrial teams build connected, composable apps for their workforce, improving quality, efficiency and traceability. It started as a spinoff from MIT and is headquartered in Somerville, with offices in Germany, Hungary, Singapore, Israel and Japan.

Recognitions include a World Economic Forum Global Innovator designation, a 2024 Deloitte Technology Fast award, and listings among Energage's Top Workplaces USA and Built In Boston's Best Places to Work and Best Midsize Places to Work.

Responsibilities

• Be the on-site IT contact at the Somerville headquarters, fixing hardware, software and network problems in person when remote help falls short.
• Sort incoming IT requests from tickets and chat, resolve Tier 1 and Tier 2 issues on your own, and escalate the rest.
• Support and troubleshoot macOS, Windows and Linux devices, productivity tools and A/V equipment.
• Handle user accounts and permissions across the company's SaaS tools, covering onboarding and offboarding (equipment setup, access grants, account shutdown) and regular access reviews.
• Keep an accurate record of IT assets at the Somerville headquarters and manage each device through procurement, tracking, refresh and recycling.
• Write and maintain support docs, knowledge base articles and team runbooks so staff can help themselves. Find recurring problems and fix their causes instead of only closing tickets.
• Work closely with the IT team, Operations and People Ops partners, and Operations leadership.

Requirements

• You enjoy helping people and get real satisfaction when they leave with their problem solved.
• You dig for root causes instead of patching symptoms.
• You explain things clearly to both technical and non-technical colleagues, and you keep systems, documentation and asset records current.
• You are willing to learn and use AI tools to work faster and handle repeat issues more efficiently.
• You have 1-3+ years in IT support or a helpdesk role.
• You are proficient on macOS, Windows and Linux, with a basic grasp of networking, Wi-Fi and office hardware.
• You are familiar with common SaaS platforms such as Google Workspace, Atlassian, 1Password and Slack.
• You use AI tools daily for troubleshooting, documentation and automating repetitive work.
• You understand IT security basics. Compliance experience is a plus.
• Nice to have: experience with device management platforms such as Kandji or Iru, scripting or automation, or work at a high-growth startup.
• You hold a bachelor's degree or have equivalent work experience.

Conditions

Somerville, MA, hybrid, with 3+ days per week in the office.

The pay range for this role is $72,000 - $92,000 per year. Final pay within that range depends on skills, experience, business needs, location, market data and internal equity, and the range may change over time. The range reflects new hire rates across all US locations.

Massachusetts law prohibits requiring or administering a lie detector test as a condition of employment or continued employment.

The company may use AI-based tools in parts of hiring, and candidate data is handled securely under applicable data protection laws.

Benefits

• Direct influence on the product and the culture.
• Company equity.
• Health, dental and vision coverage, short- and long-term disability, life and AD&D insurance, a flexible spending account, commuter benefits, parental leave and a 401(K).
• Flexible schedule and unlimited vacation.
• Learning and development program.
• Virtual company events and happy hours.
• Fitness subsidies.
• An inclusive, dog-friendly office.