Senior Support Engineer, Snoo Operations & Support

Reddit is seeking a Senior Support Engineer, Snoo Operations & Support (SSO), to help drive and scale its support team. The successful candidate will be based in New York City and will work on-site at least 4 days a week.

The Senior Support Engineer will be a hands-on technical leader, working with the team and assisting customers via in-person walk-up, support tickets, email, and chat. The ideal candidate will have an excellent background in Mac software, Jira Service Desk, and hardware troubleshooting.

Responsibilities:

• Troubleshoot hardware and applications and provide technical support and problem-solving.
• Provide timely resolution of problems and act as a senior escalation point for the team and customers.
• Work cross-functionally and advocate for the team across all functional groups and organization levels.
• Support security standards, including endpoint protection software, firewall, patching, multi-factor authentication, and access.
• Maintain user accounts, passwords, data integrity, system access, and security within policy.
• Help manage relationships with local vendors, subcontractors, and 3rd party providers.
• Assist with inventory management to support operations.
• Independently drive multiple Snoo operations projects and deliverables for the team.
• Participate in evaluating, recruiting, hiring, and mentoring team members.
• Work with management to set team goals, lead staff to achieve results, and be accountable for team performance.

Qualifications:

• 5+ years of experience in IT Operations or IT Support in a professional environment.
• 3+ years of mentorship experience to junior team members.
• Experience leading support ticket management and tracking.
• Strong customer service, problem-solving, and teamwork abilities.
• Google Workspace for enterprise experience.
• Knowledge of audio/video conferencing solutions and support.
• Experience with Information Technology and Security best practices.
• Excellent oral and written communication skills and customer service.
• Experience communicating with vendors to manage expectations and relationships.
• Ability to plan, drive, and support multiple, concurrent projects and initiatives.
• Ability to participate in an on-call rotation that includes after-hours and weekend support.

Benefits:

• Comprehensive Healthcare Benefits and Income Replacement Programs.
• 401k with Employer Match.
• Global Benefit programs that fit your lifestyle, from workspace to professional development to caregiving support.
• Family Planning Support.
• Gender-Affirming Care.
• Mental Health & Coaching Benefits.
• Flexible Vacation & Paid Volunteer Time Off.
• Generous Paid Parental Leave.