Senior Support Engineer

The Impact You Will Have

As a Principal Support Engineer, you have a deep understanding of the entire IT landscape, not just individual devices. You act as a critical player in maintaining the company's IT infrastructure and security. You are not just fixing a single user's issue; you are diagnosing complex system-wide problems and architecting solutions that prevent future issues. A principal support engineer mentors junior team members, develops best practices for the department, and serves as a key contributor to the overall IT strategy.

You are a proactive force for security and stability, anticipating potential threats and fortifying the company's systems before a breach can even occur.

• You will manage the full lifecycle of employee IT support, from onboarding to offboarding, for a global company. This includes handling IT equipment logistics, user access management, and ensuring data integrity.
• You’ll serve as a senior point of contact for daily IT incidents and service requests, resolving issues, and identifying long‑term solutions. Your role involves providing on‑site and remote support, including potential travel to different office locations to assist with expansions or cover absences.
• A key part of your work will be creating and maintaining comprehensive documentation to empower users and streamline internal processes. You’ll also manage relationships with IT vendors and drive continuous improvement by analyzing support data to enhance tooling and policies. Finally, you’ll oversee physical security systems, such as access control and security cameras.

• 10+ years of progressively responsible experience in a technical support or engineering role. This is a senior position influencing global strategy; it requires a deep, proven track record in global, fast‑moving organizations.
• Proven ability to handle complex, high‑profile, and critical customer issues. This includes managing and driving a resolution for technical problems that have been escalated through multiple tiers of support.
• Demonstrated experience in a leadership or mentorship capacity. This is crucial. The Principal Engineer isn't just an individual contributor; they are a  knowledge multiplier  who trains and elevates the skills of others on the team.
• Experience in a  problem prevention  and  root cause analysis  role. A Principal Engineer doesn’t just fix problems; they identify and address the underlying issues to prevent them from recurring. This includes analyzing trends, identifying system bottlenecks, and proposing long‑term solutions.
• Experience in creating and implementing support processes and best practices. This includes developing internal documentation, standard operating procedures, and knowledge base articles that improve team efficiency and customer outcomes.
• Demonstrated success in leading and driving continuous improvement efforts. This could be a project to automate a repetitive task, improve incident response time, or streamline a troubleshooting process.

• Deep Subject Matter Expertise (SME):
  Possesses an expert‑level understanding of end‑user infrastructure and corporate domain architecture.
• Advanced Troubleshooting and Debugging:
  Ability to navigate complex systems, analyze logs and traces, develop ad‑hoc reporting.
• System‑Level Thinking: deep architectural views of how different systems and components interact to provide a service to our internal customers. This is about seeing the  big picture  of the IT infrastructure, not just a single endpoint.
• Automation and Scripting: familiar with at least one scripting language (e.g., Python, Power Shell) to automate tasks, create diagnostic tools, and improve operational efficiency.
• Cloud and Infrastructure Knowledge: A strong understanding of cloud platforms (AWS, Azure, GCP), virtualization, networking, and security concepts.
• Familiarity with evaluation and support of AI tools for Helpdesk and Customer workflows.
• Data Analysis: passion for analyzing available data and system metrics (e.g., using tools like Datadog, Splunk) to identify trends, pain points, and areas for improvement.