Senior Support Engineer, Snoo Operations & Support (IT Operations)

Location: New York City, NY; on-site at the New York office at least 4 days per week. The role supports the Central and East regions of the United States and some European regions, with frequent office events, AV support, and occasional special-event coverage.

Base salary: $132,600–$185,600 USD per year, plus potential equity and commission depending on the position offered.

Company

Reddit operates a global community platform with more than 100,000 active communities and approximately 130 million daily active unique visitors.

What you will do

• Troubleshoot Mac hardware, applications, accounts, access, and other end-user technology issues through walk-up support, tickets, email, and chat.
• Lead ticket escalations, administer support queues, document issues, and provide updates to management, the team, and end users.
• Support office help desk operations, onboarding, hardware provisioning, inventory management, AV systems, events, and on-call coverage.
• Maintain endpoint protection, firewall, patching, multi-factor authentication, access controls, and other security standards.
• Coordinate with engineering, infrastructure, security, vendors, subcontractors, and third-party providers to resolve issues and deliver projects.
• Mentor support staff, participate in hiring, set team goals, and help drive operational consistency and performance.

Requirements

• 5+ years of experience in IT operations or professional IT support, including 3+ years mentoring junior team members.
• Strong Mac troubleshooting, hardware and application support, problem-solving, customer service, and component isolation skills.
• Experience leading support ticket management and tracking, maintaining asset inventories, and documenting technical issues.
• Experience with Google Workspace for enterprise, information technology and security best practices, and audio/video conferencing solutions.
• Strong communication skills and experience managing vendor relationships and multiple concurrent projects.
• Ability to participate in an on-call rotation including after-hours and weekend support.

Nice to have

• Experience supporting IT operations independently in a rapidly growing startup environment.
• Experience with identity providers and SAML, including Okta, OneLogin, or SailPoint.
• Experience managing vendors and applying audio engineering principles to technical support.

Culture & Benefits

• Healthcare benefits and income replacement programs.
• 401(k) with employer match and global benefit programs.
• Professional development, caregiving, family planning, gender-affirming care, and mental health support.
• Flexible vacation, paid volunteer time off, and paid parental leave.
• Equity in the form of restricted stock units may be available depending on the position offered.