IT Support Engineer
RemoteSeniorWWArtificial IntelligenceSupport EngineerTechnical Support EngineerBashPythonTeam ManagementGoogle WorkspaceGemini
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Requirements
- Experience: 5+ years of progressive IT experience, with a focus on supporting fully remote or distributed teams.
- Identity Management: Deep hands-on experience with Okta (IdM/SSO) in a production environment.
- Identity Management:
- MDM Expertise: Proficiency in Jamf Pro or Microsoft Intune for remote endpoint management.
- MDM Expertise:
- Jamf Pro
- Microsoft Intune
- AI & Automation: Demonstrated ability to use AI tools (e.g., ChatGPT, Copilot, or specialized IT bots) to streamline workflows and a proficiency in scripting (Bash or Python) to eliminate repetitive tasks.
- AI & Automation:
- AI tools
- Bash or Python
- Technical Breadth: Expert-level support for macOS and Google Workspace; comfortable supporting Windows as needed.
- Technical Breadth:
- macOS
- Google Workspace
- Advanced Certifications: Jamf Pro (300 or higher), Okta Certified Administrator, or specialized security certifications (e.g., SC-300, GCW).
- Advanced Certifications:
- Jamf Pro (300 or higher)
- Okta Certified Administrator
- SC-300
- Infrastructure as Code & Logic: Familiarity with automation logic or low-code platforms (e.g., Workato, Zapier, Rewatch, or Tines) to create "self-healing" IT workflows.
- Infrastructure as Code & Logic:
- Workato, Zapier, Rewatch, or Tines
- Implementation: Hands-on experience deploying or tuning AI-powered service desk tools (e.g., Rovo, Gemini, or specialized LLM-based integrations) to drive ticket deflection.
- Implementation:
- AI-powered service desk tools
- Security Frameworks: Practical knowledge of SOC2, ISO 27001, or NIST standards, specifically regarding how IT operations support remote-first compliance.
- Security Frameworks:
- SOC2, ISO 27001, or NIST
- Location
- Location
- Subsplash currently has operations in 27 states across the US! As much as we would love to have employees in as many states and countries as we have clients, we are currently limiting hiring to the states we already operate in. As a result of that, this role is only available as a 100% remote position if you reside in one of the following states:
- this role is only available as a 100% remote position if you reside in one of the following states:
- AL, AR, AZ, CO, FL, GA, ID, IA, IN, KS, KY, MO, MI, MN, NC, NM, OK, OH, OR, SC, SD, TN, TX, UT, VA, WA, WY.
- We are not sponsoring relocation for this role so unfortunately, if you do not currently reside in one of these states, we are unable to consider your application.
- currently
Responsibilities
- Provide expert Tier 3 support.
- Pioneer automated solutions for recurring issues.
- Handle access management and user provisioning/deprovisioning tasks.
- Set up new hardware and software as needed.
- Work to keep dues and subscription spend under budget.
Benefits
- The total compensation for this position is between $90,000-$96,000/yr depending on experience level.
- Hours
- Hours
- This role follows a standard schedule of 8:30 AM – 5:00 PM Pacific Time. To ensure strong collaboration and team alignment, we’re prioritizing candidates who are either located in the Pacific Time Zone or are able to work these hours consistently without scheduling conflicts.
- Essential Functions of This Role:
- 1. Systemic Automation & Scaling
- Identity Lifecycle Management: Lead the administration of Okta and Google Workspace. Architect automated provisioning/deprovisioning workflows to ensure security and a "Day 1 ready" onboarding experience.
- Identity Lifecycle Management:
- Google Workspace
- Zero-Touch Deployment: Own the Jamf Pro/Intune environment to maintain a Zero-Touch hardware lifecycle, ensuring devices ship directly to users and configure themselves without manual IT intervention.
- Zero-Touch Deployment:
- Jamf Pro/Intune
- Workflow Automation (iPaaS): Identify and implement automation opportunities using tools like Zapier or Workato to bridge gaps between HRIS, Identity, and Communication platforms.
- Workflow Automation (iPaaS):
- Zapier or Workato
- Ticket Deflection: Proactively identify ticket clusters and implement technical solutions, such as AI-powered Slack bots or API-based scripts, to increase ticket deflection and empower user self-service.
- Ticket Deflection:
- Endpoint Health: Manage the deployment and health of our security stack via MDM. Act as the internal point of contact for our MDR provider, assisting in the remediation of flagged endpoint vulnerabilities.
- Endpoint Health:
- MDR provider
- 2. Advanced Support & Shift Ownership
- PT Operational Coverage: Provide dedicated IT support and oversight during Pacific Time business hours, ensuring consistent service levels for our remote workforce after the ET team concludes their day.
- PT Operational Coverage:
- Advanced Technical Resolution: Serve as a lead technical resource for intricate software, hardware, and SaaS connectivity challenges, utilizing deep diagnostics to find permanent solutions for remote users.
- Advanced Technical Resolution:
- Virtual Asset Management: Oversee the remote hardware lifecycle and vendor relationships, ensuring hardware procurement and shipping processes are efficient and within budget.
- Virtual Asset Management:
- Digital "Concierge" Support: Provide high-energy, delightful technical support via Slack, web, and remote-access tools, maintaining a strong connection with a distributed team.
- Digital "Concierge" Support:
- 3. Documentation & Mentorship
- Standardization: Develop the source of truth for IT processes. Create technical documentation and SOPs that ensure operational consistency across all time zones.
- Standardization:
- End-User Empowerment: Design and deliver remote training programs that teach users how to leverage our tech stack effectively, reducing "how-to" inquiries and empowering self-reliance.
- End-User Empowerment:
- Generous Paid Time Off, Medical Coverage, Dental Coverage, Vision Coverage, short and long term disability and life insurance all free of charge, Competitive Compensation, 401k Matching, Professional Development, Top of the Line Equipment, Referral Program, Parental Leave, Family-Friendly Culture, and the chance to work side-by-side with thought leaders in emerging tech
- Note: Employment with Subsplash is contingent upon satisfactory proof of employee’s right to work in the U.S., as required by law and upon completion of a basic background check and; employment with Subsplash is considered “at will,” meaning that either the company or the employee may terminate the employment relationship at any time without cause or notice.
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