Tier 2 IT Support Engineer

About TensorWave

Our mission is simple: deliver seamless, secure, reliable, and resilient AI compute at scale. We've built a versatile cloud platform that eliminates infrastructure barriers, empowering builders to focus on innovation instead of fighting their stack. Because breakthrough AI should move at the speed of ideas, not infrastructure.

About the Role

We’re looking for a Tier 2 IT Support Engineer to join our team during an exciting phase of growth. In this role, you’ll be responsible for resolving escalated technical issues and administering the systems, devices, and applications that keep our employees productive and secure, working closely with cross-functional partners to support business objectives while upholding our standards for excellence, collaboration, and impact. You’ll report to the Head of IT and serve as the escalation point for employee technology support across our offices, data center sites, and remote teams.

What You’ll Do

• Serve as the escalation point for Tier 1 and employee support requests, owning complex hardware, software, access, and network issues through resolution

• Administer Google Workspace and Microsoft 365, including user lifecycle, licensing, groups, shared drives, and security settings

• Manage the macOS and Windows device fleet through MDM, including enrollment, configuration profiles, OS and application patching, and compliance enforcement

• Own onboarding and offboarding workflows in partnership with People Operations, including Rippling provisioning, account setup, and hardware deployment and recovery

• Administer identity and access across our SaaS stack, including SSO, MFA, role-based access, and periodic access reviews

• Support security and compliance programs by maintaining audit evidence, enforcing IT policies, and remediating findings

• Troubleshoot network, Wi-Fi, conferencing, and peripheral issues for employees in our offices, at data center sites, and working remotely

• Manage the IT ticket queue against response and resolution targets, and communicate service incidents and required updates clearly to the company

• Automate repetitive tasks with scripting (Bash, Python, PowerShell, or Google Apps Script) to reduce manual work and improve consistency

• Maintain IT asset inventory and software licenses, and manage vendor relationships, procurement requests, and support cases

• Create and maintain runbooks, knowledge base articles, and system documentation in Confluence

Who You Are

Required Qualifications

• 3+ years of experience in IT support or systems administration, including escalation level (Tier 2) support

• Hands-on administration experience with Google Workspace, Microsoft 365, or both

• Experience managing macOS devices with an MDM platform such as Jamf, Kandji/Iru, Intune, or Rippling

• Working knowledge of identity and access management, including SSO, SAML, MFA, and SCIM provisioning

• Solid networking fundamentals, including DNS, DHCP, VPN, Wi-Fi, and firewalls

1. Strong troubleshooting and communication skills, with the ability to explain technical issues clearly to non-technical users

2. Ability to manage priorities effectively and operate with autonomy in a fast-paced, evolving environment

Preferred Qualifications

• Experience in a high-growth technology company, cloud provider, or data center environment

• Demonstrated success automating IT workflows with scripting or no-code tools

• Familiarity with Rippling, Slack administration, and Atlassian tools (Jira Service Management, Confluence)

• Experience supporting security compliance frameworks such as ISO 27001 or SOC 2

• Relevant certifications, such as CompTIA A+, Network+, Security+, Apple Certified Support Professional, or Google Workspace Administrator

What We Offer

• Stock Options

• 100% paid Medical, Dental, and Vision insurance for Employees

• Company Health Savings Account Contributions

• 100% paid Short Term and Long Term Disability Insurance for Employees

• Life and Voluntary Supplemental Insurance Options

• Other Insurance Options, such as Pet & Legal Insurance

• Various Supplementary Health Benefits, such as discounted Virtual Healthcare Appointments and Serious Illness Support

• Flexible Spending Account

• 401(k)

• Employee Assistance Program

• Flexible PTO

• Paid Holidays

• Parental Leave

• Other In-Office Perks

Equal Employment Opportunity

TensorWave is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of any protected status under applicable law.

Reasonable Accommodations

TensorWave provides reasonable accommodations in accordance with applicable laws. If you require accommodation during the hiring process, please contact [email protected].

Employment Eligibility

All offers of employment are contingent upon verification of identity and authorization to work in the United States, as required by law.

Background Checks

Where permitted by law, employment may be contingent upon the successful completion of a job-related background check.

Data Privacy Notice

By submitting an application, you acknowledge that TensorWave may collect, use, and retain your personal information for recruiting and employment-related purposes in accordance with applicable data privacy laws.