Senior IT Support Engineer

🔥 18 hours ago

🇺🇸 United States – Remote

💵 $109k - $153k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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1Password

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

🔒 Cybersecurity

☁️ SaaS

⚡ Productivity

💰 $620M Series C on 2022-01

Cybersecurity • SaaS • Productivity

1Password is a leading password management and cybersecurity company that offers solutions for both individual and business customers to securely store and manage passwords, secrets, and sensitive information. With features like extended access management (XAM), 1Password empowers users to manage access to every application and web account, ensuring security across all devices with alerts for possible breaches. Trusted by over 150,000 businesses, 1Password provides comprehensive security solutions that enhance productivity by enabling easy and secure sharing of credentials and managing permissions, while maintaining high visibility and control. Their services cater to enterprises and families, providing protection from bad actors in today's SaaS-centric hybrid work environment.

📋 Description

• Own complex, ambiguous, or sensitive employee technology issues through resolution • Coordinate with Identity, Endpoint, Security, Infrastructure, and Enterprise Systems teams when needed • Participate in a regular support queue rotation while maintaining dedicated time for service improvements • Build and maintain AI-assisted playbooks, automations, triage workflows, knowledge resources, and self-service experiences • Improve onboarding, access, device, and software support workflows • Identify recurring support problems and create durable improvements to processes, workflows, or services • Establish baselines and measure support improvement impact, including resolution quality, time to resolution, repeat demand, automation success, and employee experience • Help teammates adopt effective support practices • Make sound decisions about automation, human review, specialist escalation, verification, approval, access, and privacy controls • Report to the Team Lead, IT Support and work with teams across multiple time zones

🎯 Requirements

• 5+ years of experience in internal information technology (IT) support, workplace technology, IT operations, or a related field • Troubleshooting complex issues across identity and access, devices, software, SaaS, and workplace applications • Experience using ticketing systems, knowledge bases, service catalogs, and support workflows • Ability to build or improve workflow automations using tools such as Console, Workato, Tines, or similar platforms • Ability to apply AI tools to investigate issues, create knowledge, improve support, or automate routine work while recognizing when human review is needed • Ability to use support metrics such as resolution quality, time to resolution, repeat demand, self-service completion, and employee feedback • Clear communication of technical issues and ability to collaborate across teams • Experience with basic scripting, APIs, or technical integrations is a bonus • Experience with identity and access management, endpoint management, or service-management administration is a bonus • Experience supporting distributed teams across multiple time zones is a bonus • Must already be legally authorized to work in the United States; 1Password will not offer work authorization, relocation assistance, or visa sponsorship/transferring

🏖️ Benefits

• Health benefits • Dental benefits • 401(k) • Generous paid time off (PTO) • Equity grant • Incentive programs, where applicable • Maternity and parental leave top-up programs • RSU program for most employees • Retirement matching program • Free 1Password account • Paid volunteer days • Peer-to-peer recognition through Bonusly • Remote-first work environment • Travel for in-person engagement, including department-wide offsites, team meetings, and customer/industry events