IT Support Engineer

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

• 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

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.