Senior IT Support Engineer

Magic Leap•Austin, TX

3h•Onsite

About The Position

Magic Leap is a pioneer in Augmented Reality (AR) optics, display systems, platforms, devices services, prototyping and manufacturing capabilities. We are known for our unmatched optics stack and have developed ultra-lightweight waveguides and display systems that advance what is possible in AR. With more than a decade of experience in AR innovation, we have made groundbreaking advancements in text legibility, color fidelity and rich digital content visuals while continually expanding the field of view to create engaging, immersive AR experiences. Magic Leap could be your place if you want to be part of a united team where everyone is empowered and trusted to make an impact. At Magic Leap, you can explore innovative solutions and use your talents to solve real-world problems. Working alongside industry experts, you can grow your skills while helping make our technology available to millions of people as a partner in the mixed reality (XR) ecosystem. We know that successful change and progress accelerates diverse perspectives. As we shape our future, everyone's voice matters. Together, we can reimagine the world of work and, with our bold partners, make the impossible possible. As a Senior IT Systems Support Engineer on our Austin R&D Team, you will serve as the frontline technical partner for critical manufacturing systems, lab environments, and production toolsets, ensuring zero downtime in a fast-paced, highly technical environment. You’ll field complex technical issues, manage support tickets, maintain and optimize existing systems, and establish effective processes that keep operations running at peak efficiency. This role requires strong technical judgment, urgency, and a collaborative, solutions-oriented mindset to support daily manufacturing execution and cross-functional operational readiness. Location: This position requires full on-site presence at our Austin, TX facility to ensure seamless collaboration and hands-on support for daily operations. Relocation assistance is available for non-local candidates.

Requirements

Bachelor’s Degree (B.A. or B.S.) from a four-year college or university; or 4+ years of related experience and/or training; or equivalent combination of education and experience.
5+ years of technical support in a multi-site IT, Data Center, or manufacturing environment.
Thorough knowledge and proven hands-on experience in Windows and Linux (e.g., Ubuntu) System Administration and support.
Extensive knowledge of computer hardware, software, and high-availability network infrastructure.
Hands-on experience with racking and stacking server equipment and maintaining physical lab hardware.
Excellent interpersonal and communication skills, with a proven ability to cultivate strong relationships across diverse engineering and corporate teams.
Ability to work independently and in teams, reaching high levels of productivity in a dynamic, rapidly changing environment.
Comfortable managing multiple tasks simultaneously, including rapid incident response under aggressive timelines.
Demonstrates a strong work ethic; a wide degree of creativity, automation focus, and latitude is expected.

Responsibilities

Provide on-site rapid-response technical support and administration for Windows and Linux servers and desktops
Perform rapid Root Cause Analysis (RCA) and troubleshooting of complex systems, networks, and OS applications (e.g., DNS/DHCP routing, Ethernet nodes).
Support physical and virtualized manufacturing servers, workstations, and critical lab environments (e.g., SEM Labs, cleanrooms).
Triage and troubleshoot manufacturing equipment issues, including mapping machine endpoints to manufacturing execution systems (MES), and identifying needs for rapid escalation.
Monitor network/application traffic and respond immediately to resolve manufacturing systems alerts to ensure business continuity.
Act as a Subject Matter Expert (SME) for Manufacturing Toolsets and critical engineering/QA platforms (e.g., TestRail).
Communicate technical information clearly to non-technical users, document current user procedures, and maintain excellent customer service.
Bridge technical challenges between vendor/customer interactions and internal facilities/IT teams.
Design, coordinate, and execute efforts for system disaster recovery and hardware lifecycle management.
Adapt to TSS best practices, including protocols and compliance requirements for cleanroom environments.
Work effectively within a DevOps team structure and align with SRCE methodologies.
Act as an Auxiliary support champion for partner teams such as InfoSec and Service Desk, handling security escalations, enforcing access controls, and maintaining compliance on all managed systems.
Manage multiple overlapping initiatives, including security compliance, operational best practices, and ongoing dedicated projects (both supervised and unsupervised).