Senior Support Engineer, Snoo Operations & Support

Details

The Corporate Technology team is seeking a hands-on technical leader to support and scale end-user support operations for Reddit employees. The role supports the Central and East regions of the United States and some European regions, with on-site work at the New York office at least four days per week. Responsibilities include office helpdesk support, events, audio/video support, employee onboarding, hardware provisioning, ticket escalation, and hands-on or remote support for employees worldwide.

The role works cross-functionally with CorpEng Systems, CorpEng Infrastructure, Biz Apps Engineering, Security, and other teams. The successful candidate will help maintain support documentation and tools, coordinate schedules, administer queues, resolve critical issues, mentor team members, and drive best practices.

Responsibilities

• Troubleshoot hardware and applications and provide technical support and problem-solving.
• Provide timely problem resolution and act as a senior escalation point for the team and customers.
• Work cross-functionally and advocate for the team across functional groups and organizational levels.
• Support security standards, including endpoint protection software, firewalls, patching, multifactor authentication, and access controls.
• Maintain user accounts, passwords, data integrity, system access, and security within policy.
• Help manage relationships with local vendors, subcontractors, and third-party providers.
• Assist with inventory management.
• Independently drive multiple Snoo operations projects and deliverables.
• Participate in evaluating, recruiting, hiring, and mentoring team members.
• Work with management to set team goals, lead staff to achieve results, and remain accountable for team performance.
• Provide support through in-person walk-up service, support tickets, email, and chat.
• Build and maintain support documentation and tools, coordinate schedules, and administer support queues.

Requirements

• 5+ years of experience in end-user support operations, IT operations, or IT support in a professional environment.
• 3+ years of experience mentoring junior team members.
• Exceptional Mac troubleshooting skills.
• Strong foundation in troubleshooting theories and component isolation methodology.
• Experience leading support ticket management and tracking.
• Strong customer service, problem-solving, teamwork, communication, and technical support skills.
• Experience with Google Workspace for enterprise.
• Knowledge of audio/video conferencing solutions and support.
• Experience with information technology and security best practices.
• Experience communicating with vendors and managing 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.
• Understanding of asset inventory management and organized help desk operations.
• Ability to identify and resolve systemic issues across the team and organization.

Bonus Qualifications

• Experience supporting a company's IT function with little or no oversight.
• Experience with identity providers and SAML, such as Okta, OneLogin, or SailPoint.
• 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) with employer match.
• Global benefits programs covering workspace, professional development, and caregiving support.
• Family planning support.
• Gender-affirming care.
• Mental health and coaching benefits.
• Flexible vacation and paid volunteer time off.
• Generous paid parental leave.
• Eligibility for equity in the form of restricted stock units.

Pay Transparency

The base salary range for this position is $132,600–$185,600 USD. The role may span more than one career level and may be eligible for additional compensation depending on the position offered.