IT Support Specialist II

Oura is building a high-trust IT support function that helps employees stay productive while steadily improving how issues get resolved. As an IT Support Specialist II, you will provide hands-on Tier 1 to 2 support for teams in San Francisco and remote locations, with a focus on stronger AI-assisted support quality over time.

What you’ll do

• Provide dependable Tier 1–2 assistance for San Francisco-based and remote employees, meeting service expectations while reducing routine escalations to senior IT staff.
• Support day-to-day employee needs and onboarding by keeping devices, access, and core workplace tools reliable through onboarding, offboarding, and ongoing troubleshooting.
• Own the health and lifecycle of a defined device or software domain, maintaining consistent configuration standards across endpoint and identity platforms and improving reliability over time.
• Decrease repeat incidents by identifying recurring patterns, following up on root causes, and implementing durable fixes for common symptoms.
• Improve AI-assisted support outcomes by strengthening knowledge content, reviewing resolution patterns, and validating AI-generated guidance so Atomicwork can resolve more issues accurately and autonomously.
• Grow toward broader Tier 3 capability over time by handling increasingly complex problems independently and using sound judgment to escalate when needed.

What you bring

• 1–3 years of IT support experience, including demonstrated ownership of Tier 1–2 tickets.
• Hands-on troubleshooting across macOS and Windows, along with basic networking knowledge and familiarity with common workplace SaaS tools.
• Experience with endpoint management tools such as Mosyle, Intune, Jamf, or Kandji, plus identity and access tooling such as Okta or Google Workspace.
• Experience supporting video conferencing or office AV systems, including Google Meet or Zoom Rooms.
• Strong customer communication and judgment: know when to resolve, when to verify AI-generated guidance, and when to escalate.
• Regular use of LLM assistants for work, with the ability to carefully verify outputs before acting on them.
• Ability to work onsite in the San Francisco office five days per week and provide on-call support for major emergencies only.

Tools you’ll work with

• macOS, Windows, Mosyle, Intune, Jamf, Kandji
• Okta, Google Workspace
• Google Meet, Zoom Rooms
• Atomicwork

Compensation and location

This is a fully on-site role in San Francisco, CA. Salary is USD 79,900 - 110,000 per year.

Benefits

• Competitive salary and equity packages
• Health, dental, vision insurance, and mental health resources
• An Oura Ring of your own plus employee discounts for friends and family
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
• Paid sick leave and parental leave

Nice to have

• Experience with an AI-assisted ITSM platform such as Atomicwork
• Basic scripting or automation experience for repetitive support tasks
• Experience supporting an office buildout, expansion, or a fast-growing company