Senior IT Support Engineer

1Password
United States
Workplace: RemoteFull timeUSD 109,000 - 153,000 annuallyFunction: IT Support & HelpdeskExperience: 5+ yearsSkills: ["Troubleshooting","Communication","Collaboration","Automation thinking","Metrics-driven improvement"]

Resolve complex employee technology issues as part of the IT Support team, combining hands-on troubleshooting with AI-assisted playbooks and automation. Triage and own ambiguous, sensitive cases while coordinating with Identity, Endpoint, Security, Infrastructure, and Enterprise Systems teams. Improve support workflows using ticketing, knowledge bases, service catalogs, and metrics such as time to resolution and repeat demand, while building durable self-service experiences across onboarding and access support.

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FursaFursa
1Password
1Password
2 days ago

Senior IT Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Resolve complex employee technology issues as part of the IT Support team, combining hands-on troubleshooting with AI-assisted playbooks and automation. Triage and own ambiguous, sensitive cases while coordinating with Identity, Endpoint, Security, Infrastructure, and Enterprise Systems teams. Improve support workflows using ticketing, knowledge bases, service catalogs, and metrics such as time to resolution and repeat demand, while building durable self-service experiences across onboarding and access support.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Own complex, ambiguous, or sensitive employee technology issues through resolution, escalating and coordinating with related teams as needed.
  • •Participate in a support queue rotation while dedicating time to service improvements.
  • •Build and maintain AI-assisted playbooks, automations, triage workflows, and knowledge/self-service experiences.
  • •Improve onboarding, access, device, and software support workflows to reduce recurring problems.
  • •Measure and improve impact using support metrics such as resolution quality, time to resolution, repeat demand, and employee feedback.

Pay and Benefits

Salary: USD 109,000 - 153,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDental401kRsusPaid LeaveRemote Work

Key Requirements

  • •5+ years of experience in internal IT support, workplace technology, IT operations, or a related field.
  • •Troubleshoot complex issues across identity and access, devices, software, SaaS, and workplace applications.
  • •Use ticketing systems, knowledge bases, service catalogs, and support workflows to manage and improve employee support.
  • •Build or improve workflow automations using tools such as Console, Workato, Tines, or similar platforms.
  • •Apply AI tools to investigate issues, create knowledge, improve support, or automate routine work with appropriate human review.
Experience:5+ yearsInternal IT supportWorkplace technologyIT operationsSaaSIdentity and accessEndpoint managementService management
Skills:TroubleshootingCommunicationCollaborationAutomation thinkingMetrics-driven improvement
Tech Stack:ConsoleWorkatoTinesTicketing systemsKnowledge basesService catalogsAI toolsAPIsIdentity and access managementEndpoint managementService-management administrationNatural language processingPredictive analytics

Company Brief

1Password
1Password (AgileBits Inc.) provides a password manager and identity-security platform for individuals and businesses, offering secure credential storage, sharing, and access management across devices and AI agents.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: Toronto, Canada
Founded: 2005
Glassdoor
Glassdoor: 3.3
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