About the role
Why Socure?
Socure is building the identity trust infrastructure for the digital economy — verifying 100% of good identities in real time and stopping fraud before it starts. The mission is big, the problems are complex, and the impact is felt by businesses, governments, and millions of people every day.
We hire people who want that level of responsibility. People who move fast, think critically, act like owners, and care deeply about solving customer problems with precision. If you want predictability or narrow scope, this won’t be your place. If you want to help build the future of identity with a team that holds a high bar for itself — keep reading.
About the role
As an IT Support Engineer, you are the face of IT for our San Francisco office and a core member of the wider IT team. You will resolve end-user issues across macOS and Windows, keep our collaboration stack (Google Workspace, Slack, Zoom) working, and run the office AV and device lifecycle. You work independently on most tickets, escalate well when needed, and leave behind documentation and automation so the same issue does not come back.
You will be onsite in our SF office at-minimum three days a week and will also be available to provide remote support to the rest of the workforce globally.
What you'll do
- Resolve requests and incidents. Own tickets end to end for hardware, software, access, and collaboration issues, meeting SLAs and communicating clearly with the requester.
- Provide deskside and remote support. Support employees at every level, including executives, in person in the SF office and remotely for distributed teams.
- Manage endpoints. Provision, enroll, deploy, repair, and retire macOS and peripherals through MDM (e.g., Jamf, Intune), including onboarding and offboarding hardware. Experience with VDI’s a plus.
- Support identity and access. Handle routine Okta and Google Workspace tasks: MFA and FastPass enrollment, lockouts, group and application access, and shared drive permissions, following least-privilege and approval requirements.
- Support collaboration tools. Troubleshoot Google Workspace, Slack, and Zoom for end users, including account, calendar, sharing, and meeting issues, and escalate platform-level problems with clear detail.
- Run office technology. Maintain conference room AV (Zoom Rooms and similar), first-line Wi-Fi and wired network troubleshooting, and coordinate with other IT engineers on escalations.
- Track assets. Keep hardware inventory accurate across the lifecycle, from procurement and deployment to return and disposal.
- Improve the system. Write knowledge-base articles, spot recurring ticket patterns, and automate repetitive work with scripts or workflows. Propose root-cause fixes, not workarounds.
What you bring
- 2-4 years of hands-on IT support experience in a corporate or SaaS environment.
- Working proficiency in macOS and Windows troubleshooting, including imaging or enrollment, disk encryption, and common application issues.
- Experience with an MDM platform (Jamf, Intune, or similar).
- Familiarity with Okta and Google Workspace administration at the support level.
- Working knowledge of Slack and Zoom administration or end-user support.
- Networking fundamentals: TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
- Clear written and verbal communication. You can explain technical issues to non-technical colleagues calmly and without jargon.
- Good judgment on security: you verify identity before granting access and know when to escalate.
- Ability to work onsite in San Francisco three days per week and lift up to 50 lbs for equipment handling.
Bonus points
- Experience with ITIL practices, Jira Service Management, or SLA-driven support queues.
- Scripting in Bash, Python, or PowerShell, or low-code automation (Zapier, Okta Workflows).
- Certifications such as Apple Certified Support Professional, Jamf 100/200, CompTIA A+ or Network+.
- Demonstrated curiosity and willingness to experiment with AI tools to augment technical problem-solving and streamline IT support workflows.
Socure is an equal opportunity employer that values diversity in all its forms within our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
If you need an accommodation during any stage of the application or hiring process—including interview or onboarding support—please reach out to your Socure recruiting partner directly.
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