IT Support Engineer

Collective • San Francisco, CA

6d • $160,000 - $189,000 • Hybrid

About The Position

Collective is seeking an IT Support Engineer to join their team. This role is a hybrid position, focusing on engineering the macOS fleet, identity stack, office network, and automation for IT operations, while also managing the ticket queue and providing face-to-face support. The company operates as a Mac shop and emphasizes a modern, lean stack where identity is central. The engineer will be responsible for tracing and resolving issues within the identity and provisioning chain, rather than simply escalating them.

Requirements

• 3–5 years in IT support or IT engineering, with at least 2 supporting a majority-Mac fleet.
• System administration and advanced troubleshooting across macOS endpoints, including real command-line fluency (bash/zsh — reading logs, managing services, configuration profiles, scripted fixes) and MDM platform management.
• Strong hands-on experience administering core SaaS platforms: Google Workspace, an IdP/SSO platform, MDM, and ITSM tooling.
• Working knowledge of modern identity protocols (SAML, OAuth, OIDC, SCIM) and the integrations that run across them.
• Scripting in Bash/Zsh and Python.
• Solid networking fundamentals — Wi-Fi, LAN, DHCP, DNS, VLANs — and the ability to run an office network day to day.
• Conviction that AI and automation should eliminate manual work — you build the fix once rather than click through it again.
• Excellent problem-solving and the ability to work calmly under pressure.
• Communicate effectively with engineers, security professionals, and business stakeholders — and warmly, without condescension, with the people behind the tickets.
• Ticket-queue discipline in a modern ITSM tool — you communicate status, hit SLAs, and close the loop.

Responsibilities

• Lead the design, implementation, and maintenance of secure, scalable IT infrastructure across identity, endpoints, network, and SaaS.
• Build and maintain automated employee-lifecycle (joiner / mover / leaver) workflows that replace manual provisioning work.
• Contribute to internal tooling, extending dashboards and automation scripts in Python, and utilizing AI-assisted workflows.
• Serve as a technical escalation point for issues Tier 1 can't resolve, and turn recurring escalations into permanent fixes.
• Troubleshoot advanced macOS issues beyond the GUI, including system logs, launch agents/daemons, configuration profiles, plists, and disk/FileVault issues.
• Manage the Mac fleet through MDM, including zero-touch deployment, configuration baselines, OS update enforcement, and compliance remediation.
• Partner with security on endpoint health, including EDR sensor issues, vulnerability remediation, and closing compliance gaps.
• Maintain accurate asset inventory across procurement, assignment, repair, and decommission.
• Administer and troubleshoot the IdP, including SSO/SAML app issues, SCIM provisioning, role mappings, and MFA resets.
• Administer Google Workspace, including accounts, groups, delegation, and mail routing/delivery issues.
• Trace and fix provisioning breakages across the HRIS → IdP → SaaS chain.
• Manage the office network, including Wi-Fi, wired LAN, VLANs, DHCP/DNS, monitoring health, tuning performance, and maintaining documentation.
• Troubleshoot connectivity end-to-end and manage vendor and ISP escalations.
• Maintain office infrastructure such as conference-room AV and video systems, printers, and desk/peripheral deployment.
• Own IT projects end-to-end, including scoping, timelines, deliverables, and stakeholder communication.
• Partner cross-functionally with security, engineering, and People Ops on rollouts, integrations, and process changes.
• Own tickets end-to-end in the service desk, handling access requests, hardware, software, lockouts, and Workspace administration.
• Deliver white-glove, face-to-face support as a primary onsite IT contact.
• Write and maintain knowledge-base articles and runbooks.

Benefits

• Hybrid Work Model: Based in San Francisco with a balance of in-office and remote flexibility.
• Fresh Lunch: Provided on in-office days.
• Commuter Support: $150 monthly reimbursement for transit expenses.
• Health & Wellness: $200 quarterly reimbursement to support your well-being.
• Time Off: Flexible PTO plus 14 company holidays.
• Comprehensive Coverage: 100% medical, dental, and vision for employees; 75% coverage for dependents.
• Parental Leave: 16 weeks fully paid.
• Retirement & Ownership: 401k plan plus an equity package.
• Team Connection: Quarterly virtual events and an annual in-person summit.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed