IT Support Engineer

Clay Labs•San Francisco, CA

6d•$130,000 - $160,000

About The Position

Clay is hiring an IT Support Engineer to deliver responsive support as the company scales and its IT function develops. The role is the first point of contact for employee requests, responsible for triage and resolution across access, software provisioning, onboarding and offboarding, hardware, and general helpdesk needs. The engineer will also partner with the Head of IT to configure and improve workflows in the AI-powered ITSM platform, helping build an efficient helpdesk that can scale. The role also supports office technology, administers Clay’s SaaS tools, and coordinates hardware logistics. The engineer is expected to document processes, recognize recurring issues, and identify opportunities to improve or automate work. This position suits someone who values reliable service delivery, clear communication, and building better processes rather than only executing existing ones.

Requirements

3 to 5 years of experience in IT support, helpdesk, or a closely related role.
Strong service delivery skills, including prioritizing effectively, maintaining clean queues, and communicating clearly when closing requests.
Hands-on experience configuring and managing ITSM platforms.
Broad SaaS administration experience, including Google Workspace, Slack, Zoom, Notion, or similar tools.
Familiarity with office technology, including conference room AV setup and troubleshooting, Meraki or similar networking equipment, and common peripherals.
Experience supporting end-to-end onboarding and offboarding workflows.
Technical fluency with SaaS platforms, macOS, and basic identity and access management tasks such as provisioning, deprovisioning, and group management.
AI-forward approach, using AI tools to work faster, manage volume intelligently, and improve the support experience.
Process-oriented approach and interest in improving inefficient workflows.
Clear communication skills that help employees trust that their issues are being handled.

Nice To Haves

Experience launching or working day to day with Serval ITSM.
Experience at a fast-scaling startup where IT processes were being built out.
Familiarity with Okta or similar identity platforms at a user or administrator level.
Experience building workflows or automations in an ITSM or similar platform.
Exposure to broader automation tooling.

Responsibilities

Triage and resolve employee requests involving access, software provisioning, onboarding and offboarding, hardware support, and general helpdesk needs.
Execute onboarding and offboarding, including account provisioning and deprovisioning, hardware coordination, and complete employee setup and offboarding.
Partner with the Head of IT to configure and improve the ITSM platform, define request categories, build intake workflows, and manage queues.
Support conference room AV, networking equipment, peripherals, and general office technology.
Administer Google Workspace, Slack, Zoom, Notion, and other core SaaS tools, including user provisioning and settings management.
Coordinate device provisioning, shipping, receiving, and basic asset tracking.
Document owned processes, identify patterns in requests, and flag opportunities to improve or automate recurring work.