Senior IT Support Engineer - AI-Driven, Remote

1Password; Austin (TX); On-site; USD 109,000 - 153,000; Full time

Benefits offered by this job

Health benefits

Maternity leave

Retirement matching

Generous PTO

Remote-first work culture

Equity / RSU

Job summary

1Password is seeking a Sr. IT Support Engineer to own complex employee technology issues, spanning identity and access, devices, and SaaS platforms. You will design AI‑assisted playbooks, automate workflows, and collaborate with Identity, Endpoint, Security, and Enterprise Systems teams to deliver reliable, scalable support.

This remote US‑based role emphasizes proactive improvements and measurable impact. Join a fast‑paced, remote‑first environment where onboarding, access control, and end‑user

Qualifications

• 5+ years in internal IT support or related field.
• Experience troubleshooting identity, devices, SaaS, and workplace apps.
• Ability to use ticketing systems, knowledge bases, service catalogs.
• Build or improve automation workflows using Console, Workato, Tines.
• Apply AI tools to investigate issues and automate routine tasks.
• Use support metrics to evaluate improvements.
• Communicate clearly and collaborate across teams.

Responsibilities

• Own complex employee technology issues through resolution, coordinating with Identity, Endpoint, Security, Infrastructure, and Enterprise Systems teams when needed.
• Participate in a regular support queue rotation while maintaining dedicated time for service improvements.
• Build and maintain AI-assisted playbooks, automations, triage workflows, knowledge resources, and self-service experiences.
• Improve onboarding, access, device, and software support workflows.
• Identify recurring support problems and create durable improvements to the process, workflow, or service behind them.
• Establish baselines and measure the impact of support improvements, including resolution quality, time to resolution, repeat demand, automation success, and employee experience.
• Help teammates adopt effective support practices and make sound decisions about automation, human review, specialist escalation, verification, approval, access, and privacy controls.

Skills

5+ years IT support

Identity & access troubleshooting

Device & SaaS support

Workflow automation

AI tools in support

Support metrics

Cross-team communication

Tools

Console

Workato

Tines

Job description

1Password is seeking a Sr. IT Support Engineer to own complex employee technology issues, spanning identity and access, devices, and SaaS platforms. You will design AI‑assisted playbooks, automate workflows, and collaborate with Identity, Endpoint, Security, and Enterprise Systems teams to deliver reliable, scalable support.

This remote US‑based role emphasizes proactive improvements and measurable impact. Join a fast‑paced, remote‑first environment where onboarding, access control, and end‑user