Technology Support Associate (AI)

Location: Onsite in Austin, Texas, five days per week

Salary: $70,000–$95,000 per year for U.S. candidates, plus potential bonuses, equity, and benefits.

Company

Cybersecurity company providing an AI-native platform that protects organizations and processes nearly 3 trillion events per day.

What you will do

• Provide frontline service desk support through tickets, email, chat, and in-person channels.
• Troubleshoot hardware, software, network, and peripheral-device issues, escalating incidents when needed.
• Install, configure, and maintain systems, applications, printers, scanners, and audio-visual equipment.
• Manage user accounts, permissions, and access rights using identity and access management principles.
• Document incidents, solutions, and procedures while following ITIL incident, service, problem, and change management practices.
• Prepare hardware for new hires, run weekly orientations, and contribute to global IT projects.

Requirements

• Excellent customer service and communication skills, including the ability to explain technical information to non-technical users.
• Experience with Zoom, Slack, Okta, Confluence, JIRA, and ServiceNow.
• Basic knowledge of Active Directory or other directory services.
• Basic understanding of DNS, DHCP, TCP/IP, and remote access technologies.
• Familiarity with Windows, macOS, and Office Suite; Linux knowledge is a plus.
• Good written and spoken English communication skills and availability for onsite work in Austin five days per week.

Nice to have

• Knowledge of computer hardware, virtualization, firewalls, routers, switches, and information security principles.
• Experience troubleshooting hardware, software, and network connectivity issues.
• Strong task prioritization, documentation, and multitasking skills.

Culture & Benefits

• Fast-paced environment focused on continuous learning, creative problem-solving, and collaboration.
• Professional development opportunities for employees at every level.
• Health and wellness programs, competitive vacation, and paid holidays.
• Paid parental and adoption leave, employee networks, neighborhood groups, and volunteer opportunities.
• Office-based work environment with workplace amenities, plus potential bonuses, equity awards, health insurance, and a 401(k).