IT Support Engineer

Socure • San Francisco, CA

1d • $125,000 - $150,000 • Hybrid

About The Position

The IT Support Engineer is the face of IT for Socure’s San Francisco office and a core member of the wider IT team. The role resolves end-user issues across macOS and Windows, maintains collaboration tools including Google Workspace, Slack, and Zoom, and manages office AV and the device lifecycle. The engineer works independently on most tickets, escalates when appropriate, and creates documentation and automation to prevent recurring issues.

The role is onsite in the San Francisco office at least three days per week and also provides remote support to the global workforce.

Requirements

• 2–4 years of hands-on IT support experience in a corporate or SaaS environment.
• Working proficiency troubleshooting macOS and Windows, including imaging or enrollment, disk encryption, and common application issues.
• Experience with an MDM platform such as Jamf, Intune, or similar.
• Familiarity with Okta and Google Workspace administration at the support level.
• Working knowledge of Slack and Zoom administration or end-user support.
• Networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Clear written and verbal communication, including the ability to explain technical issues calmly and without jargon to non-technical colleagues.
• Good security judgment, including verifying identity before granting access and knowing when to escalate.
• Ability to work onsite in San Francisco three days per week.
• Ability to lift up to 50 lbs for equipment handling.

Nice To Haves

• Experience with ITIL practices, Jira Service Management, or SLA-driven support queues.
• Scripting experience in Bash, Python, or PowerShell, or low-code automation experience with tools such as Zapier or Okta Workflows.
• Certifications such as Apple Certified Support Professional, Jamf 100/200, CompTIA A+, or Network+.
• Curiosity and willingness to experiment with AI tools to augment technical problem-solving and streamline IT support workflows.
• Experience with VDI.

Responsibilities

• Own hardware, software, access, and collaboration tickets end to end, meeting SLAs and communicating clearly with requesters.
• Provide in-person deskside support in the San Francisco office and remote support to distributed employees at every level, including executives.
• Provision, enroll, deploy, repair, and retire macOS endpoints and peripherals through MDM; support hardware onboarding and offboarding.
• Handle routine Okta and Google Workspace support tasks, including MFA and FastPass enrollment, lockouts, group and application access, and shared-drive permissions, following least-privilege and approval requirements.
• Troubleshoot Google Workspace, Slack, and Zoom account, calendar, sharing, and meeting issues, and escalate platform-level problems with clear details.
• Maintain conference room AV, including Zoom Rooms and similar systems; perform first-line Wi-Fi and wired network troubleshooting and coordinate escalations with other IT engineers.
• Maintain accurate hardware inventory throughout procurement, deployment, return, and disposal.
• Write knowledge-base articles, identify recurring ticket patterns, automate repetitive work with scripts or workflows, and propose root-cause fixes.
• Handle equipment weighing up to 50 lbs.

What This Job Offers

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