Senior Support Engineer, Snoo Operations & Support

Reddit•New York City, NY

2d•Hybrid

About The Position

The Reddit Corporate Technology team is looking for an extraordinary Senior Support Engineer, Snoo Operations & Support (SSO), to help drive and scale our support team. Supporting the Central and East regions of the United States and some European regions, this role is expected to be on-site at our New York office at least 4 days a week to support office helpdesk experience, frequent events, AV support and for special events as needed. Our team works cross-functionally with our partners in CorpEng Systems, CorpEng Infrastructure, Biz Apps Engineering, Security, and other teams to coordinate work, handle ticket escalations, and resolve issues. We on-board new employees, provision hardware, and provide hands-on or remote support for all Reddit employees worldwide. You will be a hands-on technical leader, working with the team and assisting our customers via in-person walkup, support tickets, email, and chat. You will help lead day-to-day end user support end-users for the office while working closely with the greater team to: build and maintain support documentation and tools, coordinate schedules, administer queues, act as a final escalation for critical issues. You have an excellent background in Mac software, Jira Service Desk and hardware troubleshooting. You are passionate about providing the best customer service experience possible, mentoring others, and driving best practices within the team.

Requirements

5+ years experience in IT Operations or IT Support in a professional environment
3+ years of mentorship experience to junior team members
Experience leading support ticket management and tracking
Strong customer service, problem-solving and teamwork abilities
Google Workspace for enterprise experience
Knowledge of audio/video conferencing solutions and support
Experience with Information Technology and Security best practices
Excellent oral and written communication skills and customer service
Experience communicating with vendors to manage expectations and relationships
Ability to plan, drive, and support multiple, concurrent projects and initiatives
Ability to participate in an on-call rotation that includes after hours and weekend support

Nice To Haves

Experience supporting a company’s IT with little or no oversight
Experience with Identity Providers/SAML (Okta, OneLogin, Sailpoint, etc.)
Previous experience in a rapidly growing startup environment
Experience managing vendor relationships
Experience with audio engineering principles and support

Responsibilities

Troubleshoot hardware and applications and provide technical support and problem-solving.
Provide timely resolution of problems and act as senior escalation point for team and customers to management
Work cross-functionally and advocate for team across all functional groups and organization levels
Support security standards (endpoint protection software, firewall, patching, multi-factor authentication, access)
Maintain user accounts, passwords, data integrity, system access & security within policy
Help manage relationships with local vendors, subcontractors and 3rd party providers
Assist with inventory management to support operations
Independently drive multiple Snoo operations projects and deliverables for the team
Participate in evaluating, recruiting, hiring, and mentoring team members
Work with management to set team goals, lead staff to achieve results and be accountable for team performance

Benefits

Comprehensive Healthcare Benefits and Income Replacement Programs
401k with Employer Match
Global Benefit programs that fit your lifestyle, from workspace to professional development to caregiving support
Family Planning Support
Gender-Affirming Care
Mental Health & Coaching Benefits
Flexible Vacation & Paid Volunteer Time Off
Generous Paid Parental Leave
equity in the form of restricted stock units
commission
medical, dental, and vision insurance
401(k) program with employer match
generous time off for vacation
parental leave