Senior IT Support

As a Senior IT Support professional at Mytra, you will join the Corporate IT team during a period of rapid scaling, with a focus on delivering a fast, reliable end-user experience. This role combines end-user support ownership with IT standards, device lifecycle responsibilities, and deep expertise across core business applications.

Key Responsibilities

• Own the end-user support queue end to end, including triage, prioritization, resolution, and escalation.
• Act as the senior escalation point for complex, high-impact issues.
• Establish and maintain support standards, SLAs, ticket hygiene, and service metrics, including volume, resolution time, recurring categories, and CSAT.
• Use support performance data to drive continuous improvements.
• Manage device lifecycle support, including provisioning, imaging, MDM enrollment, and decommissioning.
• Lead the IT side of employee onboarding and offboarding.
• Serve as the knowledge expert across the core stack, providing deep support, configuration guidance, and best-practice coaching.
• Build and maintain a living knowledge base of runbooks and how-to guides to enable self-service and reduce repeat issues.
• Mentor junior support staff to improve service quality and raise the overall support standard.

Required Qualifications

• Proven experience supporting macOS and Windows endpoints, administering SaaS tools, and working with identity and MDM platforms (Rippling, Jamf, Intune, or Kandji), with 5+ years in IT support.
• At least 2 years in a senior, lead, or escalation-point role.
• Hands-on knowledge of core business applications, with the ability to learn new tools deeply and quickly.
• A service mindset characterized by patience, responsiveness, and clear communication with non-technical colleagues, combined with sound judgment and respectful challenge.
• Excellent written communication, including a track record of turning complex issues into documentation that helps prevent future tickets.
• Demonstrated ownership of a support queue or related function, including SLA and metrics management.

Core Tools and Technologies

• macOS, Windows
• Rippling, Jamf, Intune, Kandji
• Google Workspace, Slack, Notion, Linear, Smartsheet, Ramp
• Verkada, Zapier
• MDM

Location and Role Details

This role is based in Brisbane, CA and is onsite. The salary range is USD 135,000 - 155,000 per year, based on experience level and location.

Compensation and Benefits

• Competitive compensation and equity grants at a high-growth company backed by top-tier VCs.
• Fully subsidized health coverage, including medical (baseline plans), dental, and vision for employees and dependents.
• 401(k) plans and employer-subsidized life insurance.
• Fully subsidized lunch and snacks at HQ.
• Generous PTO and company-paid holidays, including one week over the winter break.
• Voluntary pet insurance, Voluntary Life Insurance, Accident, Critical Illness, and Hospital Indemnity.
• Fully subsidized tax advisory services and education to help you understand your equity.
• Commuter benefits, including a up to $150 monthly commuter benefit.
• Lively, modern combined office and lab space to iterate through design, build, and test phases.
• Fully equipped onsite gym and showers at headquarters.

Additional “Nice to Have” Experience

• Experience administering IT governance, access reviews, or structured intake/procurement processes.
• Familiarity with automation and integration tooling such as Zapier, along with light scripting.
• Background supporting a fast-growing company or a hardware/robotics environment.

Pay Notice

• Compensation will be set based on the candidate’s experience level and location.
• The posted salary band is applicable only to the San Francisco Bay Area and is subject to change.
• The pay range for this role is 135,000 - 155,000 USD per year (Mytra, Inc.).