Principal Support Engineer

Sonar • Austin, TX

113d

About The Position

As a Principal Support Engineer at Sonar, you will play a critical role in maintaining the company's IT infrastructure and security. You will not only address individual user issues but also diagnose complex system-wide problems and architect solutions to prevent future issues. Your responsibilities will include mentoring junior team members, developing best practices for the department, and contributing to the overall IT strategy. You will be proactive in ensuring security and stability, anticipating potential threats, and fortifying the company's systems before breaches can occur.

Requirements

• 10+ years of progressively responsible experience in a technical support or engineering role.
• Proven ability to handle complex, high-profile, and critical customer issues.
• Demonstrated experience in a leadership or mentorship capacity.
• Experience in a 'problem prevention' and 'root cause analysis' role.
• Experience in creating and implementing support processes and best practices.
• Demonstrated success in leading and driving continuous improvement efforts.

Nice To Haves

• Familiarity with evaluation and support of AI tools for Helpdesk and Customer workflows.

Responsibilities

• Manage the full lifecycle of employee IT support, from onboarding to offboarding.
• Handle IT equipment logistics and user access management.
• Ensure data integrity across systems.
• Serve as a senior point of contact for daily IT incidents and service requests.
• Provide on-site and remote support, including potential travel to different office locations.
• Create and maintain comprehensive documentation to empower users and streamline internal processes.
• Manage relationships with IT vendors and drive continuous improvement by analyzing support data.
• Oversee physical security systems, such as access control and security cameras.

Benefits

• Flexible comprehensive employee benefit package.
• 23 days of PTO per calendar year, with additional time for sickness, life events, and holidays.
• 401(k) plan with a 4% match, fully vested on day one.
• Generous discretionary Company Growth Bonus, paid annually.
• Fully paid parking in downtown Austin, Texas.
• Global workforce with employees in 20+ countries.
• Annual kick-off event to build relationships and goals for the company.
• Monthly catered events and team events.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 501-1,000 employees