Senior IT Support Engineer

The opportunity

The Senior IT Support Engineer will play a key role in delivering reliable, hands-on technology support across the organization. This position owns day-to-day ticket management, technical troubleshooting, hardware logistics, and strategic IT projects while serving as a point of contact for complex or unfamiliar issues. The Senior IT Support Engineer will work closely with the broader IT team to strengthen support practices, improve security and access management, and ensure employees remain productive across Mac, Windows, and cloud-based environments. You must have 4+ years of broad IT experience to succeed in this role.

Location: Nashville, Tennessee

What you'll do

• Own day-to-day, hands-on IT support including ticket management, technical troubleshooting and strategic projects.
• Serve as a technical point of contact, investigating complex or unfamiliar issues, identifying root causes and determining the best path forward beyond standard troubleshooting guides.
• Partner with the IT team to coordinate priorities, share relevant context and maintain consistent support practices across the organization.
• Configure and support networks, Google Workspace, device-management platforms and other cloud-based systems across Mac and Windows environments.
• Improve onboarding, offboarding, security and access-management processes to ensure employees are productive and company systems remain protected.
• Manage hardware logistics, including procurement, inventory, shipping, receiving, repairs, replacements and upgrades.
• Manage technology-vendor relationships, ensuring reliable service and strong value for the business.
• Identify recurring issues and process gaps, recommend improvements and lead projects through completion while communicating clearly with technical and non-technical stakeholders.

Who you are

• 4+ years of IT experience with exposure to multiple areas of IT, including end-user support, security, networks, remote environments and access management.
• Experience in a SaaS-centric environment using Office 365 or Google Workspace, Slack, MDMs and other cloud-management tools to support 100+ team members.
• Background supporting both Mac and Windows environments for end users.
• Strong troubleshooting and critical-thinking skills, with the ability to investigate unfamiliar issues, identify root causes and determine the best path forward rather than relying only on predefined instructions.
• Ability to think strategically, anticipate challenges and recommend improvements that strengthen IT operations.
• Demonstrated ownership and sound judgment, including the ability to make decisions, communicate risks and know when escalation is appropriate.
• Excellent verbal and written communication skills for both technical and non-technical audiences.
• Organized and detail-oriented, with the ability to manage multiple priorities and adapt quickly as business needs change.
• Agile professional who excels in a fast-paced environment and thrives on continuously pivoting strategies to drive business needs forward

**The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The job holder is expected to accept any reasonable alterations that may from time to time be necessary.**

What we offer you

• Career Growth: Advance with mentorship programs, leadership academies, and opportunities to shape company culture and DEI initiatives.
• Flex Fridays: Adjust your 40-hour week to enjoy a full or half day off on Fridays.
• Remote-First Culture: Work from the comfort of your home.
• Flexible PTO: Take the time you need, when you need it.
• Health Coverage: Medical, dental, and vision plans for you and your family.
• Insurance Protection: Life, AD&D, Short-Term, and Long-Term Disability coverage.
• 401K with Match: Secure your future with our company-matched retirement savings.
• Paid Parental Leave: Support for new parents during life’s special moments.
• Wellness Perks: Access Headspace and enjoy monthly fitness reimbursements.
• Pet Insurance: Care for your furry family members.
• Speaker Series Bonus: Present in our monthly speaker series and earn a bonus.
• Book Reimbursement: Get up to 12 books reimbursed per year to fuel your learning.
• Bucket List Benefit: Celebrate milestones with annual contributions toward your dream adventures after 3 years.
• In-Office Perks: Enjoy catered lunches for our in-office team.
  
  

Work authorization

Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the United States at hire in an employer approved US state and must maintain authorization to work in the United States throughout their employment with our company.