Senior Technical Support Engineer, Operations & Support

Reddit, Inc.; San Francisco (CA); On-site; USD 132,000 - 186,000; Full time

Job summary

Reddit, Inc. is seeking a Senior Technical Support Engineer to bolster their operations team in San Francisco. This role involves on-site support, troubleshooting, and working collaboratively to ensure exceptional technical service for Reddit employees. Candidates should have extensive experience in end-user support and a passion for problem-solving and customer service.

Benefits

Comprehensive Healthcare Benefits

401k Match

Paid Volunteer Time Off

Flexible Vacation

Mental Health & Coaching Benefits

Qualifications

• 6+ years of experience in end-user support operations, mentoring junior staff.
• Exceptional Mac troubleshooting skills.
• Strong foundation in troubleshooting theories and component isolation.

Responsibilities

• Troubleshoot hardware and applications, providing technical support.
• Work cross-functionally and advocate for the team.
• Drive projects independently within end user operations.

Skills

Troubleshooting

Customer Service

Problem Solving

AV Support

Job description

Senior Technical Support Engineer, Operations & Support

Reddit is a community of communities. It’s built on shared interests, passion, and trust and is home to the most open and authentic conversations on the internet. Every day, Reddit users submit, vote, and comment on the topics they care most about. With 100,000+ active communities and approximately 101M+ daily active unique visitors, Reddit is one of the internet’s largest sources of information. For more information, visit redditinc.com .

The Reddit Corporate Technology team is looking for an extraordinary Senior Technical Support Engineer, Operations & Support (SOS), to help drive and scale our support team.

Supporting the Central and West regions of the United States and some Asia Pacific regions, this role is expected to be on-site at our San Francisco office at least 4 days a week to support office helpdesk experience, frequent events, AV support and for special events as needed. Our team works cross-functionally with our partners in CorpEng Systems, CorpEng Infrastructure, Biz Apps Engineering, Security, and other teams to coordinate work, handle ticket escalations, and resolve issues. We on-board new employees, provision hardware, and provide hands-on or remote support for all Reddit employees worldwide.

You will be a hands-on technical leader, working with the team and assisting our customers via in-person walkup, support tickets, email, and chat. You will support day-to-day end user support end-users for the office while working closely with the greater team to: build and maintain support documentation and tools, administer queues, act as a final escalation for critical issues. You have an excellent background in Mac software and hardware troubleshooting. You are passionate about providing the best customer service experience possible, mentoring others, and driving best practices within the team.

Please note:

This role is based out of Reddit's office located in San Francisco.

We will only consider candidates currently located in San Francisco, or currently within close commuting distance to the SF office.

The role requires in-office work 4 days per week.

Qualifications for this role:

• You are seen as leader on the team who is hardworking, learns quickly, and thrives in a fast-paced environment
• You have 6+ years of experience in end-user support operations, including mentoring junior staff
• You have exceptional Mac troubleshooting skills
• You have a strong foundation in troubleshooting theories and component isolation methodology
• You are fantastic at providing technical support and love solving problems
• You are constantly learning and strive to maintain domain expertise in most CorpEng-supported systems
• You excel at identifying and resolving systemic issues within the team and across the organization
• You understand the importance of asset inventory and how to maintain an organized help desk
• You are a good communicator with a personable demeanor and a positive attitude. You can read between the lines to understand business needs and prioritize your work accordingly.
• You evangelize standardization and understand that consistency and an adherence to methodologies are key to helping any organization scale
• You excel at documenting issues and providing updates to management, the team, and end users
• You are a team player with a solid commitment to customer service, enjoy technology, and have an aptitude for problem-solving.

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 end user operations projects and deliverables for the team
• Participate in evaluating, recruiting, hiring, and mentoring team members
• Work with management to set goals, and drive staff to achieve results

Requirements:

• 6-8 years experience in IT Operations or IT Support in a professional environment
• 2+ years of mentorship experience to junior team members
• Experience leading support ticket management and tracking
• Strong customer service, problem-solving and teamwork abilities
• 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

Bonus Points:

• Experience supporting a company’s IT with little or no oversight
• Experience with Identity Providers/SAML (Okta, OneLogin, Sailpoint, etc.)
• Previous experience in a rapidly growing startup environment
• Experience managing vendor relationships
• Experience with audio engineering principles and support

This role is based out of Reddit's office located in San Francisco.

We will only consider candidates currently located in San Francisco, or within close commuting distance to the SF office.

• Comprehensive Healthcare Benefits and Income Replacement Programs
• 401k Match
• Family Planning Support
• Mental Health & Coaching Benefits
• Flexible Vacation & Reddit Global Days off
• Paid Volunteer time off

Pay Transparency:

This job posting may span more than one career level.

In addition to base salary, this job is eligible to receive equity in the form of restricted stock units, and depending on the position offered, it may also be eligible to receive a commission. Additionally, Reddit offers a wide range of benefits to U.S.-based employees, including medical, dental, and vision insurance, 401(k) program with employer match, generous time off for vacation, and parental leave. To learn more, please visit https://www.redditinc.com/careers/ .

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed below.

The base pay range for this position is:

$132,600 - $185,600 USD

Reddit is proud to be an equal opportunity employer, and is committed to building a workforce representative of the diverse communities we serve. Reddit is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If, due to a disability, you need an accommodation during the interview process, please let your recruiter know.

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