IT Support Specialist

Description

The company is a subscription billing and revenue platform that helps businesses launch products, automate complex billing and manage recurring revenue. It has led the subscription economy for over a decade and is now building a quote-to-cash platform with an AI-ready foundation.

The role is an in-office IT Support Specialist position at the headquarters in Foster City, CA. The office hosts staff from every team, including senior executives, and holds company-wide all-hands events worldwide, which this role supports. The team is working through new technology rollouts to modernize the workplace.

The work is primarily in the office in Foster City, CA.

The tech stack includes MacBooks, Windows laptops, Zoom Rooms, broadcast-grade AV for events, Neat boards, Google Workspace, Slack, and a range of applications on employee devices.

Responsibilities

• Give daily technical help to people in the office and working remotely with laptops, Zoom Room setups, accessories, collaboration whiteboards and workspace tools
• Work with the site services team worldwide through the internal ticketing system
• Diagnose and fix technical problems across the office
• Advise leadership on the office hardware and software plan
• Support teams running online-streamed events in the office
• Help teams build and test new technical solutions for the office
• Set up hardware for new hires and run sessions to get them started with their equipment
• Install, upgrade and configure systems for a smooth user experience
• Run user training when needed so people get the most from the technology
• Support executives when they have problems with their technology
• Help keep the enterprise environment's security posture high
• Take part in on-call duties at times, since worldwide coverage is broad but not always fully staffed
• Support the technical side of All Hands meetings and activities
• Help run and deploy technical systems for internal communications
• Carry out technical writing tasks using Atomicwork
• Travel occasionally to other company locations to give on-site technical support
• Help resolve L1 and L2 tickets

Requirements

• 5+ years of hands-on IT support experience
• 5+ years supporting macOS and Windows devices
• Proven experience as an IT Support Specialist or in a similar role
• Experience supporting a large, mixed SaaS environment such as Okta, Google Workspace, Salesforce and Kandji
• Experience troubleshooting and resolving issues both on-site and remotely
• Excellent communication skills
• Able to work independently with urgency and also as part of a team
• A strong drive to learn
• Able to lift or carry desktop computers up to 25 lbs
• Bachelor's degree in Information Technology, Computer Science or a related field preferred
• Optional: familiarity with security best practices and compliance standards
• Optional: exposure to collaboration hardware and software, including Zoom and Neat.io
• Optional: experience with Active Directory and networking concepts

Conditions

In-office position in Foster City, CA

Base pay range: $46 - $63 USD per year, annualized. Final salary depends on qualifications, related experience, skills, location, internal equity and budget

Equal opportunity: applicants from all backgrounds are encouraged to apply

Benefits

• Competitive pay, variable bonus and performance rewards, and retirement programs
• Medical, dental and vision insurance
• Generous flexible time off, paid holidays, wellness days and a company-wide year-end break
• Paid parental leave, fully paid for eligible employees subject to local policy
• Learning and development stipend
• Volunteer opportunities and charitable donation matching where available
• Mental wellbeing resources and support
• Specific offerings vary by country and location; details are shared during interviews