Experienced L1 Onsite Engineer

Ripple is looking for an experienced L1 Support/Onsite Engineer. That means you probably have 2-5 years of IT experience. You are definitely enthusiastic about both people and IT. Here’s the mission of the job, and what you can expect.

Note:

While Ripple is typically a flexible workplace, this position is an onsite, daily office role located in Midtown/Buckhead in Atlanta.

To make Ripple clients feel human, especially when they are having an IT problem. To solve problems - and prevent future ones - using smart thinking. To become a better person in the process, and help us become better people for knowing you.

Best is Best
We find the best ways to do things, and often it means learning something new and changing our ways. This is the surest path to customer success, and for personal and professional growth.

Empathy and Kindness
Empathy is the gateway to helping, kindness the tool.
We first need to understand how someone is feeling, then use kindness and thoughtful communication to show our respect.

Ask Why, Not How aka Effectiveness >
Efficiency.
We need to understand what we are trying to accomplish before we can craft the best solutions.

Team Performance, Family Feel.
Only a team of high performers is worth being on, and for as long as someone chooses to kick ass at Ripple, they should feel like Ripple is their second family.

• Strong communication skills: Ability to communicate empathetically, logically, and clearly in a variety of situations. Must remain calm under pressure, graceful under fire, and consistently bring a positive and professional attitude.
• Excellent troubleshooting skills: Natural ability to diagnose and resolve technical issues across a range of devices including Macs, PCs, and smartphones.
• Technical Aptitude: Demonstrated ability to swiftly master our current technology stack and seamlessly incorporate emerging tools—proactively leveraging innovation to optimize client efficiency, security, and satisfaction, while driving measurable improvements across all engagements.
• Problem‑solving skills: Ability to find answers and solutions efficiently and effectively.
• Growth‑minded: Unquenchable desire for personal and professional growth and development. Willingness to learn new skills and adapt to new technologies.
• Strong work ethic: A “roll up your sleeves and let’s get to it” mentality. Willing to take initiative and follow through on tasks.
• Technical proficiency: Proficiency with both Mac and PC systems. Experience with software installs, upgrades, and setups for various devices.
• Documentation skills: Ability to create and utilize documentation for processes and troubleshooting.
• Customer‑oriented: Friendly, helpful demeanor with excellent interpersonal skills. Ability to explain technical concepts in a non‑technical manner and build positive relationships with customers and coworkers.
• High emotional intelligence (EQ): Capable of understanding and managing your own emotions and recognizing the emotions of clients to enhance the overall partnership and improve the customer experience.
• Team‑oriented mindset: Strong belief in the value of teamwork and the importance of winning as a team. Collaborative approach to problem‑solving and achieving goals.
• Reliable transportation and good driving record: Necessary for traveling to client sites in Atlanta.

• Deliver high‑quality technical support to end users onsite, as the primary embedded Rippler at certain clients.
• Collaborate closely with your teammates, prioritizing open communication and a shared commitment to collective success in line with our #One Team culture.
• Take full ownership of your assigned tasks, actively seeking to understand and resolve issues, celebrating wins, and learning from challenges.
• Participate in the employee lifecycle process, assisting with onboarding and offboarding technical needs as required.
• Remain vigilant for gaps or inefficiencies in current processes, proactively bringing thoughtful solutions and suggestions to the team.
• Rotate into the on‑call support schedule once every six weeks, providing after‑hours support coverage from 5:30pm–8:30pm…