Senior IT Support Engineer
New
1
1PasswordCybersecurity
This is a remote opportunity within the US., multiple time zonesFull-TimeSenior
Salary$109,000 USD and $153,000 USD
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Job Details
- Experience
- 5+ years
- Required Skills
- RESTful APIsSaaS
Requirements
- 5+ years of experience in internal information technology (IT) support, workplace technology, IT operations, or a related field.
- Troubleshoot complex issues across identity and access, devices, software, software as a service (SaaS), and workplace applications.
- Use ticketing systems, knowledge bases, service catalogs, and support workflows to manage and improve employee support.
- Build or improve workflow automations using tools such as Console, Workato, Tines, or similar platforms.
- Apply AI tools to investigate issues, create knowledge, improve support, or automate routine work while recognizing when human review is needed.
- Use support metrics such as resolution quality, time to resolution, repeat demand, self-service completion, and employee feedback to evaluate improvements.
- Communicate technical issues clearly, collaborate effectively across teams, and provide thoughtful support during sensitive or ambiguous situations.
Responsibilities
- Own complex, ambiguous, or sensitive employee technology issues through resolution, coordinating with Identity, Endpoint, Security, Infrastructure, and Enterprise Systems teams when needed.
- Participate in a regular support queue rotation while maintaining dedicated time for service improvements.
- Build and maintain AI-assisted playbooks, automations, triage workflows, knowledge resources, and self-service experiences.
- Improve onboarding, access, device, and software support workflows.
- Identify recurring support problems and create durable improvements to the process, workflow, or service behind them.
- Establish baselines and measure the impact of support improvements, including resolution quality, time to resolution, repeat demand, automation success, and employee experience.
- Help teammates adopt effective support practices and make sound decisions about automation, human review, specialist escalation, verification, approval, access, and privacy controls.
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