Senior IT Support Engineer

• You’ve got real experience with AI-driven automation — auto-triage, self-serve resets, agentic workflows that knock out the repetitive stuff before a human ever touches it
• But you also know which requests need a real person, and you handle those with the right level of human attention
• Figuring out what to automate and what to hand off to a human is a judgment call, and you’re usually right
• This isn’t a queue-sitting job, and we don’t want automation that makes people feel like a number
• If you like the idea of building tools that unblock a coworker in ninety seconds while still knowing them by name, we’d love to talk
• Own IT support end-to-end across Google Workspace, Okta, 1Password, and Slack administration — provisioning, deprovisioning, access reviews, MFA/SSO troubleshooting, and the inevitable “I got a new phone and can’t log in” tickets
• Build and maintain AI-assisted support workflows to auto-resolve common requests, with intelligent triage/routing, and self-serve flows
• Administer our AI tooling stack (Claude Enterprise, MCP connectors, and similar) for the whole company: seat provisioning, connector troubleshooting, usage monitoring, and being the calm voice in Slack when a third-party outage isn’t actually us
• Manage endpoint devices via MDM (Jamf for Mac, Intune for Windows) — patching, security baseline enforcement, hardware lifecycle (replacements, loaners, offboarding pickups), and diagnosing the weird stuff
• Administer Google Groups/distro lists and email hygiene — access requests, safe-sender/allowlist changes, and a first line of defense on phishing reports
• Support onboarding and offboarding automation so new hires have working accounts on day one and departing employees are fully, cleanly deprovisioned
• Partner with Security & Compliance on access reviews, basic incident triage, and making sure “fast” and “correct” aren’t in tension

Benefits

• Fully Remote Company: Every member of the Swoogo team workdf from home. We’ve been fully distributed since 2015
• Open PTO: That we really want you to use! Well-rested teammates make awesome teammates; take the time you need
• PTO Travel Reimbursement: No seriously, we mean it. Employees get $1000/year towards vacation expenses; think flights, hotels, and restaurants
• Bi-Annual Offsites: We get together as a team twice a year. We’ve been to Newport, Lisbon, Cancun, Miami… where should we go next?
• 401k with Company Contribution: Swoogo offers a 401k plan through Betterment with a company contribution of 3%- no personal contribution required
• Remote Work Reimbursement: Whether you need an iPad or 10 ne offic e plants, employees get $1000/year to spend on home office equipment
• No Internal Meetings Wednesday: Everyone needs time to get things done/ No Internal Meetings Wednesdays help you focus on heads-down tasks, connecting with customers, and building partnerships
• Latest Tech: Pick your poison; whether you choose a Mac or PC, you’ll get the latest and greatest to help you succeed
• Donation Matching: Swoogo will match your own personal donations to any 501(c)3 charity, up to $1,000 per calendar year
• Event Stipend: The best way support events is to really get events./ Every Swoog get $1000/year to attend or host an event
• DoorDash DashPass: Grab lunch with a no-fee DoorDash delivery. Your DashPass makes every day tacos that much easier
• Comprehensive Medical, Dental, and Vision Insurance: Your health = our health. We make sure every employee has the right tools to stay well
• Parental Leave: Swoogs are eligible for up to 15 weeks paid leave for birth, foster and adoption of a child, regardless of the child’s age- Comfort owning ambiguous, cross-functional problems without a lot of hand-holding
• Experience with MDM platforms (Jamf and/or Intune) for Mac and Windows fleets
• A track record of building automation or self-serve tooling that improves employee IT experience
• 5+ years in IT support/systems or similar roles, with real ownership of the tools, not just ticket-closing
• The judgment to know when automation is the right answer and when a person needs a person — and the writing/communication skills to make interactions feel personal, even the automated ones
• Deep hands-on experience with Google Workspace, Okta, 1Password, Claude, and Slack administration
• Hands-on work with agentic AI workflows and MCP servers
• Software development experience (scripting, internal tools, or full stack apps)
• Compliance-adjacent experience (SOC 2, ISO 27001, or similar frameworks) and comfort with compliance platforms like Vanta