Senior Support Engineer

Who you are

• You have an excellent background in Mac software, Jira Service Desk and hardware troubleshooting
• You are passionate about providing the best customer service experience possible, mentoring others, and driving best practices within the team
• You are seen as leader on the team who is hardworking, learns quickly, and thrives in a fast-paced environment
• You have 5+ years of experience in end-user support operations, including mentoring junior staff
• You have exceptional Mac troubleshooting skills
• You have a strong foundation in troubleshooting theories and component isolation methodology
• You are fantastic at providing technical support and love solving problems
• You are constantly learning and strive to maintain domain expertise in most CorpEng-supported systems
• You excel at identifying and resolving systemic issues within the team and across the organization
• You understand the importance of asset inventory and how to maintain an organized help desk
• You are a good communicator with a personable demeanor and a positive attitude. You can read between the lines to understand business needs and prioritize your work accordingly
• You evangelize standardization and understand that consistency and an adherence to methodologies are key to helping any organization scale
• You excel at documenting issues and providing updates to management, the team, and end users
• You are a team player with a solid commitment to customer service, enjoy technology, and have an aptitude for problem-solving
• 5+ years experience in IT Operations or IT Support in a professional environment
• 3+ years of mentorship experience to junior team members
• Experience leading support ticket management and tracking
• Strong customer service, problem-solving and teamwork abilities
• Google Workspace for enterprise experience
• Knowledge of audio/video conferencing solutions and support
• Experience with Information Technology and Security best practices
• Excellent oral and written communication skills and customer service
• Experience communicating with vendors to manage expectations and relationships
• Ability to plan, drive, and support multiple, concurrent projects and initiatives
• Ability to participate in an on-call rotation that includes after hours and weekend support
• Experience supporting a company’s IT with little or no oversight
• Experience with Identity Providers/SAML (Okta, OneLogin, Sailpoint, etc.)
• Previous experience in a rapidly growing startup environment
• Experience managing vendor relationships
• Experience with audio engineering principles and support

What the job involves

• The Reddit Corporate Technology team is looking for an extraordinary Senior Support Engineer, Snoo Operations & Support (SOS), to help drive and scale our support team
• Supporting the Central and East regions of the United States and some European regions, this role is expected to be on-site at our New York office at least 4 days a week to support office helpdesk experience, frequent events, AV support and for special events as needed
• Our team works cross-functionally with our partners in CorpEng Systems, CorpEng Infrastructure, Biz Apps Engineering, Security, and other teams to coordinate work, handle ticket escalations, and resolve issues
• We on-board new employees, provision hardware, and provide hands-on or remote support for all Reddit employees worldwide
• You will be a hands-on technical leader, working with the team and assisting our customers via in-person walkup, support tickets, email, and chat
• You will help lead day-to-day end user support end-users for the office while working closely with the greater team to: build and maintain support documentation and tools, coordinate schedules, administer queues, act as a final escalation for critical issues
• Troubleshoot hardware and applications and provide technical support and problem-solving
• Provide timely resolution of problems and act as senior escalation point for team and customers to management
• Work cross-functionally and advocate for team across all functional groups and organization levels
• Support security standards (endpoint protection software, firewall, patching, multi-factor authentication, access)
• Maintain user accounts, passwords, data integrity, system access & security within policy
• Help manage relationships with local vendors, subcontractors and 3rd party providers
• Assist with inventory management to support operations
• Independently drive multiple Snoo operations projects and deliverables for the team
• Participate in evaluating, recruiting, hiring, and mentoring team members
• Work with management to set team goals, lead staff to achieve results and be accountable for team performance

Benefits

• Comprehensive health benefits
• Flexible vacation & Reddit global days off
• Family planning funds & 4+ months paid parental leave
• Personal & professional development funds
• Paid volunteer time off
• Workspace & home office benefits