IT Helpdesk

About the opportunity

Contentful is seeking a Senior IT Support Analyst to join our Information Services team in San Francisco. This is not a traditional IT support role. If you measure success by how many tickets you close this isnt the right fit. Were hiring someone who sees incidents as design failures requests as system gaps and repetitive work as a challenge to automate away.

This is a hands-on builder role for someone who hates doing the same thing twice. Youll be embedded in our San Francisco office supporting executive and business operations but your mandate is not to respond faster its to make the response unnecessary. Youll analyze patterns in incidents and requests design systems that prevent them and build lightweight solutions that shift your work from reactive firefighting to proactive infrastructure.

If youre looking for a role where you can grow from reliable execution into systems thinking automation and platform work this is where that path starts. The ideal candidate brings deep technical fluency across IT systems (endpoints identity SaaS integrations automation) a product mindset about internal tooling and the judgment to balance fix it now with fix it permanently.

What to expect

• On-site support. Be the primary IT presence in the SF office. Handle day to day support requests device issues AV and conferencing setup and on site logistics for executive meetings and business operations.
• Analyze recurring incidents requests and escalations to identify root causes and systemic gaps. Treat every ticket as a potential platform improvement not just a task to close.
• Build and maintain documentation runbooks and self-service resources that empower business users to solve common problems independently.
• Contribute to enterprise IT projects (identity management endpoint automation SaaS governance) by bringing operational context and testing solutions in a high-visibility environment.
• Documentation: Write clear useful runbooks and how-to guides that help employees solve common problems without contacting IT.
• Feedback Loop: Collect user feedback and collaborate with IT AI developers and leadership to enhance services and improve user experience.
• Governance & Best Practices: Support the implementation of responsible usage policies data security standards and compliance frameworks.
• Pattern awareness: Start noticing what keeps coming back. Flag recurring issues to the team. Over time contribute ideas for how to prevent them.

What you need to be successful

• Experience: 35 years in IT Support IT Systems Administration or a similar technical operations role.
• Technical Skills:
• Familiarity with AI platforms like Glean OpenAI Microsoft Azure AI Google Gemini AI etc.
• Experience configuring SaaS applications and managing enterprise productivity tools (e.g. MS Office 365 Google Workspace).
• Able to set up and troubleshoot AV and conferencing equipment confidently
• Familiarity with ticketing and ITSM tools
• Mindset:
• Professional and composed in a high visibility environment. Youre comfortable around executives and dont get rattled
• Follow through. If you said youll handle it it gets handled
• Clear communicator you set expectations give updates and close the loop
• Self aware enough to escalate when youre out of depth and resourceful enough to get there less often over time
• Preferred Tools Knowledge:
• Mobile Device Management systems (e.g. Intune Jamf).
• Basic scripting (e.g. Python PowerShell Bash).
• Familiarity with AI governance or compliance basics.
• Growth Mindset
• Curious about why problems happen not just how to fix them
• Interested in automation AI tools and making repetitive work disappear
• Ownership mentality you see things through you dont just close tickets
• Wants to grow. This role has a clear path toward IT Operations Engineering for the right person

Whats in it for you

• Join an ambitious tech company reshaping the way people build digital experiences
• Full-time employees receive Stock Options for the opportunity to share in the success of our company
• Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.
• Fertility and family building benefits including a lifetime reimbursable wallet to support your growing family.
• We value Work-Life balance and You Time! A generous amount of paid time off including vacation days sick days compassion days for loss education days and volunteer days
• Company paid parental leave to care for and focus on your growing family
• Use your personal annual education budget to improve your skills and grow in your career
• Enjoy a full range of virtual and in-person events including workshops guest speakers and fun team activities supporting learning and networking exchange beyond the usual work duties
• An annual wellbeing stipend to care for your physical financial or emotional health
• A monthly communication stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.

California Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in the state of California if selected for the role. Any offered salary is determined based on internal equity internal salary ranges market data/ranges applicants skills and prior relevant experience certain degrees and certifications (e.g. JD/technology) for example.

California Salary: $110000- $150000

This position is eligible for equity awards in accordance with the terms of Contentfuls equity plans.

Who are we

Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging personalized content at scale. By blending composability with native AI capabilities Contentful enables dynamic personalization automated content delivery and real-time experimentation powering next-generation digital experiences across brands regions and channels for more than 4200 organizations worldwide. More than 700 people from more than 70 nations contribute their energy and creativity to Contentful working from hubs in Berlin Denver San Francisco London New York and distributed worldwide.

Everyone is welcome here!

Everyone is welcome here is a celebrated component of our culture. At Contentful we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences and we are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race color national origin religion sexual orientation gender gender identity age physical disability or length of time spent unemployed. We invite you to apply and join us!

If you need reasonable accommodations at any point during the application or interview process please let your recruiting coordinator know.

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