Senior Support Engineer, Operations & Support
Senior Support Engineer, Operations & Support
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$ 132600 - 185600
1 Vacancy
Job Description
The Reddit Corporate Technology team is looking for an extraordinary Senior Support Engineer Operations & Support (SOS) to help drive and scale our support team.
Supporting the Central and West regions of the United States and some Asia Pacific regions this role is expected to be onsite at our San Francisco 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 crossfunctionally 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 onboard new employees provision hardware and provide handson or remote support for all Reddit employees worldwide.
You will be a handson technical leader working with the team and assisting our customers via inperson walkup support tickets email and chat. You will support daytoday end user support endusers for the office while working closely with the greater team to: build and maintain support documentation and tools administer queues act as a final escalation for critical issues. You have an excellent background in Mac software and hardware troubleshooting. You are passionate about providing the best customer service experience possible mentoring others and driving best practices within the team.
Please note:
This role is based out of Reddits office located in San Francisco.
We will only consider candidates currently located in San Francisco or currently within close commuting distance to the SF office.
The role requires inoffice work 4 days per week.
Qualifications for this role:
- You are seen as leader on the team who is hardworking learns quickly and thrives in a fastpaced environment
- You have 6 years of experience in enduser 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 CorpEngsupported 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 problemsolving.
Responsibilities:
- Troubleshoot hardware and applications and provide technical support and problemsolving.
- Provide timely resolution of problems and act as senior escalation point for team and customers to management
- Work crossfunctionally and advocate for team across all functional groups and organization levels
- Support security standards (endpoint protection software firewall patching multifactor 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 end user operations projects and deliverables for the team
- Participate in evaluating recruiting hiring and mentoring team members
- Work with management to set goals and drive staff to achieve results
Requirements:
- 68 years experience in IT Operations or IT Support in a professional environment
- 2 years of mentorship experience to junior team members
- Experience leading support ticket management and tracking
- Strong customer service problemsolving 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 oncall rotation that includes after hours and weekend support
Bonus Points:
- Experience supporting a companys 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
This role is based out of Reddits office located in San Francisco.
We will only consider candidates currently located in San Francisco or within close commuting distance to the SF office.
Benefits:
- Comprehensive Healthcare Benefits and Income Replacement Programs
- 401k Match
- Family Planning Support
- GenderAffirming Care
- Mental Health & Coaching Benefits
- Flexible Vacation & Reddit Global Days off
- Generous paid Parental Leave
- Paid Volunteer time off
Pay Transparency:
This job posting may span more than one career level.
In addition to base salary this job is eligible to receive equity in the form of restricted stock units and depending on the position offered it may also be eligible to receive a commission. Additionally Reddit offers a wide range of benefits to employees including medical dental and vision insurance 401(k) program with employer match generous time off for vacation and parental leave. To learn more please visit provide greater transparency to candidates we share base pay ranges for all USbased job postings regardless of state. We set standard base pay ranges for all roles based on function level and country location benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including skills depth of work experience and relevant licenses/credentials and may vary from the amounts listed below.
The base pay range for this position is:
$132600 $185600 USD
Reddit is proud to be an equal opportunity employer and is committed to building a workforce representative of the diverse communities we serve. Reddit is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability please contact us at .
Required Experience:
Senior IC
Employment Type
Full Time
