Senior IT Support Engineer

LaunchDarkly•Oakland, CA

7h•Onsite

About The Position

LaunchDarkly is hiring a Senior IT Support Engineer to own and evolve how IT support operates at scale. This role combines hands-on support with responsibility for designing, improving, and automating the systems that power employee support. The role involves designing and improving IT support operations for the Oakland hub, focusing on scalability, automation, and consistency, while also driving improvements that impact the broader global support model. This role is expected to identify inefficiencies, reduce manual work, and implement scalable solutions using automation and AI. Success in this role means not only resolving issues, but fundamentally improving how support is delivered across the company. The ideal candidate is an experienced IT engineer who is motivated by improving systems, not just resolving tickets. They look for patterns in support work, identify what is not working, and take action to fix it. They are comfortable operating in environments where not everything is defined. They can assess current workflows, prioritize what matters most, and implement changes that make support more scalable and consistent. They have experience reducing manual work through automation, scripting, or tooling, and are interested in applying AI to improve how support is delivered. They are not satisfied maintaining inefficient processes and are willing to challenge existing tools or approaches when better solutions exist. They work effectively both independently and with others. They take ownership of problems, but they also collaborate to improve how the team operates as a whole, including sharing context, improving documentation, and contributing to more consistent practices. They are motivated by moving a team from reactive support toward a more proactive, systems-driven approach, where fewer issues repeat and employees can resolve more on their own.

Requirements

8+ years of experience in IT support or end user support in a SaaS or high-growth/large scale environment
Experience owning and improving support processes or operational domains, not just executing within them
Demonstrated experience driving automation or workflow improvements (scripting, tooling, or platform-based automation)
Experience applying AI tools to improve support workflows, such as ticket triage, knowledge generation, or employee self-service
Ability to analyze support patterns and translate them into scalable solutions
Ability to operate independently, prioritize effectively, and make decisions with incomplete information
Ability to communicate clearly through documentation, process design, and cross-functional collaboration

Responsibilities

Own a defined set of end-to-end IT support operations within the Oakland hub, ensuring a reliable and high-quality in-office technology experience
Resolve complex employee issues across endpoints, SaaS tools, identity systems, and workplace technology
Design and improve onboarding, offboarding, and device lifecycle systems to reduce manual effort and increase consistency
Identify patterns in support demand and lead initiatives to eliminate recurring issues through AI, automation, tooling, or system changes
Lead the adoption of AI and automation in IT support, implementing solutions that improve response quality, reduce ticket volume, and expand self-service
Define and improve support workflows, triage models, and documentation standards to increase team efficiency and scalability
Act as a key contributor to the global support model, improving cross-regional handoffs and consistency of service
Partner with Security, People, and Workplace teams to ensure IT systems are secure, compliant, and aligned with company needs
Maintain and evolve knowledge base content to enable employees and IT teammates to resolve issues independently
Use support metrics and trends to identify gaps and drive continuous improvement