Senior IT Support Engineer

1

Password is growing. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing.

At 1

Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign‑in is secure, and every device is trusted. We innovated the market‑leading enterprise password manager and pioneered Unified Access Management, a new cybersecurity category built for the way people and AI agents work today.

As one of the most loved brands in cybersecurity, we take a human‑centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1

Password to help their teams securely adopt the SaaS and AI tools they need to do their best work.

If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast‑paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future.

The IT Support team helps employees get the technology they need to do their best work. As a Sr. IT Support Engineer, you’ll combine hands‑on troubleshooting with artificial intelligence (AI), automation, and better support workflows to resolve complex issues and improve the employee technology experience. Your work will help make support faster, more reliable, and easier to use while reducing recurring problems across the organization.

Reporting to the Team Lead, IT Support, this role is based in the United States and works with teams across multiple time zones.

Our Engineering, Product, and Design teams are thoughtfully integrating AI across the full software and product development lifecycle to move faster without sacrificing quality or security. In practice, that looks like engineers using AI‑assisted coding tools to accelerate reviews and catch bugs earlier, product managers synthesizing user research at scale, and designers rapidly prototyping and iterating with AI‑generated mockups. We approach AI the same way we approach security: with clear principles, human accountability at every consequential decision point, and rigorous evaluation before anything ships to customers.

This is a remote opportunity within the US.

• Bring 5+ years of experience in internal information technology (IT) support, workplace technology, IT operations, or a related field.
• Troubleshoot complex issues across identity and access, devices, software, software as a service (SaaS), and workplace applications.
• Use ticketing systems, knowledge bases, service catalogs, and support workflows to manage and improve employee support.
• Build or improve workflow automations using tools such as Console, Workato, Tines, or similar platforms.
• Apply AI tools to investigate issues, create knowledge, improve support, or automate routine work while recognizing when human review is needed.
• Use support metrics such as resolution quality, time to resolution, repeat demand, self‑service completion, and employee feedback to evaluate improvements.
• Communicate technical issues clearly, collaborate effectively across teams, and provide thoughtful support during sensitive or ambiguous situations.

• Experience with basic scripting, application programming interfaces (APIs), or technical integrations.
• Experience with identity and access management, endpoint management, or service‑management administration.
• Experience supporting distributed teams across multiple time zones.

• Own complex, ambiguous, or sensitive employee technology issues through resolution, coordinating with Identity, Endpoint, Security, Infrastructure, and Enterprise Systems teams when needed.
• Participate in a regular support queue rotation while maintaining dedicated time for service improvements.
• Build and maintain…