IT Support Specialist II (Tier 2)

Location: Remote for US-based candidates; occasional travel to or work from the Palo Alto office is required for in-person support, events, and equipment setups.

Salary: $100,000–$120,000 annually for US-based candidates, plus potential equity compensation.

Company

A health and wellness platform providing personalized access to healthcare, from diagnosis through treatment and delivery.

What you will do

• Provide Tier 2 technical support for hardware, software, onboarding, and enterprise environments across Microsoft, Apple, Atlassian, and Google.
• Resolve complex issues escalated from Tier 1 and support conferencing, collaboration, and communication tools such as Zoom, Google Workspace, Slack, and Dropbox.
• Manage devices with JAMF and Intune, create and enforce policies with tools such as Automox, and maintain endpoint security practices.
• Prioritize support requests, resolve tickets and projects promptly, and maintain accurate, confidential documentation.
• Work independently, determine when escalation is needed, and mentor the broader support team.
• Identify IT process gaps and recommend improvements while supporting occasional in-person office needs in Palo Alto.

Requirements

• 3–5 years of experience in IT support or helpdesk work, including complex issues beyond Tier 1.
• Experience with Microsoft, Apple, Atlassian, and Google products in an enterprise environment.
• Working knowledge of Zoom, Google Workspace, Slack, Dropbox, and similar cloud applications.
• Knowledge of endpoint security management and device protection practices.
• Ability to work independently, prioritize urgent requests, and maintain attention to detail, quality, and confidentiality.
• Willingness and ability to travel occasionally to Palo Alto for in-person work.

Nice to have

• Experience with JAMF or Intune MDM management.
• Experience creating policies with Automox.
• Experience improving IT support processes and driving operational changes.

Culture & Benefits

• Remote and flexible work approach with occasional office support requirements.
• Competitive salary and equity compensation for full-time roles.
• Unlimited PTO, company holidays, and quarterly mental health days.
• Medical, dental, and vision coverage, parental leave, and a 401(k) with employer matching.
• Employee Stock Purchase Program and offsite team retreats.