IT Support Engineer

This role is located in Somerville MA - We are a hybrid work environment and are in the office 3 days/per week.

Tulip the leader in AI-native frontline operations is helping companies around the world equip their workforce with composable connected apps leading to higher quality work improved efficiency and end-to-end traceability across operations. Tulips cloud-native no-code platform powered by embedded AI is driving the digital transformation of industrial environments through composable human-centric solutions that go beyond disrupting the Manufacturing Execution System (MES) category.

A spinoff out of MIT Tulip is headquartered in Somerville MA with offices in Germany Hungary Singapore Israel and Japan. Tulip has been recognized as a World Economic Forum Global Innovator a 2024 Deloitte Technology Fast award winner one of Energages Top Workplaces USA and one of Built In Bostons Best Places to Work and Best Midsize Places to Work.

About You:

• Youre service-oriented and get real satisfaction from helping people solve their problems.
• Youre a problem solver who looks for root causes rather than treating symptoms.
• You communicate clearly with technical and non-technical colleagues and you keep systems documentation and asset records tidy and up to date.
• Youre comfortable learning and using AI tools to work smarter and handle recurring issues more efficiently.

What skills do I need

• 1-3 years of experience in an IT support or helpdesk role
• Proficiency across macOS Windows and Linux with a basic understanding of networking Wi-Fi and office hardware
• Familiarity with common SaaS platforms such as Google Workspace Atlassian 1Password and Slack
• Actively uses AI tools as part of daily work for troubleshooting documentation and automating repetitive tasks
• IT security awareness; compliance experience is a plus
• Nice to have: experience with device management platforms (e.g. Kandji or Iru) scripting or automation or high-growth startup experience
• Bachelors degree or equivalent working experience

Key Responsibilities:

• Serve as a key on-site IT support contact at Somerville HQ resolving hardware software and network issues in person when remote support isnt enough.
• Triage inbound IT requests via tickets and chat solving Tier 1 and Tier 2 issues independently and escalating when needed.
• Support and troubleshoot endpoints (macOS Windows Linux) productivity platforms and A/V equipment.
• Manage user accounts and permissions across the companys SaaS platforms including onboarding and offboarding (equipment setup access provisioning account decommissioning) and periodic access reviews.
• Maintain an accurate inventory of IT assets at Somerville HQ and support the full device lifecycle: procurement tracking refresh and recycling.
• Create and update support documentation knowledge base articles and team runbooks so employees can self-serve and turn recurring issues into systemic fixes rather than just closing tickets.

Key Collaborators:

• IT team
• Operations and People Ops partners
• Operations leadership

Working At Tulip

We know even great candidates experience imposter syndrome. Even if you dont match every requirement applying gives you the opportunity to be considered.

Were building a strong diverse team that values hard work families and personal well-being. Benefits of working with us include:

• Direct impact on product and culture
• Company equity
• Competitive benefits package including Health Dental Vision Short-term Disability Long-term Disability Life Insurance AD&D Insurance Flexible Spending Account (FSA) Commuter Benefits Parental Leave and 401(K)
• Flexible work schedule and unlimited vacation policy
• Learning & Development program
• Virtual company events and happy hours
• Fitness subsidies
• An inclusive dog-friendly office with diverse and inspiring colleagues

We are an equal opportunity employer. At Tulip we celebrate all. Qualified applicants will receive consideration for employment without regard to race religion color national origin gender sexual orientation age marital status veteran status or disability status. Help us build an inclusive community that will transform frontline operations.

The compensation information displayed on each job posting reflects the range for new hire pay rates for the position across all US locations. Within the range posted actual compensation will be determined depending on multiple factors including job-related knowledge & skills experience business needs geographical location market compensation data and internal equity. Expected compensation ranges for this role may change over time. The salary range for this position is $72000 - $92000 per year.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Please note that we may use AI-based tools to support parts of our hiring process. All data processing is carried out in compliance with local data protection laws ensuring all personal candidate information is handled securely and ethically.