Responsibilities
- Handle escalated technical issues related to hardware, software, network, and access controls at Tier 2, ensuring timely resolution within defined service level agreements
- Provide support for key SaaS platforms such as Google Workspace, Atlassian, Okta, Jamf, and Slack, including compliance, user onboarding, and offboarding processes
- Conduct root cause investigations for frequent or critical incidents and lead efforts to implement lasting fixes
- Develop and update standard operating procedures, technical documentation, and knowledge base articles to minimize recurring support requests
- Collaborate with teams across IT operations, security, identity management, corporate engineering, workplace services, procurement, and external vendors to resolve complex issues
- Analyze support patterns and process inefficiencies, then apply automation, scripting, or workflow enhancements to reduce manual effort and improve operational outcomes
Work Arrangement
Hybrid
Other
- Operates with a remote-first mindset but is not fully remote
- Requires quarterly in-person gatherings known as 'surges' for focused collaboration
