Executive IT Support Engineer- Senior

USAA•San Antonio, TX

5d•Hybrid

About The Position

USAA is seeking two senior Infrastructure Engineers for its Executive Technology Support team. This hands-on infrastructure engineering role supports the systems, endpoints, mobility, identity, conferencing, and audiovisual infrastructure used by USAA executives, including the Chairman, CEO, executive officers, and their support staff. The role combines infrastructure engineering with executive-facing service, designing and automating the executive computing environment and resolving complex incidents across endpoint, network, identity, and collaboration platforms. It also focuses on building standards, playbooks, telemetry, and infrastructure-as-code that make executive support repeatable and reliable. The position is based in San Antonio, Texas, with a flexible work environment requiring four days per week in the office. Relocation assistance is not available.

Requirements

Bachelor's degree, or four years of relevant education and/or experience.
Six years of infrastructure experience demonstrating technical depth in one or more disciplines or technologies, including two years in systems operations or an end-user computing environment supporting complex deployment and infrastructure management activities, 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 individual system components across endpoint, mobility, identity/access, conferencing/AV, or collaboration platforms.
Advanced troubleshooting experience across end-to-end technology stacks, including Windows and/or macOS endpoints, iOS/Android/MDM mobility, identity and access (SSO, MFA, conditional access), enterprise networking and remote access, and collaboration 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.
Demonstrated experience working with cloud technologies and tools.
Experience automating service delivery and maintenance through scripting and/or infrastructure-as-code, such as PowerShell, Bash, Python, Terraform, Ansible, or equivalent.
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 act professionally and with discretion, confidentiality, and sound judgment in high-visibility and 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: 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 a support or end-user computing function to eliminate manual work.
Experience responsibly applying AI-assisted support, agentic tooling, or generative AI in an enterprise support context.
Experience managing complex escalations requiring coordination 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 running 24x7 on-call, follow-the-executive, and travel-support coverage models.
Relevant certifications, such as CompTIA A+, Apple Device Support (ACSP), InfoComm CTS, ITIL v4 Foundation, Microsoft 365 Certified: Endpoint Administrator, or equivalent.

Responsibilities

Design scalable IT system infrastructure independently, set priorities and provide oversight for system changes, and reserve execution for complex implementations.
Automate service delivery and maintenance tasks and provide direction and priority for monitoring and tooling activities.
Resolve highly complex production issues and lead end-to-end troubleshooting across multiple systems.
Analyze end-to-end system failures and identify improvement opportunities across systems.
Recommend solutions to business leaders.
Experiment independently with new patterns and technologies.
Help establish and improve engineering best practices, concepts, and patterns with peers and the business.
Understand customer needs and proactively identify innovative solutions for the product and business.
Mentor and coach engineers on system design, development, and maintenance.
Develop software-defined infrastructure in code and CI/CD pipelines.
Ensure risks associated with business activities are effectively identified and measured.