Senior IT Support Engineer

Note: This is an onsite role that takes place in our Oakland office 5 days a week.

About the Job:

LaunchDarkly is hiring a Senior IT Support Engineer to own and evolve how IT support operates at scale. This role combines hands-on support with responsibility for designing, improving, and automating the systems that power employee support.

Design and improve IT support operations for the Oakland hub, with a focus on scalability, automation, and consistency, while also driving improvements that impact the broader global support model. This role is expected to identify inefficiencies, reduce manual work, and implement scalable solutions using automation and AI.

Success in this role means not only resolving issues, but fundamentally improving how support is delivered across the company.

Responsibilities:

• Own a defined set of end-to-end IT support operations within the Oakland hub, ensuring a reliable and high-quality in-office technology experience

• Resolve complex employee issues across endpoints, SaaS tools, identity systems, and workplace technology

• Design and improve onboarding, offboarding, and device lifecycle systems to reduce manual effort and increase consistency

• Identify patterns in support demand and lead initiatives to eliminate recurring issues through AI, automation, tooling, or system changes

• Lead the adoption of AI and automation in IT support, implementing solutions that improve response quality, reduce ticket volume, and expand self-service

• Define and improve support workflows, triage models, and documentation standards to increase team efficiency and scalability

• Act as a key contributor to the global support model, improving cross-regional handoffs and consistency of service

• Partner with Security, People, and Workplace teams to ensure IT systems are secure, compliant, and aligned with company needs

• Maintain and evolve knowledge base content to enable employees and IT teammates to resolve issues independently

• Use support metrics and trends to identify gaps and drive continuous improvement

About You:

You are an experienced IT engineer who is motivated by improving systems, not just resolving tickets. You look for patterns in support work, identify what is not working, and take action to fix it.

You are comfortable operating in environments where not everything is defined. You can assess current workflows, prioritize what matters most, and implement changes that make support more scalable and consistent.

You have experience reducing manual work through automation, scripting, or tooling, and you are interested in applying AI to improve how support is delivered. You are not satisfied maintaining inefficient processes and are willing to challenge existing tools or approaches when better solutions exist.

You work effectively both independently and with others. You take ownership of problems, but you also collaborate to improve how the team operates as a whole, including sharing context, improving documentation, and contributing to more consistent practices.

You are motivated by moving a team from reactive support toward a more proactive, systems-driven approach, where fewer issues repeat and employees can resolve more on their own.

Qualifications:

• 8+ years of experience in IT support or end user support in a SaaS or high-growth/large scale environment

• Experience owning and improving support processes or operational domains, not just executing within them

• Demonstrated experience driving automation or workflow improvements (scripting, tooling, or platform-based automation)

• Experience applying AI tools to improve support workflows, such as ticket triage, knowledge generation, or employee self-service

• Ability to analyze support patterns and translate them into scalable solutions

• Ability to operate independently, prioritize effectively, and make decisions with incomplete information

• Ability to communicate clearly through documentation, process design, and cross-functional collaboration

About LaunchDarkly:

Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. And by gradually rolling out new application components, they escape nightmare "big-bang" technology migrations. 

The LaunchDarkly platform was built to guide engineers to the next frontier of DevOps by:

• Improving the velocity and stability of software releases, without the fear of end customer outages
• Delivering targeted experiences by easily personalizing features to customer cohorts
• Maximizing the business impact of every feature through the ability to experiment and optimize
• Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types
• Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability

At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. LD invites any applicant to review our written Affirmative Action Plan. To do so, contact People Ops at [email protected]. 

Do you need a disability accommodation?

Fill out this accommodations request form and someone from our People Operations team will contact you for assistance. 

Your safety matters to us. To protect yourself from potential scams, LaunchDarkly recruiters will only contact you from @launchdarkly.com email addresses or via LinkedIn from "Verified Recruiter" accounts. Be cautious of emails from other domains.  Legitimate LaunchDarkly recruiters will never ask for money, fees, or banking information before making a job offer. LaunchDarkly will never make a job offer without conducting a formal interview process. Our interview process does not involve asking detailed questions by email. If you are ever unsure about a communication that you receive, don't click any links—visit Careers | LaunchDarkly  directly for confirmed job openings and links to apply.

Please notify us of any fraudulent representation by sending an email to [email protected].