IT Support Engineer II

Reddit is a community of communities where people can dive into anything through experiences built around their interests, hobbies, and passions. Our mission is to bring community, belonging, and empowerment to everyone in the world. Reddit users submit, vote, and comment on content, stories, and discussions about the topics they care about the most. From pets to parenting, there’s a community for everybody on Reddit and with over 50 million daily active users, it is home to the most open and authentic conversations on the internet.

Reddit is seeking a Support Engineer II at our San Francisco office to help keep pace with the needs of a growing company. This role within our End User Operations Team is based in our San Francisco office and will serve as one of the primary escalation points and face of the IT team at the San Francisco office. As one of the primary team members at this location, this individual will be responsible for maintaining or being “smart hands” for all technology onsite, including hardware, AV, workstation configurations, networking, and Security systems. 

On top of upholding the high uptime of the physical office, you will also help support our global workforce. Most of this work is generated through our end user support service desk ticketing system and walk-ups onsite. The scope of the role covers the entire range of SaaS products managed by our team (Google Workplace, Zoom, Okta, Atlassian Cloud, etc.). As we grow our team across the globe we will support each other, as one team member ends their day and another begins theirs, through request handoffs and updates on important tasks that may roll over 

You are a team player with a strong commitment to customer service, you enjoy technology, and have an aptitude for problem-solving.

Responsibilities​:

• Be a point of contact and troubleshooting for the San Francisco office including conference room AV, Security/badge systems, technology on the desk, user endpoints, and more.
• Maintain a meticulous inventory of IT hardware
• Schedule device repairs and replacements when needed
• You will support a wide range of inbound requests and facilitate technical conversations with end-users and cross-functional partners.
• Support and resolve user requests of our SaaS applications: G Suite, Okta, Atlassian Cloud, Slack, etc.
• Provisioning/deprovisioning (User accounts, group membership, service access, etc.)
• Create and supplement technical documentation for end users and team members alike
• Support/cover for team members through vacations or other periods of absence

Required Skills:

• 5 years of progressive experience and responsibility
• Experience supporting enterprise SaaS applications (E.g. G Suite, Okta, Slack, Atlassian, etc.)
• Experience in support and troubleshooting Mac OS and Windows platforms as well as iOS & Android mobile devices
• Experience with conference room systems; installation and configuration.
• Experience in a fast-paced customer-facing environment, preferably within a technical organization or high-growth company.
• Experience working with and supporting executive-level individuals and white glove service

What We Can Expect From You:

• Passion. It’s easy for you to keep up with the latest industry trends and experiment at home with new technologies
• Resourceful. Ability to discover solutions through research, testing, discovery, Reddit, etc.
• Experienced. Provide insights and best practices and bring with you actionable items on day one.
• A good communicator with a personable demeanor and a positive attitude. You are organized, can read between the lines to understand business needs and prioritize your work accordingly.

Bonus Points:

• Experience running a company physical office with little or no oversight
• Experience with Identity Providers/SAML (Okta, OneLogin, etc.)
• Previous experience in a rapidly growing startup environment
• Experience managing vendor relationships

Benefits: 

• Comprehensive Health benefits
• 401k Matching 
• Workspace benefits for your home office
• Personal & Professional development funds
• Family Planning Support
• Flexible Vacation & Reddit Global Days Off
• 4+ months paid Parental Leave  
• Paid Volunteer time off

Pay Transparency:

This job posting may span more than one career level.

In addition to base salary, this job is eligible to receive equity in the form of restricted stock units, and depending on the position offered, it may also be eligible to receive a commission. Additionally, Reddit offers a wide range of benefits to U.S.-based employees, including medical, dental, and vision insurance, 401(k) program with employer match, generous time off for vacation, and parental leave.

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed below.

The base hourly pay range for this position is: $43.32 - $65.00

Reddit is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at ApplicationAssistance@Reddit.com.