Support Engineer II

JOB DESCRIPTION

At Warby Parker, we’ve proven that businesses can scale, be profitable, and do good in the world. Now, we’re searching for a motivated IT Support Engineer to join our 70+ person Technology team to help take this mission to the next step.Our Technology Services team is all about figuring out why an issue exists, where its root cause lies, and how to implement a solution that allows people to self-solve in the future. (And we’ve seen success; as our company has grown, our incoming ticket count has decreased year over year.) In this role, you will use your technical savvy to tackle the same sort of questions, engineer even smarter solutions, and support our Help Desk for two offices, two optical labs, and 200+ retail stores. Project to project, working here is an exciting opportunity to build products and services at the intersection of medical devices, e-commerce, retail, and fashion. Our ideal candidate exhibits thoughtfulness, confidence, and expertise when deploying a solution at all endpoints in a short period of time. They’re a big-picture thinker, which will help them oversee our fleet of roughly 4000 iOS, 700 macOS, 2000 ChromeOS, and 200 Windows devices. Most important: They’re an empathetic team player who can work cross-functionally to understand other teams’ needs and collaborate with stakeholders to engineer solutions. If you're a motivated support engineer who takes your work seriously—but not yourself—you may be just what we're looking for. Read on!

What you’ll do:

• Support and manage our extensive SaaS catalog following SaaS Ops best practices
• Execute on assigned tasks to continuously improve our automated user lifecycle management and zero-touch landscape
• Based on trending requests, collaborate internally and cross-functionally; engineering long-term solutions to reduce the number of incoming tickets and repetitive requests.
• Work internally to enhance our tooling, providing a best-in-class customer experience.
• Manage, troubleshoot, resolve, and escalate requests to maintain high SLAs for resolution and response time
• Help improve our security posture by working cross-functionally with our Security Operations team
• Ensure business continuity by responding to, troubleshooting, and resolving internet outages at our retail locations
• Investigate and troubleshoot complex networking anomalies while contributing to continuous improvement 
• Communicate complex technologies and systems in the form of notes, manuals, and walk-throughs for users with a range of technical experience
• Initiate project inception research and testing, and then connect with peers and senior team members to conceptualize and review your work
• Participate in a seven-day, on-call rotation for after-hours support

Who you are:

• Backed by 2–4 years of experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
• Proficient in Jamf Pro and G Suite management—as well as Windows, Linux, macOS, and ChromeOS environments
• Able to diagnose and troubleshoot basic technical and networking issues using industry-standard tactics and methodologies
• Highly knowledgeable about computer systems, mobile devices, and other tech devices
• A clear, coherent communicator who can provide step-by-step technical help, both written and verbal
• Familiar with major PaaS providers
• Comfortable with Bash, Python, JavaScript, and database languages
• A resilient problem-solver who can fail gracefully and recover quickly
• Not on the Office of Inspector General’s List of Excluded Individuals/Entities (LEIE)

Extra credit:

• Proficiency in Windows management (specifically AD, MDM, and GPOs management)
• Cisco, Jamf, G Suite, and Microsoft certifications
• Knowledge of various network protocols: DNS, RADIUS, DHCP, OSPF, DMVPN, L2TP, IPSec, VPN, TCP/IP

Some benefits of working at Warby Parker for full-time employees:

• Health, vision, and dental insurance
• Life and AD&D Insurance
• Flexible vacation policy
• Paid Holidays
• Retirement savings plan with a company match
• Parental leave (non-birthing parents included)
• Short-term disability
• Employee Assistance Program (EAP)
• Bereavement Support
• Optical Education Reimbursement
• Free eyewear
• And more (just ask!)

Warby Parker requires all newly hired in-person or hybrid employees to be fully vaccinated against COVID-19 by their start date. Warby Parker is an equal opportunity employer and will provide reasonable accommodation, as necessary with federal, state, or local law, to those individuals who are unable to be vaccinated.