IT Support Engineer (AI)

Location: On-site five days a week in San Francisco, United States

Company

Builds Devin, an AI software engineer, and develops AI systems that reason about real-world tasks.

What you will do

• Provide frontline IT support through walk-ups, chat, tickets, and other channels, owning issues through resolution.
• Troubleshoot macOS and Windows endpoints, mobile devices, identity and access, SaaS applications, conferencing, networks, hardware, and software assets.
• Manage high-volume queues, walk-ups, escalations, ticket quality, documentation, follow-up, and SLA performance.
• Create evidence-rich escalations, runbooks, knowledge-base content, self-service guidance, and reusable troubleshooting patterns.
• Configure and improve Console.ai and Devin support using knowledge, skills, intake questions, response-quality standards, and escalation paths.
• Partner with global IT engineers and leadership on solution design, testing, rollouts, service analytics, KPI measurement, reporting, and automation.

Requirements

• Hands-on experience in frontline enterprise IT support and high-volume environments combining queue-based service, walk-ups, and workplace technology support.
• Strong troubleshooting experience across macOS, Windows, mobile devices, identity and access, SaaS, conferencing, VPN, network connectivity, and MDM-managed devices.
• Experience with ITSM queues, ticket ownership, categorization, SLA performance, documentation, escalation, and follow-through.
• Experience with Okta, Google Workspace, Microsoft 365, Slack, Zoom, VPN, and MDM-managed devices.
• Ability to investigate ambiguous issues, gather evidence, isolate variables, communicate clearly, and maintain ownership through resolution or escalation.
• Ability to work onsite five days a week in San Francisco.

Nice to have

• High-touch customer-facing technical support or hardware repair experience.
• Onsite support for executives or other high-impact employee groups.
• Experience with SQL, reporting, service analytics, scripts, APIs, low-code automation, UAT, service migrations, or taxonomy improvements.
• Deeper experience in IAM, MDM, endpoint engineering, or AI-enabled ITSM.

Culture & Benefits

• In-person collaboration and teamwork in the San Francisco office.
• Service-oriented culture emphasizing composure, ownership, curiosity, and thoughtful employee support.
• Hands-on individual-contributor role with leadership through service judgment, standards, coaching, and problem ownership.