IT Support Engineer (AI)

TL;DR

IT Support Engineer (AI/SaaS): Managing service delivery and technical support for a fast-scaling AI company with an accent on SaaS administration, ITSM workflow optimization, and hardware logistics. Focus on building scalable helpdesk processes, automating recurring tasks, and ensuring seamless onboarding and offboarding experiences.

Location: Hybrid in New York

Salary: $130k – $160k

Company

AI-powered growth platform helping organizations turn growth ideas into reality using unique data and AI research.

What you will do

• Triage and resolve incoming requests across access, software, and hardware support to ensure reliable service delivery.
• Execute end-to-end onboarding and offboarding workflows, including account provisioning and hardware coordination.
• Partner with the Head of IT to configure and improve the AI-powered ITSM platform, defining request categories and intake workflows.
• Maintain office technology, including conference room AV, networking equipment, and peripherals.
• Administer the core SaaS stack, including Google Workspace, Slack, Zoom, and Notion.
• Identify patterns in support requests to document and automate recurring work for a smarter helpdesk.

Requirements

• 3 to 5 years of experience in IT support or helpdesk roles.
• Hands-on experience configuring and managing ITSM platforms.
• Broad SaaS administration experience (Google Workspace, Slack, Zoom, Notion).
• Technical fluency in macOS and basic identity and access management.
• Familiarity with office technology, such as conference room AV and Meraki networking equipment.
• Must be based in or able to work hybrid in New York.

Nice to have

• Experience with Serval ITSM.
• Background in a fast-scaling startup environment.
• Familiarity with Okta or similar identity platforms.
• Experience building automations within an ITSM or similar platform.

Culture & Benefits

• AI-forward environment that encourages using AI tools to handle volume and improve efficiency.
• Access to world-class coaches specializing in creativity and management.
• Unique culture that values diverse outside interests and personal passions.
• Opportunity to shape the IT function from the ground up in a high-growth, well-funded company.