IT Support Engineer

Solace•Redwood City, CA

2d•Hybrid

About The Position

We’re seeking an IT Support Engineer to own Tier 1 and Tier 2 support during a period of rapid growth. This role will be the frontline of our IT function — handling day-to-day support requests while also diving deeper into more complex system, access, and device issues. You’ll be the person our team turns to when something breaks, when someone needs access, or when we’re evaluating whether a new tool will actually work in our environment. From shipping a new hire’s laptop and provisioning accounts to troubleshooting authentication failures or resolving endpoint management issues, you’ll ensure our internal technology runs reliably and securely. This is a hands-on role with real ownership: you’ll triage, resolve, and escalate appropriately — while helping us build better systems and processes along the way.

Requirements

3 - 6 years of experience in IT support, helpdesk, or systems administration
Strong knowledge of macOS and Windows operating systems.
Demonstrated experience with cloud-based SaaS applications.
Strong Tier 1 and Tier 2 support experience.
Familiarity with identity and access management (IAM) tools, MDM systems, and ticketing platforms.
Fundamental understanding of networking concepts including VPN, DNS, Wi-Fi, and IP configuration.
Excellent troubleshooting, communication, and interpersonal skills.
Experience supporting a distributed or hybrid workforce.
Applicants must be based in the United States.

Nice To Haves

Working knowledge of cloud environments (AWS, GCP, or similar).
Relevant certifications such as CompTIA A+, Network+, or equivalent.

Responsibilities

Provide Tier 1 and Tier 2 technical support via helpdesk, Slack, and other remote-support tools.
Troubleshoot and resolve hardware, software, and connectivity issues on macOS, Windows, and mobile platforms.
Manage user onboarding and offboarding, including device setup, account provisioning, and permissions through tools such as Google Workspace, Okta, and 1Password.
Support and maintain Slack, Zoom, and other applications used across the organization.
Administer device management and endpoint-security tools.
Maintain the company’s hardware inventory, asset tracking, and license management systems.
Collaborate with the Security team to ensure adherence to security policies, including MFA, patching, and access-control requirements.
Document troubleshooting procedures, IT workflows, and user guides in the internal IT & Security Wiki.
Assist with network and office infrastructure support where applicable, including printers, routers, and A/V systems.
Participate in IT projects and process-improvement initiatives as assigned.