Technical Support & IT Engineer Santa Cruz HQ Hybrid, full time View role

Open Culture; Santa Cruz (CA); On-site; USD 110,000 - 120,000; Full time

Benefits offered by this job

Equity

Health benefits

Flexible PTO

Visa sponsorship considered

Job summary

Open Culture in Santa Cruz, CA is seeking an experienced technical support lead to own user-facing platform aspects, manage cloud accounts, and maintain back-office processes. You will document common issues, provision access, and drive incident communication, ensuring smooth operation for labs using analysis agents.

You bring 3+ years in SaaS IT ops or support, Python and SQL skills, and cloud familiarity.

Qualifications

• 3+ years in technical support, customer engineering or IT operations for SaaS or scientific software.
• Proficiency in Python and SQL to reproduce bugs, read logs and query usage.
• Working knowledge of a cloud provider: accounts, IAM, monitoring and cost.
• Account administration you have owned.
• Ability to write and communicate clearly for users and incidents.

Responsibilities

• Own the support queue: triage, reproduce, resolve, or escalate with a clean handoff to engineering.
• Write documentation and knowledge base articles for users and the support agent.
• Provision accounts, roles and access; keep usage and billing records accurate.
• Watch uptime and job health, and communicate during incidents.
• Run company IT: workspace, devices, SSO, access and security hygiene.

Skills

Technical support

Python

SQL

Cloud familiarity

Incident management

Account administration

Tools

PostgreSQL

Google Workspace

MDM

SSO administration

Job description

Own the user side of the platform: technical support, cloud accounts and the back office behind them. Be the first technical contact for the labs using our analysis agents and Habitat, keep their accounts running, keep our own IT clean, and turn support traffic into documentation and a support agent that answers routine questions.

What you will do

• Own the support queue: triage, reproduce, resolve, or **escalate** with a clean handoff to engineering.
• Write the documentation and knowledge base that both users and the support agent read.
• Provision accounts, roles and access; keep usage and billing records straight.
• Watch uptime and job health, and run incident communication.
• Run company IT: workspace, devices, single sign-on, access and security hygiene.

What you bring

• 3+ years in technical support, customer engineering or IT operations for SaaS or scientific software.
• Enough Python and SQL to reproduce a bug, read a log and query usage.
• Working knowledge of a cloud provider: accounts, IAM, monitoring and cost.
• Account administration you have owned.
• Writing users act on, and calm during an incident.

Good to have

• Electrophysiology or lab software (spike sorting, NWB, MEA platforms)
• MCP, tool calling or a support agent built on a knowledge base
• PostgreSQL, Google Workspace, MDM or SSO administration
• Experience as a first support hire

Base salary $110,000 to $120,000 a year, depending on experience. Equity, health benefits and flexible paid time off. Visa sponsorship is evaluated case by case; tell us your situation early.