Sr. Technical Support Engineer

About the position

Conductor is a leading Website Optimization & Intelligence platform. Today's top brands use Conductor to create and optimize digital experiences that get found organically in search engines and drive value for customers. The platform provides actionable SEO, content, and technical website intelligence paired with real-time website monitoring to help customers accelerate-and protect-digital growth. Conductor is a mission-driven company with a commitment to innovation, customer success, and culture. For Conductor, success is improving the lives of all the people in our orbit-our customers, our customers' customers, our employee-owners, and our communities. As a Senior Technical Support Engineer in the Corporate IT department, you will be responsible for providing all levels of technical support to approximately 300 employees globally, ensuring the smooth and efficient operation of IT systems and services. You will act as the primary point of contact for escalated issues, assist with the deployment and maintenance of hardware/software, and provide expert troubleshooting for a variety of technical issues across multiple platforms. Your role will be crucial in enhancing the productivity and operational efficiency of the company's workforce.

Responsibilities

• Provide expert-level technical support for corporate IT systems, including software, hardware, networking, and cloud services.
• Resolve both level I and complex technical issues in a timely manner, ensuring minimal disruption to employee productivity.
• Maintain performance of computer systems.
• Assist in setting up A/V equipment for All Hands meetings and Town Halls.
• Collaborate with other teams as necessary to troubleshoot and resolve high-complexity issues.
• Assist employees with onboarding, offboarding, and day-to-day IT needs, including troubleshooting desktop/laptop issues, configuring software, and supporting various SaaS applications.
• Provide remote assistance via ticketing systems, email, chat, or phone.
• Support and maintain IT systems, including IDP/user account management, network configuration, Shared Workspaces (e.g. Google Workspace) MDM, VPN, and other tools used by the employees.
• Ensure performance, availability, and security of all corporate systems.
• Create and maintain detailed documentation for IT procedures, workflows, troubleshooting guides, and internal policies.
• Develop and manage a knowledge base for frequently encountered issues to improve efficiency and self-service for employees.
• Assist in the deployment, configuration, and management of software tools and applications used by employees.
• Help ensure that company IT systems remain secure and compliant with relevant security protocols and best practices.
• Identify potential vulnerabilities and assist with mitigation (including patch management) with all internal IT systems.
• Collaborate with cross-functional teams, including HR, security, and development, to ensure IT needs are aligned with corporate goals.
• Train employees on various systems and solutions.
• Install, modify, and repair computer hardware and software.
• Offer support across different time zones, ensuring global employee needs are met.
• Handle IT-related issues for employees across multiple offices or remote locations.

Requirements

• 5+ years of experience in technical support or IT operations in a corporate environment, preferably in a SaaS company.
• Proficiency in managing and administering Google Workspace, including user account management, access control, and security settings.
• Strong experience supporting and troubleshooting SaaS applications, remote working tools (e.g., Zoom, Slack), and other cloud-based technologies.
• Proven experience supporting end-user hardware (Mac, PC, networking, and security systems).
• Experience with Okta and Active Directory (AD) for user provisioning, identity management, and single sign-on (SSO) integration.
• In-depth knowledge of end-user operating systems (MacOS, Windows) and the ability to provide troubleshooting support across these platforms.
• Strong understanding of networking concepts, VPN technologies, firewalls, DNS, etc.
• Familiarity with endpoint management tools (e.g., Mosyle, Intune).
• Proficiency in scripting and automation to streamline support processes.
• Excellent troubleshooting skills and ability to resolve from basic to complex IT issues efficiently.
• Strong written and verbal communication skills, with the ability to explain technical issues in a clear and concise manner to non-technical staff.
• Ability to work independently and collaboratively with cross-functional teams to resolve issues.
• High level of customer service and the ability to foster positive relationships with employees at all levels.
• Experience working in a global IT environment, supporting users across different time zones and regions.
• Adaptability to a fast-paced and evolving SaaS environment.

Nice-to-haves

• CompTIA A+, Network+, or other relevant IT certifications.
• Microsoft Certified Solutions Associate (MCSA), ITIL, or similar certifications.

Benefits

• 100% covered employee medical plan
• Dental & vision plans
• 401(k) with employer contribution
• Unlimited vacation policy
• 10 sick days
• Short-term disability
• Long-term disability
• Generous paid parental leave
• Employee assistance program
• Flexible savings accounts
• Paid holidays
• Life and accidental death insurance