Supervisor

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure. 

What You’ll Do

We are seeking a values-driven leader to supervise our overnight team of IT Engineers who provide 24/7 Global IT support to SimpliSafe’s staff. The ideal candidate will have a strong technical background, excellent leadership skills, and a proactive approach to problem-solving.

Guided by the objectives and long-term strategy of the company and IT Leadership, this position supports the organization to ensure that the company has the proper operational controls, administrative and reporting procedures, and processes in place to effectively serve and communicate with SimpliSafe’s customer base during the alarm moment. The ideal candidate will have a strong technical background, excellent leadership skills, and a proactive approach to problem-solving.

Primary responsibilities include:

• Assist with all IT-related concerns to support the continued success of a rapid-growth office
• Triage, assess, remediate, or escalate tickets in a timely manner to minimize downtime and disruptions to the business
• Deliver utmost customer service while responding to and resolving technical issues for internal employees
• Utilize excellent communication skills to partner with stakeholders, and collaborate with our IT and Network teams
• Build strong working relationships through communication with team members
• Conduct regular 1:1 coaching sessions with team members, and provide constructive feedback and coaching to engage and develop team members.
• Participate in regularly scheduled meetings with the leadership team to stay abreast of business needs and changes
• Take ownership and deliver on minor projects
• Ability to work: Friday-Monday (9 pm - 7 am) overnight schedule onsite at our Monitoring Center location.
• Additionally, this shift offers a shift differential salary modification

What You’ll Bring

• At least 5 years of IT experience with 2+ years of people management experience
• Experience working in a high-uptime environment, preferably with a 24/7 Monitoring team 
• The ability to use judgment and decision-making skills to evaluate situations, establish priorities, and resolve matters
• Ability to engender respect and trust from staff and external LOB Partners
• A collaborative, no-ego approach and being willing to pitch in, whether it is snaking cables through walls, fixing keyboards, or challenging technical projects
• Proven track record managing end-user support for rapidly growing companies 
• Enjoy building new processes and improving existing ones 
• Strong communicator, both verbally and in writing 

Specifically, our ideal candidate will have some experience and

• Experience working in a high-uptime environment, preferably 24/7 Monitoring team perf
• Must have:  Google Workspace, Okta or Jira, Windows platform experience
• Nice to have:
• Navigating G Suite and other SaaS administration
• Working with 3rd-party vendors/services/carriers
• Supporting macOS a plus
• Knowledge of MDM tools like Jamf 
• Managing a change management program 
• Configuring and using SAML authentication

What Values You’ll Share

• Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
• Aim High - Always challenging ourselves and others to raise the bar.
• No Ego - Maintaining a “no job too small” attitude, and an open, inclusive, and humble style.
• One Team - Taking a highly collaborative approach to achieving success.
• Lift As We Climb - Investing in developing others and helping others around us succeed.
• Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact [email protected].