IT Support Engineer

Twelve Labs; United States; On-site; USD 80,000 - 120,000; Full time

Job summary

TwelveLabs is hiring an IT Support Engineer to build, operate, and scale internal technology systems for a distributed global workforce. You’ll own onboarding, access provisioning, device provisioning, and application access workflows, while collaborating with Security, People, Legal & Compliance, Finance, and Engineering teams.

The role emphasizes automation, SaaS administration, and modern IAM across Okta, Google Workspace, and enterprise tools, with travel up to 10% and potential on-site

Qualifications

• 4+ years in IT engineering or system administration.
• Strong macOS and Windows troubleshooting capabilities.
• Experience automating repetitive tasks via scripting.
• Hands-on with IAM platforms (Okta, Google Workspace, Entra ID).
• Experience with modern IAM, SSO/SAML/OAuth 2.0.
• Knowledge of zero-trust security and EDR tooling.
• IT or security certifications are a plus.
• Excellent communication and collaboration skills.

Responsibilities

• Provide end-user IT support across a global workforce.
• Own onboarding, provisioning, and offboarding workflows.
• Manage identity providers and productivity apps.
• Automate IT processes and maintain internal docs/runbooks.
• Support office moves and remote site configurations.
• Participate in on-call rotations for critical issues.
• Ensure security compliance across frameworks and controls.

Skills

macOS expertise

Windows support

Scripting

IAM / Okta

Automation

MDM (Kandji/Jamf/Intune)

Networking fundamentals

Zero trust security

Troubleshooting

Communication

Tools

Okta

Google Workspace

Microsoft Entra ID

Kandji

Jamf

Intune

CrowdStrike Falcon

AWS

GCP

Azure

Job description

• TwelveLabs is looking for an IT Support Engineer to help build, operate, and scale the internal technology systems that keep our global workforce productive and secure
• This is a hands-on role spanning employee support, identity and access management, endpoint management, SaaS administration, automation, office technology, and IT operations
• You’ll be a primary point of contact when something isn’t working, but just as importantly, you’ll help eliminate recurring IT problems through better systems, automation, and tooling
• You’ll own and improve critical employee lifecycle workflows such as onboarding, access provisioning, device deployment, role changes, and offboarding
• You’ll also work closely with Security, People, Legal & Compliance, Finance, and Engineering teams to support access, endpoints, and the growing ecosystem of SaaS and AI tools used across the company
• Our environment is global and highly distributed, with headquarters in San Francisco and Seoul, branch offices across the US and EU, and remote employees around the world
• We operate with a modern, cloud-first technology stack and expect our IT systems to be automated, secure, compliant with global regulations, and easy for employees to use
• We’re looking for someone who enjoys solving difficult technical problems, learns unfamiliar systems quickly, looks for opportunities to automate repetitive work, and believes great internal technology should mostly stay out of the user’s way
• Candidates must be able to travel up to 10% of the time annually to attend conferences, off-site meetings, and other business-related events as required by the role
• This role may require participation in on-site interviews and/or completion of in-person onboarding processes
• Serve as a primary point of contact for employee technology issues across hardware, operating systems, identity, networking, SaaS applications, and corporate infrastructure
• Diagnose and resolve issues across our primarily macOS device fleet, with additional support for Windows endpoints and other devices as-needed
• Administer core IT platforms including identity providers, productivity suites, MDM, endpoint security tooling, networking, and enterprise SaaS applications
• Own and improve onboarding, offboarding, role changes, device provisioning, and application access workflows
• Build and manage secure, high-performing Wi‑Fi and IT access systems for our San Francisco & Seoul offices and future office locations
• Build automation for provisioning, deprovisioning, access management, inventory, and other high-volume IT processes
• Use scripting, APIs, and automation platforms such as Python, Bash, and Okta Workflows to eliminate repetitive tasks
• Manage identity and access across platforms such as Okta, Google Workspace, GitHub, AWS, and enterprise SaaS applications
• Support office moves and reconfigurations, including coordinating logistics and ensuring minimal disruption to employees
• Support endpoint configuration, compliance, patching, and lifecycle management through modern MDM platforms
• Help evaluate, deploy, govern, and troubleshoot the AI development and productivity tools used across the company
• Support compliance on-going security and compliance audits; and maintain required technical IT controls and evidence across frameworks such as SOC 2, CMMC/NIST 800-171, GDPR, and ISO 27001
• Partner with Security, People Operations, and Legal & Compliance on access governance, endpoint security, IT controls, and other compliance initiatives
• Identify recurring support patterns and address them through automation, better tooling, documentation, or systemic fixes
• Support office technology and networking, including conference rooms, AV systems, wireless networks, switches, and related infrastructure
• Manage global IT asset lifecycle processes including procurement, inventory, deployment, recovery, and replacement
• Write and maintain internal IT documentation, runbooks, troubleshooting guides, and knowledge base content
• Drive technical escalations that require coordination across internal teams or vendors
• Participate in an on-call or escalation rotation as needed for business-critical issues outside normal US business hours

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 GDPRExperience in a startup, high-growth technology company, or similarly fast-moving environment, supporting a distributed workforce across multiple countries and/or time zonesSolid networking fundamentals, including TCP/IP, DNS, DHCP, Wi‑Fi, VPN/ZTNA, routing, and switchingStrong communication skills and the ability to work effectively with users across a range of technical backgroundsA strong sense of urgency, ownership, and discipline to solve root causes rather than repeatedly treating symptomsSignificant hands‑on experience supporting macOS, along with working knowledge of WindowsExperience using Python, Bash, PowerShell, Go, APIs, or workflow automation to streamline operational tasksStrong, methodical troubleshooting skills across endpoints, applications, identity systems, and networksAn automation-first mindset and the ability to manage multiple competing workstreams and priorities4+ years of experience in IT engineering, systems administration, corporate IT, endpoint engineering, or technical supportExperience administering modern identity platforms such as Okta, Google Workspace, or Microsoft Entra IDHands‑on experience with device management configuration profiles, tooling, and MDM platforms such as Kandji, Jamf, or Microsoft IntuneExperience 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 ABACHave hands‑on experience with modern zero‑trust, device trust, conditional access, or EDR security tooling such as CrowdStrike FalconHave experience with modern zero‑trust and secure access platforms such as Cloudflare Zero Trust, Zscaler, or similarHave experience supporting cloud infrastructure and managing identity and access management (IAM) across platforms such as AWS, GCP, or AzureHave supported engineering‑heavy organizations using developer tooling, cloud infrastructure, and AI-assisted development platformsHave experience deploying or governing enterprise AI tools, LLM platforms, or AI coding assistantsHave built integrations between HRIS, identity providers, MDM, ticketing systems, and SaaS applicationsHave contributed to major IT initiatives such as identity migrations, MDM deployments, SaaS rollouts, office build outs, or office network redesignsHold relevant IT, networking, or system administrator certifications (e.g. CompTIA A+/Network+, Google Workspace Administrator, Okta Certified Administrator, Apple certifications)