Senior Support Engineer, Operations & Support

Details

Reddit is a community of communities. It’s built on shared interests, passion, and trust and is home to the most open and authentic conversations on the internet. Every day, Reddit users submit, vote, and comment on the topics they care most about. With 100,000+ active communities and approximately 101M+ daily active unique visitors, Reddit is one of the internet’s largest sources of information. For more information, visit redditinc.com.

The Reddit Corporate Technology team is looking for an extraordinary Senior Support Engineer, Operations & Support (SOS), to help drive and scale our support team.

Supporting the Central and West regions of the United States and some Asia Pacific regions, this role is expected to be on-site at our San Francisco 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 onboard 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 walk-up, support tickets, email, and chat. You will support day-to-day end-user support for the office while working closely with the greater team to: build and maintain support documentation and tools, administer queues, act as a final escalation for critical issues. You have an excellent background in Mac software and hardware troubleshooting. You are passionate about providing the best customer service experience possible, mentoring others, and driving best practices within the team.

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 the 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 end user operations projects and deliverables for the team.
• Participate in evaluating, recruiting, hiring, and mentoring team members.
• Work with management to set goals and drive staff to achieve results.

Requirements:

• 6-8 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.
• 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.

Benefits:

• Comprehensive Healthcare Benefits and Income Replacement Programs.
• 401k Match.
• Family Planning Support.
• Gender-Affirming Care.
• Mental Health & Coaching Benefits.
• Flexible Vacation & Reddit Global Days off.
• Generous paid Parental Leave.
• Paid Volunteer time off.