IT Support Engineer

Who you are

• 3–5 years of experience in IT systems support, preferably in a SaaS or fast-paced hybrid environment
• Strong knowledge of macOS and Apple hardware troubleshooting
• An ability to quickly troubleshoot both wireless and wired networking issues
• Experience with Google Workspace, Zoom, and cloud-based collaboration tools
• Hands-on experience supporting AV equipment and Zoom Room configurations
• Familiarity with Jamf or other Apple device management tools
• Impeccable customer service and communication skills—especially when working with senior leaders
• Strong organizational and prioritization abilities; able to work independently with minimal supervision, often with competing priorities
• Clear understanding of IT operations within security-conscious environments (HIPAA, SOC 2, HITRUST)
• A strong service-oriented mindset, with a friendly attitude and a genuine desire to help
• Experience with Okta, Auth0, or other identity platforms
• Familiarity with AWS infrastructure or other cloud admin responsibilities
• Hands-on knowledge of Jira and Confluence
• Scripting or automation experience (e.g., Bash, Python, or AppleScript)
• Exposure to endpoint detection, compliance tooling, and IT auditing best practices

What the job involves

• We’re looking for a polished, service-minded IT Systems Engineer to lead in-office support at our Austin HQ while delivering high-touch, high-reliability support for our executive team
• You’ll be responsible for ensuring a seamless experience across devices, AV systems, collaboration tools, and SaaS platforms
• From onboarding new team members to running executive all-hands meetings without a hitch, you’ll be the local face of IT—proactive, calm under pressure, and committed to operational excellence
• This hybrid role blends hands-on technical systems work (primarily macOS and SaaS tools like Google Workspace, Jamf, Okta, Zoom) with the finesse required to support C-suite leaders and sensitive environments
• We’re a mission-driven company operating in a HIPAA-regulated space, so attention to detail and discretion are essential
• Administer and support Google Workspace, Zoom, Slack, and other core SaaS tools, including user provisioning and access management
• Deliver in-person support at our Austin office, resolving hardware, software, and connectivity issues with professionalism and empathy
• Provide executive-level support, ensuring devices, meetings, travel tech, and day-to-day systems are reliable, secure, and responsive
• Set up, configure, and maintain employee laptops (primarily macOS), ensuring compliance through tools like Jamf or similar MDM platforms
• Support and maintain AV systems and Zoom Rooms for hybrid meetings, events, and executive communications
• Manage onboarding and offboarding tasks, including equipment provisioning, account setup, and welcome orientation
• Triage and resolve IT tickets via help desk systems, Slack, Zoom, and email—prioritizing clarity, speed, and accountability
• Collaborate with IT and Security on automation, process improvements, and internal documentation to enhance the employee tech experience
• Automate repetitive processes to ensure fast, accurate, and secure end user support with minimal human interaction, where appropriate
• Ensure all support activities comply with HIPAA, SOC 2, HITRUST, and internal security standards

Benefits

• Comprehensive health plan
• Flexible time off
• Parental and family leave for birth and adoption
• Free and discounted testing for you and your family
• Remote flexibility with home office subsidies
• Headquartered in Austin but hiring everywhere