Senior IT Support Engineer, Snoo Operations & Support (SOS) at Reddit

Reddit is a community of communities. Its 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 100000 active communities and approximately 116 million daily active unique visitors Reddit is one of the internets largest sources of information. For more information visit .Our mission is to bring community and belonging to everyone in the world. Reddit is a community of communities where people can dive into anything through experiences built around their interests hobbies and passions. With more than 50 million people visiting 100000 communities daily it is home to the most open and authentic conversations on the internet. From pets to parenting skincare to stocks theres a community for everybody on Reddit. For more information visit .The Reddit Corporate Technology team is looking for an extraordinary Senior Support Engineer Snoo Operations & Support (SSO) 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 Chicago 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 help lead 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 coordinate schedules 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.What We Can Expect From You:You are seen as leader on the team who is hardworking learns quickly and thrives in a fast-paced environmentYou have 3 years of experience in end-user support operations including mentoring junior staffYou have exceptional Mac troubleshooting skillsYou have a strong foundation in troubleshooting theories and component isolation methodologyYou are fantastic at providing technical support and love solving problemsYou are constantly learning and strive to maintain domain expertise in most CorpEng-supported systemsYou excel at identifying and resolving systemic issues within the team and across the organizationYou understand the importance of asset inventory and how to maintain an organized help deskYou 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 scaleYou excel at documenting issues and providing updates to management the team and end usersYou 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 managementWork cross-functionally and advocate for team across all functional groups and organization levelsSupport security standards (endpoint protection software firewall patching multi-factor authentication access)Maintain user accounts passwords data integrity system access & security within policyHelp manage relationships with local vendors subcontractors and 3rd party providersAssist with inventory management to support operationsIndependently drive multiple end user operations projects and deliverables for the teamParticipate in evaluating recruiting hiring and mentoring team membersWork with management to set team goals lead staff to achieve results and be accountable for team performanceQualifications:3-5 years experience in IT Operations or IT Support in a professional environment2 years of mentorship experience to junior team membersExperience leading support ticket management and trackingStrong customer service problem-solving and teamwork abilitiesGoogle Workspace for enterprise experienceKnowledge of audio/video conferencing solutions and supportExperience with Information Technology and Security best practicesExcellent oral and written communication skills and customer serviceExperience communicating with vendors to manage expectations and relationshipsAbility to plan drive and support multiple concurrent projects and initiativesAbility to participate in an on-call rotation that includes after hours and weekend supportBonus Points:Experience supporting a companys IT with little or no oversightExperience with Identity Providers/SAML (Okta OneLogin Sailpoint etc.)Previous experience in a rapidly growing startup environmentExperience managing vendor relationshipsExperience with audio engineering principles and supportBenefits:Comprehensive Healthcare Benefits and Income Replacement Programs401k MatchFamily Planning SupportGender-Affirming CareMental Health & Coaching BenefitsFlexible Vacation & Reddit Global Days offGenerous paid Parental Leave Paid Volunteer time offPay 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 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:$132600 - $185600 USDIn select roles and locations the interviews will be recorded transcribed and summarized by artificial intelligence (AI). You will have the opportunity to opt out of recording transcription and summarization prior to any scheduled interviews.During the interview we will collect the following categories of personal information: Identifiers Professional and Employment-Related Information Sensory Information (audio/video recording) and any other categories of personal information you choose to share with us. We will use this information to evaluate your application for employment or an independent contractor role as applicable. We will not sell your personal information or disclose it to any third party for their marketing purposes. We will delete any recording of your interview promptly after making a hiring decision. For more information about how we will handle your personal information including our retention of it please refer to our Candidate Privacy Policy for Potential Employees and Contractors.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.Required Experience:Senior IC Key Skills Engineering Support,Law Enforcement,ABB,Information Security,Adobe Dreamweaver,Data Analysis Employment Type : Full Time Experience: years Vacancy: 1 Monthly Salary Salary: 132600 - 185600