IT Support Engineer (AI)

Location: Hybrid in New York, United States; onsite presence required for imaging, deployments, hardware repair, and in-person support. Occasional after-hours or weekend work may be required for maintenance windows, migrations, and escalations.

Salary: $110K–$150K base pay annually, with equity offers; pay may vary based on market location, skills, and experience.

Company

Fireworks AI provides a platform for building, training, and serving specialized AI models for enterprise data, workflows, and products.

What you will do

• Administer Windows and macOS endpoint and device management, including enrollment, configuration profiles, group policies, software distribution, imaging, deployment, and proactive remediation.
• Act as the Tier 1/2 escalation point for device management, identity, authentication, Microsoft 365, Google Workspace, conferencing, telephony, and collaboration tooling.
• Partner with IT Engineering and security on patch management, vulnerability remediation, endpoint compliance, and security-driven tickets within SLA.
• Own a high-volume ServiceNow or Jira ticket queue, provide in-person and remote support, and maintain customer satisfaction across the organization.
• Manage hardware and software assets, including shipping and recovery for new hires and leavers.
• Lead new-hire IT onboarding and create runbooks and self-service documentation in Confluence or SharePoint.

Requirements

• 5+ years of progressive experience in IT support, end user services, or systems administration.
• Strong hands-on enterprise troubleshooting experience with both Windows and macOS.
• Production administration experience with at least one major MDM platform, such as JAMF Pro, Microsoft Intune, Addigy, or an equivalent, including building configuration profiles and policies from scratch.
• Working knowledge of Okta, Active Directory, or Entra ID, including SSO and MFA administration.
• Experience with endpoint security and patch management tools such as BigFix, SentinelOne, Automox, Zscaler, or similar.
• Proficiency with ServiceNow or Jira Service Management and a record of meeting SLA commitments at volume.
• Strong administration skills in Microsoft 365 and/or Google Workspace.
• Ability to operate with minimal process and high ambiguity while building structure where none exists.
• Excellent written and verbal communication and a white-glove customer service approach across all organizational levels.
• Ability to lift and move IT equipment weighing up to 40 lbs.

Nice to have

• JAMF Certified Tech (JAMF 200) or higher, or Microsoft, Okta, or CompTIA certifications.
• Linux fundamentals and experience administering VMware vSphere or Hyper-V virtual machines.
• Experience supporting file share, print, or application servers on Windows Server.
• Scripting experience with PowerShell, Bash, or Python.
• Reporting and dashboarding experience with Power BI or an equivalent tool.
• Experience supporting users across multiple international regions.

Culture & Benefits

• Work on AI infrastructure, including low-latency inference and scalable model serving.
• Collaborate with engineers and AI researchers on technology used by businesses and developers.
• Operate in a fast-growing environment emphasizing ownership, impact, curiosity, and innovation.
• Support a globally distributed workforce across North America and EMEA time zones.