Senior IT Engineer

At Walden Robotics, we envision a world where general-purpose robots dramatically improve the quality of life for all people—supporting us at home, at work, in factories, on farms, and beyond. To accomplish this, we are building a team of exceptional professionals who combine world-class technical skills with creative vision, grounded in humility and collaboration.

We're hiring a Senior IT Engineer to own the systems that run Walden's corporate IT: identity, endpoints, the infrastructure underneath them, and the helpdesk as a service. You report to a hands-on Head of IT & Infrastructure. You are one of three IT employees, alongside a Corporate Security Engineer, with contractor partners who handle Tier 1 support, field work and specialist projects.

This is an engineering and ownership role first. Contracted Tier 1 technicians work the queue using playbooks and escalation paths you design. You handle the escalations that need an engineer and fix root causes so they don't come back. Most of your time goes into building and running platforms. You'll move our fleet from Jump Cloud to Fleet, run Okta and access reviews, keep our virtualization and storage healthy, and turn new-hire setup and new-site stand-up into repeatable kits.

You'll succeed if engineers building robots never think about IT, auditors can see our controls working, and each new hire, device or site takes less hands-on effort than the last. You'll be the visible face of IT in Cambridge.

1. Identity and access. Run Okta and Google Workspace as production platforms.

• Administer SSO and SCIM, and automate joiner-mover-leaver so access follows HR data, not tickets.
• Run periodic access reviews and produce the evidence our SOC 2 controls rely on, with the Corporate Security Engineer.
• Own onboarding and offboarding end to end. Every hire is ready on day one, and every leaver loses access on schedule.

2. Endpoint platform. Own device management for our macOS, Linux and Windows fleet, plus mobile.

• Lead the migration from Jump Cloud to Fleet. Then own MDM policy, zero-touch provisioning, patching and compliance reporting.
• Make sure every device is enrolled, encrypted and running Crowd Strike before it reaches a user.
• Drive down the hands-on technician time it takes to deploy a machine, and measure it.

3. Infrastructure operations. Run the on-prem infrastructure day to day.

• Operate our Proxmox virtualization and Ceph storage.
• Operate the Cisco Meraki switching and wireless estate and 802.1X network access, and direct field technicians for hands-on work, partnering with the Head of IT on network design and the Corporate Security Engineer on firewall policy.
• Write the runbooks and monitoring that let someone else operate a system at 4 a.m. Nothing you build is done until it's documented, monitored and has a named owner.
• Partner with our resilience engineer so the systems you run have tested backups and recovery targets.

4. Helpdesk as a service. Own support as a product. Enable Tier 1 to deliver it.

• Set the service levels, escalation paths and quality bar in Jira Service Management, and hold our Tier 1 partner to them.
• Write the playbooks that let a new Tier 1 technician be productive in their first week.
• Handle escalations that need an engineer, and fix the cause rather than the symptom. Personal queue work is expected to stay under about 20% of your week.
• Report on queue health, ticket trends and user satisfaction, and fix the top drivers upstream.
• Plan the user side of platform changes: rollout communications, short training, and self-service guides so changes don't become tickets.

5. Systems of record and SaaS. Keep the data IT runs on accurate.

• Own the CMDB and asset lifecycle: procurement, inventory, refresh and secure…