Senior End-User Support Engineer - Mac & AV (On-site NYC)

Reddit, Inc.; New York (NY); On-site; USD 133,000 - 186,000; Full time

Benefits offered by this job

Comprehensive Healthcare Benefits and

401k with Employer Match

Generous Paid Parental Leave

Flexible Vacation & Paid VolunteerTime

Job summary

Reddit, Inc. is seeking a Senior Support Engineer for Snoo Operations & Support to drive and scale our on-site office helpdesk in New York. You will mentor staff, manage end-user support, and coordinate cross-functional workflows with CorpEng and security teams.

You will troubleshoot Macs and hardware, maintain documentation, and lead escalation for critical issues while delivering top-tier customer service and seamless AV support for events and daily operations.

Qualifications

• 5+ years experience in IT Operations or IT Support in a professional environment.
• 3+ years of mentorship experience to junior team members.
• Experience leading support ticket management and tracking.
• Strong customer service, problem-solving and teamwork abilities.
• Google Workspace for enterprise experience.
• Knowledge of audio/video conferencing solutions and support.
• Experience with Information Technology and Security best practices.
• Excellent oral and written communication skills and customer service.
• Experience communicating with vendors to manage expectations and relationships.
• Ability to plan, drive, and support multiple, concurrent projects and initiatives.
• Ability to participate in an on-call rotation that includes after hours and weekend support.

Responsibilities

• Troubleshoot hardware and applications and provide technical support and problem-solving.
• Provide timely resolution of problems and act as senior escalation point for team and customers to management.
• Work cross-functionally and advocate for team across all functional groups and organization levels.
• Support security standards (endpoint protection software, firewall, patching, multi-factor authentication, access).
• Maintain user accounts, passwords, data integrity, system access & security within policy.
• Help manage relationships with local vendors, subcontractors and 3rd party providers.
• Assist with inventory management to support operations.
• Independently drive multiple Snoo operations projects and deliverables for the team.
• Participate in evaluating, recruiting, hiring, and mentoring team members.
• Work with management to set team goals, lead staff to achieve results and be accountable for team performance.

Skills

Mac troubleshooting

End-user support

Customer service

Documentation

Communication

Tools

Jira Service Desk

Google Workspace

AV support

Job description

Reddit, Inc. is seeking a Senior Support Engineer for Snoo Operations & Support to drive and scale our on-site office helpdesk in New York. You will mentor staff, manage end-user support, and coordinate cross-functional workflows with CorpEng and security teams.

You will troubleshoot Macs and hardware, maintain documentation, and lead escalation for critical issues while delivering top-tier customer service and seamless AV support for events and daily operations.