IT Support Engineer, II

Dollar Shave Club; Durham (NC); On-site; USD 70,000 - 85,000; Full time

Job summary

Dollar Shave Club is seeking an IT Support Engineer Tier II to enhance the technology experience for its growing e-commerce business. The position involves managing support tickets, onboarding new employees, and troubleshooting technical issues, ensuring a seamless IT setup and experience. Ideal candidates will possess strong technical skills and a customer-focused mindset.

Benefits

Comprehensive benefit plans

401(k) plan with company match

Unlimited vacation and generous sick time

Free Dollar Shave Club Products

Monthly cell phone and work-from-home stipends

Qualifications

• 4+ years experience with IT service desk triage and customer support.
• 3+ years experience supporting an Enterprise Google Apps environment.
• Advanced PC and Mac troubleshooting skills.

Responsibilities

• Triage and manage IT ticketing queues and end-user service requests.
• Lead onboarding for all new hires, contractors, and interns.
• Troubleshoot and resolve technical issues across Windows and Mac systems.

Skills

Technical expertise

Customer-focused

Problem-solving

Communication

Detail-oriented

Education

Bachelor’s degree in a technology-related field

Tools

Google Workspace

JumpCloud

Okta

Job description

In 2011, we didn't just disrupt the entire shaving industry; we revolutionized it, shattering conventions with a viral video sensation that became the gold standard for humor in advertising. Our trailblazing direct-to-consumer model didn’t just pave new paths—it bulldozed age old industry giants, minting us as a force to be reckoned with.

Dollar Shave Club crafted not just products, but experiences. We made shaving not suck by cutting out all the unnecessary BS that's been upsold to guys for decades. We continued to make great f**king blades and also became the geniuses behind tons of dude-centric products like Ball Spray, offering solutions to problems men didn't know they needed.

Today we continue to expand our international grooming arsenal, and hold fast to the disruptive DNA and irreverent humor that catapulted us to fame. Our global expansion and presence in tens of thousands of retail stores are testaments to our commitment to make the hairy globe a little smoother.

Stop wasting time not working for us and come join the club!

ROLE SUMMARY:

We’re excited to bring on an IT Support Engineer Tier II to join our team! In this role, you’ll support the technology that powers our rapidly growing e-commerce business. But this isn’t just about fixing issues—it’s about enabling our teams to work smarter and move faster.

As a key member of our IT team, you’ll handle a wide variety of support tickets, assist with employee onboarding to ensure smooth day-one experiences, and manage procurement of hardware to keep our teams equipped and productive. You'll troubleshoot technical issues and help shape a seamless technology experience company-wide.

We're looking for someone who brings both technical expertise and a friendly, solutions-oriented mindset. If you thrive on solving problems, enjoy helping people, and want to be part of a team that’s focused on impact, not just upkeep, we’d love to hear from you.

RESPONSIBILITIES:

• Triage and Manage IT ticketing queues and end-user service requests, ensuring timely and effective resolution
• Configure, deploy, and maintain computer systems across a mixed OS environment (Windows and macOS)
• Lead onboarding for all new hires, contractors, and interns, ensuring a seamless IT setup and experience
• Oversee hardware procurement and maintain accurate IT inventory and enterprise-wide asset tracking
• Provision and manage local and SaaS-based user accounts across platforms such as Google Workspace, JumpCloud (or Okta), and other business-critical tools
• Troubleshoot and resolve technical issues across both Windows and Mac systems, as well as within local and cloud-based applications
• Setup and test hardware and peripherals for new user station setups
• Manage mobile device configurations, user accounts, and support through an Enterprise MDM/EMM platform
• Onboarding Training and Knowledge-base Development
• Provide support for A/V systems and video conferencing tools to ensure smooth virtual and in-person collaboration

REQUIREMENTS:

• Bachelor’s degree in a technology-related field preferred, or equivalent relevant work experience
• 4+ years experience with IT service desk triage and customer support best practices
• 3+ years experience supporting an Enterprise Google Apps environment
• 2+ years knowledge of general SSO platform workflow
• Advanced PC and Mac troubleshooting skill set is necessary
• Ability to troubleshoot and resolve issues with printers and computer peripherals
• Personable, approachable, and customer-focused demeanor
• Strong verbal and written communication skills
• Highly detail-oriented with strong organizational and documentation skills
• Proven ability to manage and prioritize multiple tasks simultaneously
• Motivated and enthusiastic self-starter who works well independently and thrives in a collaborative team environment
• Must be flexible with working hours, including occasional evenings and weekends on a rotational basis

POSITION TYPE:
This is a full-time exempt position.

WORK ENVIRONMENT:
This position is in-office, working out of our HQ in Durham, North Carolina 4x a week.

SALARY:
$70,000-$85,000 + Bonus

BENEFITS:

• Comprehensive benefit plans with low premium options, including medical, dental and vision coverage, along with supplemental coverage options
• Free life insurance, short term disability and long term disability
• 401(k) plan with a company match of 100% of the first 2%, and 50% of up to an additional 4% with no vesting period
• Unlimited vacation and generous sick time
• Half day Fridays year-round (subject to business needs)
• 12 weeks of fully paid parental leave
• 4 weeks of fully paid disability leave
• Free Dollar Shave Club Products
• Monthly cell phone and work-from-home stipends

APPLICATION PROCESS:
All applications must be submitted via our Applicant Tracking System, Greenhouse, in order to be considered. Once you submit your application, the recruiting team will review your submission and will reach out if your skill sets and/or qualifications match our needs. If selected, you’ll be invited to an initial phone screening interview with a recruiter before meeting with various members of the team. Candidates will be notified if they are not selected for the position. The position will remain open and we'll be accepting applications until the role is filled.

Dollar Shave Club is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identification, national origin, disability, or protected veteran status.

Reasonable Accommodation: Dollar Shave Club provides reasonable accommodation so that qualified applicants with a disability may participate in the selection process. Please advise us of any accommodations you request in order to express interest in a position by e-mailing: [e-mail]

Please state your request for assistance in your message. Only reasonable accommodation requests related to applying for a specific position within Dollar Shave Club will be reviewed at the e-mail address supplied.

Dollar Shave Club will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.

Thank you for considering a career with Dollar Shave Club

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