Senior IT Support

Mytra•Brisbane, CA

15h•$135,000 - $155,000•Onsite

About The Position

As an Senior IT Support at Mytra, you will join our Corporate IT team during a period of rapid scaling. Our team is currently focused on formalizing IT support and governance across a growing company and application landscape, and we need a proactive, service-minded specialist to help us deliver a fast, reliable end-user experience while becoming the company's trusted knowledge expert across our core business applications.

Requirements

Proven experience with macOS and Windows endpoint support, SaaS administration, and identity/MDM platforms (Rippling, Jamf, Intune, or Kandji), with 5+ years in IT support and at least 2 in a senior, lead, or escalation-point role.
Hands-on knowledge of core business applications and the ability to learn new tools deeply and quickly enough to become the person others rely on.
Demonstrate a genuine service mindset (patient, responsive, and clear with non-technical colleagues) paired with the judgment to challenge thoughtfully and communicate with clarity and respect.
Excellent written communication, with a track record of turning messy problems into documentation that prevents the next ticket.
Proven ownership of a support queue or function, including SLA and metrics management.

Nice To Haves

Experience administering IT governance, access reviews, or structured intake/procurement processes.
Familiarity with automation and integration tooling (e.g., Zapier) and light scripting.
Background supporting a fast-growing company or a hardware/robotics environment.

Responsibilities

Own the end-user support queue end to end (triage, prioritization, resolution, and escalation) and serve as the senior escalation point for complex, high-impact issues.
Establish and maintain support standards, SLAs, ticket hygiene, and metrics (volume, resolution time, recurring categories, CSAT), and use them to drive real improvements.
Manage device lifecycle support, including provisioning, imaging, MDM enrollment, and decommissioning, and lead the IT side of employee onboarding and offboarding.
Serve as the company's knowledge expert across our core stack (Rippling, Google Workspace, Slack, Notion, Linear, Smartsheet, Ramp, Verkada, Zapier), providing deep support, configuration guidance, and best-practice coaching.
Build and maintain a living knowledge base of runbooks and how-to guides that turn repeat problems into self-service, and mentor junior support staff to raise the bar on service quality.

Benefits

Competitive compensation and equity grants at a high-growth company backed by top-tier VCs
Fully subsidized health coverage, including medical (baseline plans), dental, and vision for employees and dependents
401(k) plans and employer-subsidized life insurance
Fully subsidized lunch and snacks at HQ—we eat and share stories together at the “long” table
Generous PTO and company-paid holidays, including one week over the winter break so everyone can recharge together
Voluntary pet insurance, Voluntary Life Insurance, Accident, Critical Illness, and Hospital Indemnity
Fully subsidized tax advisory services and education to help you understand your equity
Commuter benefits, including a up to $150 monthly commuter benefit
Lively, modern combined office and lab space where we rapidly iterate through design, build, and test phases
Fully equipped onsite gym and showers at headquarters