Senior IT Support Engineer, Snoo Operations & Support (SOS)

Details

Reddit Corporate Technology is hiring a Senior Support Engineer for Snoo Operations & Support (SOS) to help drive and scale end-user support for Reddit’s offices and employees. This role supports Central and West regions of the United States and some Asia Pacific regions, and is expected to be on-site at the Chicago office at least 4 days per week to support office helpdesk experience, frequent events, AV, and special events as needed.

The team works cross-functionally with CorpEng Systems, CorpEng Infrastructure, Biz Apps Engineering, Security, and other teams to coordinate work, handle ticket escalations, and resolve issues. You will onboard new employees, provision hardware, and provide hands-on or remote support for Reddit employees worldwide.

You will be a hands-on technical leader who assists customers via in-person walkup, support tickets, email, and chat. You will help lead day-to-day end-user support for the office, build and maintain documentation and tools, coordinate schedules, administer queues, and act as a final escalation for critical issues.

Responsibilities

• Troubleshoot hardware, Mac software, and applications; provide technical support and problem-solving for end users.
• Provide timely resolution of problems and act as senior escalation point for team and customers.
• 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 and asset management to support operations.
• Independently drive multiple end-user operations projects and deliverables for the team.
• Participate in evaluating, recruiting, hiring, and mentoring team members; help set team goals and drive performance.
• Participate in an on-call rotation that includes after hours and weekend support.

Qualifications

• 3–5 years experience in IT Operations or IT Support in a professional environment.
• 2+ years of mentorship experience to junior team members.
• Experience leading support ticket management and tracking.
• Exceptional Mac troubleshooting skills (hardware and software).
• Strong foundation in troubleshooting theories and component-isolation methodology.
• Strong customer service, problem-solving, and teamwork abilities.
• Google Workspace (enterprise) experience.
• Knowledge of audio/video conferencing solutions and support; AV support for events.
• Experience with information technology and security best practices.
• Excellent oral and written communication skills and customer service demeanor.
• Experience communicating with vendors to manage expectations and relationships.
• Ability to plan, drive, and support multiple, concurrent projects and initiatives.

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.

Benefits

• Comprehensive healthcare benefits and income replacement programs.
• 401(k) match.
• Family planning support and gender-affirming care.
• Mental health & coaching benefits.
• Flexible vacation & Reddit Global Days off.
• Generous paid parental leave and paid volunteer time off.

Pay Transparency & Other Notes

• Base pay range for this U.S.-based position: $132,600 - $185,600 USD (in addition to equity in the form of RSUs and, depending on role, possible commission).
• In select roles and locations, interviews may be recorded, transcribed, and summarized by AI; candidates can opt out prior to scheduled interviews. During interviews Reddit may collect identifiers, professional/employment-related information, sensory information (audio/video), and other information voluntarily provided. Recordings will be deleted promptly after hiring decisions per the Candidate Privacy Policy.
• Reddit is an equal opportunity employer and provides reasonable accommodations during the application process.