Senior Support Engineer, Snoo Operations & Support

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The Reddit Corporate Technology team is looking for an extraordinary Senior Support Engineer, Snoo Operations & Support (SOS), 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.

What We Can Expect From You:

• You are seen as leader on the team who is hardworking, learns quickly, and thrives in a fast-paced environment
• You have 5+ years of experience in end-user support operations, including mentoring junior staff
• You have exceptional Mac troubleshooting skills
• You have a strong foundation in troubleshooting theories and component isolation methodology
• You are fantastic at providing technical support and love solving problems
• You are constantly learning and strive to maintain domain expertise in most CorpEng-supported systems
• You excel at identifying and resolving systemic issues within the team and across the organization
• You understand the importance of asset inventory and how to maintain an organized help desk
• You are a good communicator with a personable demeanor and a positive attitude. You can read between the lines to understand business needs and prioritize your work accordingly.
• You evangelize standardization and understand that consistency and an adherence to methodologies are key to helping any organization scale
• You excel at documenting issues and providing updates to management, the team, and end users
• You are a team player with a solid commitment to customer service, enjoy technology, and have an aptitude for problem-solving.

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

Qualifications:

• 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

Bonus Points:

• 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