Oura is looking for a Senior IT Support Specialist to deliver high-quality technical support and elevate the employee experience globally. This on-site role requires deep technical expertise and exceptional deskside support skills from our San Francisco office.
What You'll Do
- Provide end-to-end technical support across macOS, Windows, networks, conference room technology, SaaS platforms, and identity systems.
- Deliver professional, empathetic deskside and remote support from Oura's San Francisco office.
- Support office buildouts, expansions, and ongoing IT infrastructure improvements.
- Manage conference room AV and unified communications to ensure seamless hybrid collaboration.
- Handle IT incidents and request escalations efficiently, ensuring timely resolution and high service quality.
- Maintain internal and user-facing documentation to support consistency and scale.
- Partner with global IT counterparts to align processes across regions.
- Oversee physical asset management and hardware inventory accuracy to ensure equipment availability for new hires and replacements.
- Support new hire onboarding sessions, covering IT services, policies, and best practices.
- Collaborate with the IT Support Manager on operational and technical improvement initiatives.
- Identify recurring issues and deliver improvements to enhance reliability and reduce friction.
- Utilize MDM tools for troubleshooting and device lifecycle support.
- Document solutions, best practices, and SOPs to promote a scalable support model.
- Act as a champion for service quality, upholding responsiveness, empathy, and reliability in all support interactions.
What We're Looking For
- 6+ years of IT Support or IT Administration experience in fast-paced, high-growth environments.
- Strong troubleshooting skills across macOS, Windows, and Linux.
- Proven track record delivering high-quality deskside support with exceptional customer service.
- Ability to mentor and guide fellow support team members.
- Solid understanding of networking fundamentals, device management, SaaS platforms, and identity systems.
- Hands-on technical support experience with MDM/UEM platforms (e.g., Mosyle, Intune) and Identity/SSO environments (Google Workspace, Entra ID).
- Strong proficiency in ITSM processes, including incident, request, and asset management best practices.
- Ability to diagnose technical issues and drive them to resolution independently with high accuracy and urgency.
- Excellent communication and customer-empathy skills, with the ability to translate technical topics for non-technical users.
- A proactive, ownership-driven mindset with a commitment to continuous improvement, reliability, and teamwork.
- Ability to frequently move/transport equipment weighing up to 50 pounds.
Technical Stack
- Endpoint Management: Mosyle (macOS), Microsoft Intune (Windows)
- Networking & Security: Wi-Fi troubleshooting, ZTNA support
- Core Platforms: Google Workspace, Okta, Okta Workflows, Lumos
- Service & Ticketing: ServiceNow, Jira Service Management or similar
- Collaboration Tools: Slack, Miro, Jira, Confluence
- Operating Systems: macOS, Windows, Linux
Team & Environment
You will partner with global IT counterparts and report to the IT Support Manager.
Benefits & Compensation
- Competitive salary and equity packages
- Health, dental, vision insurance, and mental health resources
- An Oura Ring of your own plus employee discounts for friends & family
- 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
- Paid sick leave and parental leave
- Compensation: Region 1 $143,000 - $169,000, Region 2 $130,000 - $153,000, Region 3 $117,000 - $108,000 + equity packages included
Work Mode
This is an on-site position based out of our San Francisco, California office.
Oura is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees.
