IT Senior Support Engineer, Operations & Support

Details

Reddit is a community platform with 100,000+ active communities and over 101 million daily active unique visitors. The Reddit Corporate Technology team seeks a Senior Support Engineer, Operations & Support (SOS) to drive and scale the support team.

Role Description

This position focuses on supporting the Central and West regions of the US and some Asia Pacific regions. The role requires in-person presence at Reddit's San Francisco office at least 4 days a week to support helpdesk experience, frequent events, AV support, and special events as needed. The team works cross-functionally with CorpEng Systems, Infrastructure, Biz Apps Engineering, Security, and others to coordinate work, handle escalations, and resolve issues. The role includes onboarding employees, provisioning hardware, and providing hands-on or remote support for Reddit employees worldwide.

You will be a hands-on technical leader supporting customers via walk-up, support tickets, email, and chat. Responsibilities include building and maintaining documentation and tools, administering queues, and acting as a final escalation point for critical issues. Strong Mac software and hardware troubleshooting skills, passion for excellent customer service, mentoring, and driving best practices are essential.

Responsibilities

• Troubleshoot hardware and applications and provide technical support and problem-solving.
• Provide timely resolution of problems and act as senior escalation point.
• Collaborate cross-functionally and advocate for the support team.
• Support security standards including endpoint protection, firewalls, patching, MFA, and access.
• Maintain user accounts, passwords, data integrity, system access, and security.
• Manage relationships with vendors, subcontractors, and third-party providers.
• Assist with inventory management.
• Drive multiple end user operations projects independently.
• Participate in recruiting, hiring, and mentoring team members.
• Set goals with management and drive staff performance.

Requirements

• 6-8 years experience in IT Operations or IT Support in a professional environment.
• 2+ years mentoring junior staff.
• Experience leading support ticket management.
• Strong customer service, problem-solving, and teamwork skills.
• Experience with Google Workspace for enterprise.
• Knowledge of audio/video conferencing solutions.
• Experience with IT security best practices.
• Excellent communication skills.
• Vendor management experience.
• Ability to manage multiple projects simultaneously.
• Willingness to participate in on-call rotations including after-hours and weekends.

Bonus Points

• Experience supporting IT independently.
• Experience with Identity Providers/SAML (Okta, OneLogin, Sailpoint).
• Experience in rapidly growing startup environments.
• Experience managing vendor relationships.
• Audio engineering principles and support.

Benefits

• Comprehensive healthcare and income replacement programs.
• 401k match.
• Family planning support.
• Gender-affirming care.
• Mental health and coaching benefits.
• Flexible vacation and global days off.
• Generous paid parental leave.
• Paid volunteer time off.