IT Support Engineer
Role details
Job location
Tech stack
Job description
We're looking for an IT Support Engineer to own day-to-day IT support while also driving improvements to systems, processes, and end-user experience. This role goes beyond ticket resolution. You'll be a technical leader, escalation point, and trusted partner to the business.
You'll support a modern SaaS-first environment, mentor junior support staff, and work closely with Security, Engineering, DevOps and other mission critical teams to keep everything running smoothly and securely.
What You Will Do
End-User Support & Operations
- Serve as the Tier 2/3 escalation point for complex IT issues across hardware, software, SaaS, and cloud environments
- Troubleshoot and support macOS, Windows, mobile devices, printers, and peripherals
- Own incidents from intake through resolution, root cause analysis, and follow-up
- Ensure the reliability and availability of end-user systems
Identity, Access & Security
- Manage Okta, SSO, MFA, user lifecycle, and role-based access
- Provision and deprovision users across SaaS platforms
- Partner with Security to maintain endpoint compliance, audits, and security best practices
- Enforce least-privilege access and security standards
Systems & Automation
- Administer core IT platforms including Addigy, Intune, Okta, Console, Google Workspace, Microsoft 365, Slack, Notion, Figma, Meraki, and other SaaS tools
- Maintain IT documentation, runbooks, and knowledge base articles
- Identify and implement automation to improve efficiency and reduce manual work
Projects & Leadership
- Lead or support IT initiatives including migrations, tool deployments, and office expansions
- Improve support processes, SLAs, and reporting
- Advise stakeholders on IT decisions
- Mentor junior team members and help establish support best practices
- Provide technical leadership during critical incidents and outages
Requirements
- 5+ years of experience in IT Support / Desktop Support / Systems Engineering & Architecture
- Strong experience supporting macOS and Windows environments
- Hands-on experience with Okta or similar identity platforms
- Solid understanding of networking fundamentals (DNS, DHCP, VPNs) and Cisco meraki routing and switching hardware
- Experience supporting SaaS-based environments
- Strong troubleshooting, communication, and customer-service skills
- Ability to operate autonomously and thrive in a fast paced startup environment
Benefits & conditions
Pulled from the full job description
- Health insurance
- 401(k) matching
- Vision insurance
- Health savings account
- Dental insurance
- Flexible spending account, The hourly rate for this hybrid (3-5 days a week) position in Palo Alto, CA ranges from $45.00 to $55.00, depending on experience and qualifications.
Perks and Benefits
- Robust health coverage. Excellent health, dental and vision insurance covered up to 100% by Also. with FSA & HSA options.
- One Medical membership and dedicated insurance advocates.
- Rich fertility and family building benefits with Progyny.
- Flexible time off.
- 401(k) match.
Why ALSO.
We're passionate about helping the world find a better way to get there-wherever it is you're headed.
We're located in the heart of Silicon Valley and have brought together a world-class team from some of the biggest brands in the technology, automotive, cycling, outdoor recreation and retail spaces.
Together we're working hands-on to imagine, design and build an entirely new solution to a global set of transportation challenges.