Executive IT Support Engineer- Senior

USAA•San Antonio, TX

6d•$114,080 - $218,030•Hybrid

About The Position

USAA is seeking two dedicated Infrastructure Engineer Seniors for its Executive Technology Support team. The role engineers, operates, and continuously improves the systems, endpoints, mobility, identity, conferencing, and audiovisual infrastructure used by USAA executives and their support staff. It combines hands-on infrastructure engineering with executive-facing service, including designing and automating the executive computing environment, resolving complex incidents spanning endpoints, networks, identity, and collaboration platforms, and implementing systemic fixes to prevent recurrence. The engineer develops standards, playbooks, telemetry, and infrastructure-as-code to make high-touch support a repeatable service and serves as a trusted technology partner during important business events, meetings, travel, and leadership transitions. The position is based in San Antonio, Texas, and requires working in the office four days per week. Relocation assistance is not available. The salary range is $114,080–$218,030, with actual pay varying by location, experience, and market data. Employees may be eligible for performance-based pay incentives. USAA does not provide visa sponsorship for this role.

Requirements

Bachelor's degree, or four years of relevant education and/or experience.
Six years of infrastructure experience demonstrating technical depth in relevant disciplines or technologies, including two years in Systems Operations or an end-user computing environment supporting complex deployment and infrastructure management, or applicable IT experience such as IT Management, Software Development, Data Engineering, or Agile Product/Release Management.
Four years of experience creating, modifying, and maintaining infrastructure and system components across endpoint, mobility, identity/access, conferencing/AV, or collaboration platforms.
Advanced troubleshooting across end-to-end technology stacks, including Windows and/or macOS endpoints; iOS/Android/MDM mobility; SSO, MFA, and conditional-access identity systems; enterprise networking and remote access; and tools such as Microsoft 365, Teams, and Zoom.
Experience providing executive-level mobile-device support, including iOS/iPadOS, Android, Microsoft Intune or equivalent MDM, mobile email, and collaboration platforms.
Experience working with cloud technologies and tools.
Experience automating service delivery and maintenance using scripting and/or infrastructure-as-code tools such as PowerShell, Bash, Python, Terraform, Ansible, or equivalents.
Experience owning complex cross-team escalations end-to-end and driving root-cause remediation into underlying platforms.
Advanced business acumen in business operations, risk management, industry practices, and emerging trends.
Ability to operate with professionalism, discretion, confidentiality, and sound judgment in high-visibility, time-sensitive situations.
Strong oral and written communication skills, including explaining complex technical topics clearly to non-technical and executive audiences.

Nice To Haves

Experience supporting senior leaders, executives, boards, or other high-touch customer groups in a large enterprise, financial services, or similarly regulated environment.
Engineering depth in at least two of the following areas: macOS management (Jamf or equivalent), Windows endpoint management (Intune, SCCM), iOS/Android MDM, identity and access engineering, enterprise networking and remote access, or executive conference-room and AV design (Zoom Rooms, Microsoft Teams Rooms, Crestron, Poly, or Cisco).
Experience engineering, instrumenting, and continuously improving executive computing environments, including telemetry and digital experience monitoring such as Nexthink, ControlUp, Splunk, or similar, and using telemetry to drive proactive fixes.
Experience embedding automation and infrastructure-as-code into support or end-user computing to eliminate manual work.
Experience responsibly applying AI-assisted support, agentic tooling, or generative AI in an enterprise support context.
Experience managing complex escalations coordinated across endpoint, identity, networking, collaboration, security, and vendor teams.
Experience partnering with Cybersecurity on executive threat protection, endpoint hardening, and privileged-access patterns.
Experience partnering with Executive Protection, Corporate Communications, Executive Administration, Facilities, and Physical Security to deliver an integrated executive experience.
Experience building or improving support procedures, playbooks, readiness checks, or operational standards, and mentoring peers or serving as an escalation point for junior engineers.
Experience designing and operating 24x7 on-call, follow-the-executive, and travel-support coverage models.
Relevant certifications, including CompTIA A+, Apple Device Support (ACSP), or InfoComm CTS.
ITIL v4 Foundation, Microsoft 365 Certified: Endpoint Administrator, or equivalent certification.

Responsibilities

Independently design scalable IT system infrastructure; provide oversight and prioritization for system changes; handle complex implementations; automate service delivery and maintenance; and direct monitoring and tooling activities.
Resolve highly complex production issues and lead end-to-end troubleshooting across multiple systems.
Analyze end-to-end system failures, identify opportunities across systems, and recommend solutions to business leaders.
Experiment with new patterns and technologies.
Establish and improve engineering best practices, concepts, and patterns with peers and the business.
Understand customers and proactively identify innovative solutions for products and the business.
Mentor and coach engineers on system design, development, and maintenance.
Develop software-defined infrastructure in code within CI/CD pipelines.
Ensure risks associated with business activities are effectively identified and measured.
Engineer and improve executive computing systems, endpoints, mobility, identity, conferencing, and audiovisual infrastructure.
Drive root-cause remediation into underlying platforms following complex, cross-team escalations.