Support Engineer

The Support Engineering Sub-Team provides Robinhood employees with secure, simple, and reliable technology support across offices and distributed teams. The team reduces technical friction through responsive support, clear processes, and reliable onsite experiences. The team partners closely with Workplace, Customer Experience, Corporate Engineering, Corporate Applications, Corporate Security, and Learning & Development teams to support employee productivity. This role will help improve the technology experience for employees in Westlake and across Robinhood!

As a Support Engineer, you will serve as the primary onsite technology support partner for Robinhood's Westlake office. You will support daily ticket delivery, troubleshoot MacOS, Windows, iOS, Android, AV, SaaS, MDM, VPN, and access-related issues, and help employees get the most from the tools they use every day. You will also contribute to process improvements, knowledge management, and AI-enabled support workflows that reduce repeat issues and improve resolution quality. This role is a strong fit for someone who enjoys direct employee support, clear documentation, and close partnership with a distributed technical team.

This role is based in our Westlake, TX office, with in-person attendance expected at least 3 days per week.

At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

What you'll do

• Provide Tier 1 and Tier 2 support for Robinhood employees, including queue triage, troubleshooting, onboarding, offboarding, and onsite technology support.
• Serve as the primary Support Engineering presence for the Westlake office, including AV support, return-to-office technology needs, and onsite events.
• Troubleshoot and support MacOS, Windows, iOS, Android, Google Workspace, Okta, Slack, 1Password, MDM tools, Zscaler, Jira Service Management, and ServiceNow.
• Use ticket data, recurring issue patterns, and employee feedback to improve support workflows, documentation, and knowledge resources.
• Help operationalize AI-enabled support tools, including Gemini, Claude, ChatGPT, or similar tools, to improve response quality, ticket deflection, and internal support processes.

Do you have experience in macOS?, * 2+ years of relevant experience in IT support, support engineering, help desk, workplace technology, or a related technical support role.

• Experience supporting MacOS, Windows, iOS, Android, SaaS tools, MDM platforms, VPN tools, and IT service management systems such as Jira Service Management or ServiceNow.
• Experience using AI tools such as Gemini, Claude, ChatGPT, or similar tools to improve workflows, documentation, troubleshooting, or support quality.
• Strong communication, organization, and employee support skills, including experience helping users through technical issues with clarity and care.
• Ability to work independently as an onsite support representative while staying closely connected with distributed peers across Support Engineering, Systems, Corporate Applications, Operations, Corporate Security, Workplace, Customer Experience, and Learning & Development.

Pulled from the full job description

• Parental leave
• Health insurance
• 401(k) matching
• Paid time off
• Disability insurance
• Paid holidays, * Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more.
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces.

We are building an elite team, applying frontier technologies to the world's biggest financial problems. We're looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn't a place for complacency, it's where ambitious people do the best work of their careers. We're a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards.