IT Support Engineer I: Proactive, Ownership-Driven Support

Socket.dev; Seattle (WA); On-site; USD 75,000 - 90,000; Full time

Job summary

Socket.dev is seeking an IT Support Engineer I to champion employee technology experiences and own issues from intake through Level 2 resolution. The role blends proactive problem prevention with hands-on diagnostics across Windows, Microsoft 365, and endpoint hardware, leveraging ServiceNow and automation to reduce escalations.

Ideal candidates bring 3+ years in IT support, strong troubleshooting, and excellent customer service, with a focus on improving employee experiences and driving

Qualifications

• Associate degree or equivalent professional experience.
• 3+ years IT support, desk, or end-user computing experience.
• Experience with Windows, Microsoft 365, and endpoint hardware.
• Experience with ITSM platforms such as ServiceNow.
• Experience with endpoint management tools and automation workflows.
• Strong troubleshooting and analytical abilities with independent issue resolution.

Responsibilities

• Deliver high-quality technical support across in-person, phone, chat, self-service, email, and remote engagement.
• Own issues from intake through Level 2 resolution with accountability across tiers.
• Support incidents, hardware, software, access management, collaboration tools, and endpoints.
• Use diagnostic practices to resolve issues beyond scripted intake and basic triage.
• Ensure positive employee experiences through communication, ownership, responsiveness, and follow-through.
• Reduce escalations by expanding skills to resolve broader employee tech issues.
• Monitor DEX signals, telemetry, service trends, and feedback to identify friction.
• Address recurring issues via proactive maintenance, remediation, automation, and education.
• Partner with engineering/infrastructure to tackle root causes affecting productivity.
• Use escalation patterns to improve knowledge and expand capabilities.
• Analyze support patterns, root causes, and demand drivers to identify trends.
• Recommend and implement CSI-aligned improvements to reduce tickets and improve experience.
• Collaborate with senior engineers to document and standardize Level 2 activities.
• Create and maintain knowledge bases and troubleshooting guides; reduce tribal knowledge.
• Identify repeatable tasks suitable for automation and leverage AI/self-service.
• Convert escalated issues into reusable knowledge and guided troubleshooting.
• Adhere to Incident/Request/Problem/Change/Asset/Knowledge/CSI practices; ensure quality and compliance.
• Contribute to SLA/XLA targets and first-contact resolution; enable ownership and fewer handoffs.
• Support readiness during deployments and upgrades.
• Resolve issues quickly and completely on first contact; minimize escalations.
• Improve employee experience and customer satisfaction via responsive, high-quality support.
• Contribute reusable knowledge and automation opportunities to enhance team effectiveness.
• Maintain healthy ticket backlogs and support organizational goals.

Skills

Windows support

Microsoft 365

ServiceNow

Automation tools

Scripting

Troubleshooting

Customer service

Education

Associate degree in IT/CS or related

Bachelor’s degree in IT/CS

Tools

ServiceNow

Automation tools

Scripting

Job description

Socket.dev is seeking an IT Support Engineer I to champion employee technology experiences and own issues from intake through Level 2 resolution. The role blends proactive problem prevention with hands-on diagnostics across Windows, Microsoft 365, and endpoint hardware, leveraging ServiceNow and automation to reduce escalations.

Ideal candidates bring 3+ years in IT support, strong troubleshooting, and excellent customer service, with a focus on improving employee experiences and driving