IT Support Specialist II

Oura; United States; Remote; USD 94,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Equity

Health, dental, vision

Employee discounts

Paid time off

Sick leave & parental leave

Job summary

Ōura is seeking an IT Support Specialist II to join our IT Support team in San Francisco. This onsite role covers Tier 1–2 support for both local and distributed employees, with duties ranging from onboarding to ongoing device lifecycle management and AI-enhanced knowledge resources.

You will troubleshoot macOS and Windows, manage endpoints with Mosyle/Intune/Jamf/Kandji, and support office AV systems such as Google Meet and Zoom Rooms.

Qualifications

• 1–3 years IT support experience with ownership of Tier 1–2 tickets.
• Hands-on troubleshooting across macOS and Windows and basic networking.
• Experience with endpoint management and identity/access tools.
• Experience supporting video conferencing or office AV systems.

Responsibilities

• Deliver Tier 1–2 support for on-site SF and remote employees.
• Ensure onboarding/offboarding and day-to-day device readiness.
• Maintain configuration standards across endpoint and identity platforms.
• Reduce repeat incidents by root-cause analysis and durable fixes.
• Improve AI-assisted support by enriching knowledge content and guidance.
• Expand Tier 3 capability and escalate when needed.

Skills

IT support

macOS

Windows

Identity tools

Endpoint management

AV systems

SaaS tools

customer communication

Tools

Mosyle

Intune

Jamf

Kandji

Okta

Google Workspace

Google Meet

Zoom Rooms

Job description

Our mission at the company is to empower every person to own their inner potential. Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their the company Ring and its connected app. We've helped millions of people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles.

Empowering the world starts with living our values and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we ensure that our team members have what they need to do their best work — both in and out of the office.

We are looking for an IT Support Specialist II to join our IT Support team and provide hands-on Tier 1–2 support for employees at our San Francisco office and across our distributed workforce. In this onsite role, you’ll troubleshoot macOS, Windows, identity, endpoint management, SaaS, and AV issues; support onboarding and device readiness; and grow your Tier 3 skills alongside experienced teammates. You’ll also help improve our AI-first support model by strengthening knowledge resources and flagging recurring issues so we can resolve employee needs more reliably and at scale.

What You Will Do:

• Deliver reliable Tier 1–2 support for San Francisco-based and remote employees, meeting service expectations while reducing routine escalations to senior IT staff.
• Keep employees productive and new hires ready to work by ensuring devices, access, and core workplace tools are dependable through onboarding, offboarding, and day-to-day support.
• Own the health and lifecycle of a defined device or software domain, maintaining consistent configuration standards across endpoint and identity platforms and improving reliability over time.
• Reduce repeat incidents by recognizing patterns, driving root-cause follow-up, and turning recurring symptoms into durable fixes.
• Improve AI-assisted support quality by strengthening knowledge content, reviewing resolution patterns, and validating AI-generated guidance so Atomicwork resolves more issues accurately and autonomously.
• Expand Tier 3 capability over time, resolving increasingly complex issues independently while using sound judgment about when to elevate.

This role is fully on-site in the San Francisco office, five days per week.What you'll bring

• 1–3 years of IT support experience, with demonstrated ownership of Tier 1–2 tickets.
• Hands-on troubleshooting experience across macOS and Windows, basic networking, and common workplace SaaS tools.
• Experience with endpoint management (such as Mosyle, Intune, Jamf, or Kandji) and identity/access tools (such as Okta or Google Workspace).
• Experience supporting video conferencing or office AV systems, such as Google Meet or Zoom Rooms.
• Strong customer communication and sound judgment: you know when to resolve an issue, verify AI-generated guidance, or escalade.
• Regular use of LLM assistants for work, with care to verify outputs before acting on them.
• Ability to work onsite in our San Francisco office five days per week and provide on-call support for major emergencies only.

Nice to have:

• Nice to Have:
• Experience with an AI-assisted ITSM platform, such as Atomicwork.
• Basic scripting or automation experience for repetitive support tasks.
• Experience supporting an office buildout, expansion, or a fast-growing company.

Benefits

At Ōura, we care about you and your well-being. Everyone here at Ōura has a ring of their own and we are continually looking to improve employee health.

What we offer:

• Competitive salary and equity packages
• Health, dental, vision insurance, and mental health resources
• An Ōura Ring of your own plus employee discounts for friends & family
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
• Paid sick leave and parental leave

Ōura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the future.

Region 1 $93,500 - $110,000Region 2 $85,000 - $100,000Region 3 $79,900 - $94,000

A recruiter can determine your Region based on your US location.

We are not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), West Virginia (WV), and Wisconsin (WI).

the company is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals seeking employment at the company are considered without regard to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics.

We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

To all recruitment agencies: the company does not accept agency resumes. Please do not forward resumes to our jobs alias, the company employees, or any other organization's location. the company is not responsible for any fees related to unsolicited resumes.