IT Support Engineer

Join TwelveLabs as an IT Support Engineer, where you'll play a crucial role in building, operating, and scaling our internal technology systems. This hands-on position involves employee support, identity and access management, endpoint management, SaaS administration, automation, office technology, and IT operations. You'll work closely with various teams to support access, endpoints, and the growing ecosystem of SaaS and AI tools used across the company.

• Serve as a primary point of contact for employee technology issues across hardware, operating systems, identity, networking, SaaS applications, and corporate infrastructure.
• Own and improve onboarding, offboarding, role changes, device provisioning, and application access workflows.
• Build automation for provisioning, deprovisioning, access management, inventory, and other high-volume IT processes.

• Hands-on experience building and maintaining the technical compliance controls behind frameworks such as SOC 2, ISO 27001, NIST 800-171/CMMC, PCI DSS, or GDPR
• Experience in a startup, high-growth technology company, or similarly fast-moving environment, supporting a distributed workforce across multiple countries and/or time zones
• Solid networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, VPN/ZTNA, routing, and switching
• Strong communication skills and the ability to work effectively with users across a range of technical backgrounds
• A strong sense of urgency, ownership, and discipline to solve root causes rather than repeatedly treating symptoms
• Significant hands-on experience supporting macOS, along with working knowledge of Windows
• Experience using Python, Bash, PowerShell, Go, APIs, or workflow automation to streamline operational tasks
• Strong, methodical troubleshooting skills across endpoints, applications, identity systems, and networks
• An automation-first mindset and the ability to manage multiple competing workstreams and priorities
• 4+ years of experience in IT engineering, systems administration, corporate IT, endpoint engineering, or technical support
• Experience administering modern identity platforms such as Okta, Google Workspace, or Microsoft Entra ID
• Hands-on experience with device management configuration profiles, tooling, and MDM platforms such as Kandji, Jamf, or Microsoft Intune
• Experience implementing modern IAM protocols and industry standards such as SSO, SAML/OIDC/OAuth 2.0, least-privilege principles, and common access control models such as RBAC and ABAC
• Have hands-on experience with modern zero-trust, device trust, conditional access, or EDR security tooling such as CrowdStrike Falcon
• Have experience with modern zero-trust and secure access platforms such as Cloudflare Zero Trust, Zscaler, or similar
• Have experience supporting cloud infrastructure and managing identity and access management (IAM) across platforms such as AWS, GCP, or Azure
• Have supported engineering-heavy organizations using developer tooling, cloud infrastructure, and AI-assisted development platforms
• Have experience deploying or governing enterprise AI tools, LLM platforms, or AI coding assistants
• Have built integrations between HRIS, identity providers, MDM, ticketing systems, and SaaS applications
• Have contributed to major IT initiatives such as identity migrations, MDM deployments, SaaS rollouts, office build outs, or office network redesigns
• Hold relevant IT, networking, or system administrator certifications (e.g. CompTIA A+/Network+, Google Workspace Administrator, Okta Certified Administrator, Apple certifications)