IT Support Engineer

Coursera Sourcing; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Coursera is hiring an IT Support Specialist to provide frontline internal technical support across 2,500+ systems, focusing on Mac OS and Windows environments. You will install, troubleshoot, and manage SaaS tools, AV setups, and onboarding/offboarding processes, while delivering excellent customer service.

The role offers hands-on opportunities across basic support to server and application management within a small, dynamic team in San Francisco.

Qualifications

• 4+ years of IT or Desktop Support / System Administration with a track record of exceptional customer service.
• Extensive experience configuring and troubleshooting Mac OS.
• Extensive experience troubleshooting Windows 10+
• Experience with IT tools and SaaS apps: Google Suite, JAMF, Zoom, ServiceNow, Virus Scan, Microsoft Office, Slack, Okta.
• Experience with AV systems and support for office events.
• Strong communication skills for technical and non-technical audiences.
• Curious mindset and eagerness to learn new things.

Responsibilities

• Provide global IT support for 2500+ systems with Mac-dominant environment and Windows/VDI as needed.
• Troubleshoot client software/hardware/network issues and support hardware deployment and asset management.
• Conduct New Hire IT onboarding and orientation; assist with tool configuration.
• Handle escalations and collaborate with Systems/Network teams.
• Manage hardware lifecycle and SaaS asset management, including auditing and access control.
• Create knowledge content to promote self-service and improve processes.

Skills

Mac OS troubleshooting

Windows troubleshooting

Customer service

IT tools & SaaS apps

AV systems

Communication

Learning mindset

Education

CompTIA A+

CompTIA Security+

CompTIA Network+

Tools

Google Suite

JAMF

Zoom

ServiceNow

Virus Scan

Microsoft Office

Slack

Okta

Job description

Coursera and Udemy are now one company, creating one of the world’s most comprehensive skills development platforms for the AI era. This strengthens our ability to accelerate AI-powered innovation and shape how the world discovers and builds skills at a pivotal moment of change. Read more about the combined company by visiting our blog .

Coursera was launched in 2012 by Andrew Ng and Daphne Koller with a mission to provide universal access to worldclass learning. Coursera partners with leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations, Professional Certificates, and degrees. Coursera’s platform innovations — including AI-powered personalized guide and features, like Role Play and Course Builder, and role-based solutions like Skills Tracks — enable instructors, partners, and companies to deliver scalable, personalized, and verified learning. Institutions worldwide rely on Coursera to upskill and reskill their employees, students, and citizens in high-demand fields such as GenAI, data science, technology, and business, while learners globally turn to Coursera to master the skills they need to advance their careers. Coursera is a Delaware public benefit corporation and a B Corp. Coursera recently combined with Udemy to create one of the world’s most comprehensive skills development platforms.

Why Join Us

At Coursera, we’re looking for inventors, innovators, and lifelong learners ready to shape the future of education. You’ll help build global programs and tools that power online learning for millions turning bold ideas into real impact. People who thrive here are customer-first builders who move fast, simplify ruthlessly, and iterate relentlessly on the metrics that matter.

We’re a globally distributed team that comes together intentionally for collaboration, complex problem-solving, and key milestones — creating opportunities for teams to do their best work together. Our virtual hiring and onboarding experience makes it easy to join us and start making an impact from anywhere. If you’re ready to make a global impact, help scale unique products across Coursera + Udemy, and grow your career, apply below.

Job Overview:

Coursera’s IT Department supports internal operations by managing corporate tools and technologies that enable efficient and effective work across the company. The IT Support Specialist will be a key front-line role, responsible for providing internal technical support, including troubleshooting, SaaS administration, hardware deployment, asset management, onboarding/offboarding, and A/V support for meetings and events.

This position requires adaptability, urgency, and attention to detail. It offers broad exposure to IT functions and is ideal for candidates looking to develop their technical skills and explore various IT career paths. As part of a small and dynamic team, the role provides hands‑on experience and growth opportunities in areas ranging from basic support to server and application management.

Responsibilities:

• Responsible for Global IT Support for 2500+ systems (95% Mac and 5% Windows & VDI), experience with end-user support by responding to client queries, solving technical problems including client software, hardware and network system problems. Support the business needs in the office as per the requirement.
• Daily duties can include receiving, prioritizing, documenting, routing, scheduling, help with general IT support, technical troubleshooting, documentation, Audio/Video systems and support including video conference rooms, project management and resolving all internal IT support requests related to hardware and software to the role limits.
• Conduct New Hire training, including orientation on company IT platforms and tool familiarity, troubleshooting, and configuration assistance.
• Handle technical escalations and provide technical assistance/training to the team members and act as a liaison with the Systems and Network Administration team(s).
• Manage hardware in relation to the hardware asset lifecycle and provide support in SaaS asset management such as auditing, access retrieval, etc.
• Create and maintain knowledge content to promote self-service support and provide feedback and recommendations to improve processes, productivity, and quality of service.

Basic Qualifications:

• 4+ years of IT or Desktop Support / System Administration with a demonstrated history of providing exceptional customer service.
• Extensive experience with configuring & troubleshooting Mac OS is a must.
• Extensive experience with configuring & troubleshooting Windows 10 and higher will be an advantage.
• Experience with various IT tools and SaaS applications: Google Suite, JAMF, Zoom, ServiceNow, Virus Scan, Microsoft Office, Slack, Okta etc.
• Experience with managing AV systems and technical support for office events.
• Demonstrated ability to communicate ideas to technical and non-technical audiences in both written and verbal formats.
• Inquisitive attitude and a desire to learn new things.

Preferred Qualifications:

• Experience with intermediate systems/network troubleshooting skills, MAC administration, Workspace One, IT Service management tools like ServiceNow & JSM along with SSO & AV technology.
• Experience training and explaining complex topics to end users, and interacting candidly and positively with management.
• Certifications to look out for: CompTIA A+, CompTIA Security+, CompTIA Network+ will be an additional advantage.

If this opportunity interests you, you might like these courses on Coursera:

At Coursera, we offer competitive, zone-based pay aligned to your location, experience, and role level. Our total rewards package goes beyond salary, with comprehensive health and wellness benefits, bonus and RSU equity programs, and global perks designed to help you grow and thrive wherever you are.

This role is only available for hire in San Francisco, CA