Senior Technical Support Engineer

Roku • Boston, MA

54d • $89,000 - $99,000

About The Position

We are looking for a Senior Technical Support Engineer to provide enterprise-level assistance to internal teams. In this role, you will diagnose and troubleshoot software, hardware, and network issues across diverse platforms, perform root-cause analysis, and guide employees through resolution steps. You will triage and prioritize incoming requests, maintain SLAs, and escalate complex incidents to engineering while ensuring clear, timely communication. You will document fixes, create knowledge base articles, and recommend process improvements to reduce repeat issues. You will participate in on-call rotations, monitor system health, and proactively address emerging problems. Strong problem-solving skills, stakeholder empathy, and experience with ticketing systems, remote support tools, and enterprise applications are essential.

Requirements

• Minimum 5+ years of IT support experience
• In-depth network concepts and protocols such as RPC, DNS, DHCP, TCP/IP, and the OSI model
• Excellent knowledge of Windows and Mac OS
• Intermediate knowledge of Linux
• Excellent written and verbal communication skills, with a focus on technical or instruction-oriented writing and on clearly communicating complicated concepts over the phone, in person, and in writing
• Hands-on experience using and/or troubleshooting Microsoft Windows 11, Microsoft Office 365, and macOS, Linux distro, Ubuntu
• Good understanding of wire and wireless troubleshooting, all flavors of IEEE 802.11x
• Knowledge of network fundamentals and devices, LAN, WAN, ISP, Switches, Firewall

Nice To Haves

• Experience with Mobile Device Management platforms (i.e., JAMF, Intone)
• Experience supporting Atlassian products: Confluence, Jira, Jira Service Management, Assets
• Experience with Microsoft SaaS products: SharePoint, OneDrive, O365, Azure
• Microsoft certifications like Network+ or Cisco CCNA are a plus
• Creativity - the ability to think around problems and come up with creative solutions- is helpful

Responsibilities

• Serve as the initial point of contact for the resolution of issues involving: access, computer systems (laptops, desktops, VDI), applications, network, hardware, software, printers, conference rooms
• Monitor the internal Helpdesk Channel and act on requests
• Respond to service requests, incidents, and tasks, following in-house procedures and escalation processes, utilizing our ticketing system
• Provide support services to Roku employees with a wide range of technical problems and information technology issues, including, but not limited to: Microsoft products, cloud conferencing solutions, Adobe products, etc
• Perform installations, configurations, upgrade tasks, and troubleshooting of operating systems, software, and networking issues
• Troubleshoot research, diagnose, document, and resolve technical issues surrounding Microsoft Windows, MS Office applications, email, VPN, and other special applications
• Responsible for timely problem resolution or escalation on behalf of customers to the appropriate support teams
• Provide support to configure mobile devices and apps. (e.g., MFA, Slack, Zoom, Teams)
• Work independently with limited daily instruction

Benefits

• Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families.
• Our comprehensive benefits include global access to mental health and financial wellness support and resources.
• Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension).
• Our employees can take time off work for vacation and other personal reasons to balance their evolving work and life needs.
• It's important to note that not every benefit is available in all locations or for every role. For details specific to your location, please consult with your recruiter.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed