Support Jobs in Brisbane, CA

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Senior IT Support

Mytra Brisbane, CA

Brisbane, CA

Today

$135k - $155k/yr Full time Manager Senior Cloud Platforms

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Job Description

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.).

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