Senior IT Support Engineer

Position Summary

We're looking for a Senior IT Support Engineer to be the face of IT for our growing team in Cambridge and the senior owner of the end-user technology domain. Reporting to the Head of IT & Infrastructure, you will own the day-to-day end-user experience—device lifecycle, identity and access, conference room and A/V, and Tier 1/2 support across Linux, macOS, and Windows—while also owning the larger cross-functional projects that shape how the whole company works: onboarding at scale, workplace technology buildouts, service-desk maturity, and the tooling and automation behind them.

As the senior individual contributor for end-user IT, you are the escalation endpoint and subject‑matter expert in this domain. You operate independently, set the standard for quality, and raise the bar for everyone who touches end-user technology—including the external contractors you direct and the cross‑functional partners you work alongside. This is a hands‑on role for someone who takes ownership of the entire user experience, treats support quality as a product, and connects that work back to Walden Robotics' broader mission.

• Complex Project Ownership (Cross‑Functional):
  Own complex, cross‑functional projects end‑to‑end: scope, plan, execute, and land initiatives such as onboarding‑at‑scale, conference room and lab buildouts, ITSM/CMDB rollouts, and identity and MDM migrations. Partner across People/HR, Facilities, Security, and Engineering to deliver technology projects that span more than one team, owning the outcome rather than just the IT slice. Build and maintain the end‑user IT roadmap in partnership with the Head of IT;
  
  sequence work against business priorities and communicate trade‑offs clearly.
• Subject‑Matter Expertise & Escalation Endpoint:
  Serve as the subject‑matter expert and escalation endpoint for end‑user technology across Linux, macOS, Windows, iOS, and Android—the person Tier 1/2 issues resolve to, not away from. Own the hardest device, identity, access, connectivity, and A/V problems; drive root‑cause analysis and permanent fixes rather than repeat workarounds. Communicate clearly across the org—from non‑technical new hires to senior engineering staff—translating technical decisions into plain language and setting expectations with confidence.
  
  Escalate genuine Tier 3+ / specialized engineering work to the Head of IT or engineering teams when scope or risk warrants, with a clear hand‑off and recommendation.
• User Lifecycle:
  Own the end‑to‑end onboarding experience: ensure new hires have provisioned devices, accounts, and access on day 1, and a smooth first‑week ramp—then improve the system so it scales as headcount grows. Procure, image, and ship hardware on a timeline that beats start dates—not on them. Execute and validate offboardings: account deprovisioning, device recovery, secure wipe, and access removal across all systems.
  
  Own the lifecycle process itself; identify gaps, automate where possible, document the new state, and hold the quality bar over time.
• End‑User Support & Service Management:
  Serve as the primary point of contact for user issues, and own the health of the overall support function. Own Tier 1/2 support for device, account, access, productivity, connectivity, and conference room issues. Own ticket SLAs, queue health, and reporting; surface patterns, quantify impact, and drive fixes upstream. Build and maintain user‑facing documentation, runbooks, and knowledge base articles, and set the standard others follow.
  
  Lead user enablement: new tool rollouts, training sessions, and self‑service guidance.
• Workplace Technology & A/V:
  Own the health, support, and improvement of conference room and meeting room technology (Google Meet today,…