Support Engineer (IT)

TL;DR

Support Engineer (IT): Providing onsite and distributed technical support for employees with an accent on MacOS/Windows troubleshooting, SaaS management, and MDM. Focus on reducing technical friction through AI-enabled support workflows and ensuring reliable onsite technology experiences.

Location: Must be based in Westlake, TX (Hybrid: in-person attendance expected at least 3 days per week)

Salary: $37.40 - $44 per hour (Zone 2)

Company

A financial services company on a mission to democratize finance for all.

What you will do

• Provide Tier 1 and Tier 2 support for employees, including queue triage, troubleshooting, onboarding, and offboarding.
• Serve as the primary onsite technology presence in Westlake, managing AV support and onsite events.
• Troubleshoot and support MacOS, Windows, iOS, Android, Google Workspace, Okta, Slack, 1Password, and VPN tools.
• Analyze ticket data and employee feedback to optimize support workflows and knowledge resources.
• Operationalize AI-enabled tools like Gemini, Claude, and ChatGPT to improve ticket deflection and response quality.

Requirements

• 2+ years of experience in IT support, help desk, or workplace technology.
• Proficiency in supporting MacOS, Windows, iOS, Android, MDM platforms, and VPN tools.
• Experience using AI tools to improve troubleshooting and documentation quality.
• Strong communication skills and ability to assist users with clarity and care.
• Must be based in Westlake, TX.

Culture & Benefits

• Performance-driven compensation including bonus programs and equity ownership.
• 100% paid health insurance for employees and 90% coverage for dependents.
• 401(k) matching and employer-paid life and disability insurance.
• Flexible "Lifestyle wallet" for wellness, learning, and other spending.
• Generous time off including company holidays, sick time, and parental leave.
• Premium office experience with catered meals and high-quality workspaces.