IT Support Specialist II
About The Position
Our mission at Oura is to empower every person to own their inner potential. Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. We've helped millions of people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles. Empowering the world starts with living our values and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we ensure that our team members have what they need to do their best work — both in and out of the office. We are looking for an IT Support Specialist II to join our IT Support team and provide hands-on Tier 1–2 support for employees at our San Francisco office and across our distributed workforce. In this onsite role, you’ll troubleshoot macOS, Windows, identity, endpoint management, SaaS, and AV issues; support onboarding and device readiness; and grow your Tier 3 skills alongside experienced teammates. You’ll also help improve our AI-first support model by strengthening knowledge resources and flagging recurring issues so we can resolve employee needs more reliably and at scale.
Requirements
- 1–3 years of IT support experience, with demonstrated ownership of Tier 1–2 tickets.
- Hands-on troubleshooting experience across macOS and Windows, basic networking, and common workplace SaaS tools.
- Experience with endpoint management (such as Mosyle, Intune, Jamf, or Kandji) and identity/access tools (such as Okta or Google Workspace).
- Experience supporting video conferencing or office AV systems, such as Google Meet or Zoom Rooms.
- Strong customer communication and sound judgment: you know when to resolve an issue, verify AI-generated guidance, or escalate.
- Regular use of LLM assistants for work, with care to verify outputs before acting on them.
- Ability to work onsite in our San Francisco office five days per week and provide on-call support for major emergencies only.
Nice To Haves
- Experience with an AI-assisted ITSM platform, such as Atomicwork.
- Basic scripting or automation experience for repetitive support tasks.
- Experience supporting an office buildout, expansion, or a fast-growing company.
Responsibilities
- Deliver reliable Tier 1–2 support for San Francisco-based and remote employees, meeting service expectations while reducing routine escalations to senior IT staff.
- Keep employees productive and new hires ready to work by ensuring devices, access, and core workplace tools are dependable through onboarding, offboarding, and day-to-day support.
- Own the health and lifecycle of a defined device or software domain, maintaining consistent configuration standards across endpoint and identity platforms and improving reliability over time.
- Reduce repeat incidents by recognizing patterns, driving root-cause follow-up, and turning recurring symptoms into durable fixes.
- Improve AI-assisted support quality by strengthening knowledge content, reviewing resolution patterns, and validating AI-generated guidance so Atomicwork resolves more issues accurately and autonomously.
- Expand Tier 3 capability over time, resolving increasingly complex issues independently while using sound judgment about when to escalate.
Benefits
- Competitive salary and equity packages
- Health, dental, vision insurance, and mental health resources
- An Ōura Ring of your own plus employee discounts for friends & family
- 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
- Paid sick leave and parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
