Senior Support Engineer (Snoo Operations & Support)

Join Reddit's Corporate Technology team as a Senior Support Engineer. In this role, you will be responsible for providing hands-on technical support, troubleshooting hardware and applications, and maintaining user accounts and security. You will work cross-functionally with various teams, manage relationships with local vendors, and assist with inventory management. This position requires a strong background in Mac software, hardware troubleshooting, and end-user support operations. You will be based in our New York office and expected to be on-site at least 4 days a week.

• Assister les clients via des interactions en personne, des tickets de support, des e-mails et des chats, en fournissant un soutien technique et en résolvant les problèmes.
• Coordonner le travail, gérer les escalades de tickets et résoudre les problèmes en collaboration avec les équipes interfonctionnelles.
• Diriger les opérations quotidiennes de support aux utilisateurs finaux, en construisant et en maintenant la documentation et les outils de support.

• You have an excellent background in Mac software, Jira Service Desk and hardware troubleshooting
• You are passionate about providing the best customer service experience possible, mentoring others, and driving best practices within the team
• You have a strong foundation in troubleshooting theories and component isolation methodology
• You have 5+ years of experience in end-user support operations, including mentoring junior staff
• You are constantly learning and strive to maintain domain expertise in most CorpEng-supported systems
• You excel at identifying and resolving systemic issues within the team and across the organization
• You understand the importance of asset inventory and how to maintain an organized help desk
• You are seen as leader on the team who is hardworking, learns quickly, and thrives in a fast-paced environment
• You excel at documenting issues and providing updates to management, the team, and end users
• You evangelize standardization and understand that consistency and an adherence to methodologies are key to helping any organization scale
• You have exceptional Mac troubleshooting skills
• You are a team player with a solid commitment to customer service, enjoy technology, and have an aptitude for problem-solving
• You are a good communicator with a personable demeanor and a positive attitude. You can read between the lines to understand business needs and prioritize your work accordingly
• You are fantastic at providing technical support and love solving problems
• Google Workspace for enterprise experience
• 5+ years experience in IT Operations or IT Support in a professional environment
• Ability to plan, drive, and support multiple, concurrent projects and initiatives
• Knowledge of audio/video conferencing solutions and support
• Excellent oral and written communication skills and customer service
• Experience communicating with vendors to manage expectations and relationships
• Strong customer service, problem-solving and teamwork abilities
• Experience leading support ticket management and tracking
• 3+ years of mentorship experience to junior team members
• Experience with Information Technology and Security best practices
• Ability to participate in an on-call rotation that includes after hours and weekend support
• 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