Senior Support Engineer, Snoo Operations & Support

Reddit
New York
Workplace: OnsiteFull timeUSD 132,600 - 185,600 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsSkills: ["Customer service","Problem-solving","Mentoring","Communication","Teamwork"]

Lead hands-on end-user support for Snoo Operations & Support, providing in-person walkup helpdesk coverage and resolving issues via tickets, email, and chat. Serve as a senior escalation point for critical problems, manage queues and schedules, and improve support documentation and tools. Troubleshoot Mac software and hardware, support security standards (endpoint protection, patching, MFA), collaborate cross-functionally across CorpEng teams, and help deliver Snoo operations projects while mentoring junior staff.

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FursaFursa
Reddit
Reddit
3 days ago

Senior Support Engineer, Snoo Operations & Support

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead hands-on end-user support for Snoo Operations & Support, providing in-person walkup helpdesk coverage and resolving issues via tickets, email, and chat. Serve as a senior escalation point for critical problems, manage queues and schedules, and improve support documentation and tools. Troubleshoot Mac software and hardware, support security standards (endpoint protection, patching, MFA), collaborate cross-functionally across CorpEng teams, and help deliver Snoo operations projects while mentoring junior staff.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Troubleshoot hardware and applications and provide technical support and problem-solving.
  • •Provide timely resolutions and act as a senior escalation point for team and customers.
  • •Work cross-functionally to coordinate escalations and advocate for the support team.
  • •Support security standards including endpoint protection, firewall, patching, MFA, and access within policy.
  • •Maintain user accounts and asset inventory, manage vendors, and independently drive Snoo operations projects and on-call support.

Pay and Benefits

Salary: USD 132,600 - 185,600 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kPaid Parental

Key Requirements

  • •5+ years of experience in end-user support operations, including mentoring junior staff.
  • •Exceptional Mac troubleshooting skills.
  • •Strong troubleshooting foundation, including component isolation methodology.
  • •Experience leading support ticket management and tracking.
  • •Knowledge of IT/security best practices and audio/video conferencing support.
Experience:5+ yearsIT SupportEnd-user supportIT OperationsSecurityAudio/video support
Skills:Customer serviceProblem-solvingMentoringCommunicationTeamwork
Languages:English
Tech Stack:MacJira Service DeskGoogle WorkspaceHardware troubleshootingEndpoint protectionFirewallPatchingMulti-factor authenticationAudio/video conferencingOktaOneLoginSailpointSAML

Company Brief

Reddit
Operates Reddit, a large online community and discussion platform where users submit content, comment, and vote across topic-based communities (subreddits); monetizes via advertising, premium subscriptions, and awards.
Industry: Digital Media
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2005
WebsiteLinkedIn