Senior IT Support Engineer

Rippling, Inc.; Chennai District; On-site; INR 1,200,000 - 1,600,000; Full time

Benefits offered by this job

Cab facility for night shift travel

Medical Insurance (1+5 Family Members)

Flexible Benefit Plan

Job summary

Arcadia is seeking a Senior IT Support Technician to deliver top-level technical assistance to our global workforce from the Chennai office. The role emphasizes automating manual tasks, leveraging AI and Jira to improve service delivery, and supporting a 24x5 environment with a fixed night shift.

You will troubleshoot MAC and Windows, customize Jira Service Desk boards, and build AI-driven workflows to streamline ticket actions, while mentoring junior staff and coordinating with global IT teams.

Qualifications

• 5+ years in IT support with high-level technical assistance.
• Strong proficiency in MAC and Windows environments.
• Solid experience customizing Jira Service Desk workflows and boards.
• Ability to use AI tools and automation to improve efficiency.
• Excellent problem solving and analytical skills.
• Willingness to onsite work at Chennai office on fixed night shift (IST).

Responsibilities

• Provide expert troubleshooting for MAC and Windows, resolving issues escalated by the support team.
• Create and customize Jira project boards, workflows, and schemes for cross-functional teams.
• Build AI-driven workflows to automate ticket actions and reduce manual tasks.
• Leverage AI to identify recurring problems and accelerate fixes.
• Manage incidents via Jira Service Desk ensuring timely resolution and high satisfaction.
• Lead the Chennai night-shift team and mentor junior technicians.
• Collaborate with global IT teams to maintain infrastructure and documentation.
• Monitor support metrics and implement automation to reduce workload.

Skills

MAC support

Windows support

Automation & AI

Analytical thinking

Effective communication

Mentorship

Tools

Jira Service Desk

Job description

Arcadia is the AI-powered energy intelligence platform for businesses. We replace fragmented tools and manual workflows with one platform to pay utility bills, buy energy, and advance sustainability — across every location, at enterprise scale.

Trusted by Fortune 2000 companies, Arcadia combines unified data, AI-powered analytics, and expert advisory to help enterprise teams save money, mitigate risk, and cut carbon.

We deliver this through three comprehensive solutions:

Utility Bill Management: Automating the entire utility bill lifecycle — from data capture and validation to payment processing and auditing.

Energy Procurement Advisory: Bringing together comprehensive data, AI-powered analytics, market expertise, and a strong partner network to make sophisticated procurement options accessible to all.

Sustainability Reporting: Verified emissions data with seamless integration into leading sustainability platforms.

Tackling the world's most complex energy challenges requires diverse thinking. We're building teams of people from different backgrounds, industries, and disciplines — united by a belief that energy management should be simple, intelligent, and a genuine driver of business value.

Job Summary

Join our dynamic IT team and play a pivotal role in delivering exceptional IT support to Arcadia's global workforce. As a Senior IT Support Technician , you will provide comprehensive technical support while acting as a champion for efficiency. We are looking for someone who doesn't just "fix" problems but looks for ways to automate manual tasks and leverage AI and Jira to improve our overall service delivery. This is a fast-paced, onsite, night-shift role based in our Chennai office in India, supporting our global users as part of our 24x5 team coverage. This is a fixed night-shift role: 5 nights per week, no weekends, no on-call rotation.

Responsibilities

• Senior Technical Support: Provide expert troubleshooting for MAC and Windows operating systems, resolving hardware and software issues escalated by the support team to ensure optimal device performance.
• Jira Customization: Manage internal Jira requests by creating and customizing project boards , workflows, and schemes to help cross-functional teams work more effectively.
• Process Automation: Identify and eliminate repetitive manual tasks by building workflows in AI tools, specifically focusing on integrating ticket actions with our Jira Boards.
• AI Implementation & Process Optimization: Leverage AI to improve internal processes, identify recurring problems, and find faster fixes.
• Incident Management: Utilize Jira Service Desk for efficient ticket handling, ensuring timely resolution of user requests and maintaining high customer satisfaction.
• Local & Global Support: During your shift, provide in-person leadership for the Chennai office while overseeing global tickets routed to the night-shift queue.
• Mentorship: Provide guidance, coaching, and technical support to junior technicians, helping them navigate complex tickets and improve their Jira knowledge.
• Infrastructure Collaboration: Work with other IT teams to maintain global IT infrastructure, systems, and applications while maintaining clear process documentation.
• Metric Analysis: Monitor support metrics to identify areas for improvement and implement automated solutions to reduce manual workload.

Requirements

• Experience: Minimum of 5 years in IT support with a proven track record of providing high-level technical assistance.
• OS Expertise: Strong proficiency in supporting both MAC and Windows environments.
• Jira Proficiency: Solid experience customizing Jira Service Desk , including the ability to build and adjust boards and workflows based on specific ticket requests.
• Automation & AI Aptitude: Ability to use AI tools and automation to find efficiencies, solve problems, and eliminate manual bottlenecks.
• Shift & Location Requirement: Must be willing and able to work onsite from the Chennai office on a fixed night shift (IST), 5 nights per week —no weekends
• Problem Solving: Strong analytical skills with a focus on "root cause" resolution and a desire to automate away repetitive tasks.
• Communication: Excellent interpersonal skills for collaborating with cross-functional teams and supporting junior staff.
• Competitive Compensation: Based on market standards.
• Onsite Role: Based full-time at the Chennai office during night shift hours.
• Commute Support: Company-provided cab facility for night-shift travel.
• Health & Wellness: Medical Insurance (1+5 Family Members) and Flexible Benefit Plan.
• Culture: A supportive engineering culture that values diversity, empathy, and technical efficiency.
• Impact: A chance to work for a $1.5B valuation company dedicated to a clean energy future.