Senior IT Support Engineer, Snoo Operations & Support (SOS) at Reddit

Chicago, Illinois, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, InternetIndustries

Requirements

Seen as a leader on the team who is hardworking, learns quickly, and thrives in a fast-paced environment
3+ years of experience in end-user support operations, including mentoring junior staff
Exceptional Mac troubleshooting skills
Strong foundation in troubleshooting theories and component isolation methodology
Fantastic at providing technical support and love solving problems
Constantly learning and strive to maintain domain expertise in most CorpEng-supported systems
Excel at identifying and resolving systemic issues within the team and across the organization
Understand the importance of asset inventory and how to maintain an organized help desk
Good communicator with a personable demeanor and a positive attitude; can read between the lines to understand business needs and prioritize work accordingly
Evangelize standardization and understand that consistency and adherence to methodologies are key to helping any organization scale
Excel at documenting issues and providing updates to management, the team, and end users
Team player with a solid commitment to customer service, enjoy technology, and have an aptitude for problem-solving
Excellent background in Mac software and hardware troubleshooting
Passionate about providing the best customer service experience possible, mentoring others, and driving best practices within the team
On-site at Chicago office at least 4 days a week to support office helpdesk, events, AV support, and special events

Responsibilities

Troubleshoot hardware and applications and provide technical support and problem-solving
Provide timely resolution of problems and act as senior escalation point for team and customers to management
Work cross-functionally and advocate for team across all functional groups and organization
Assist customers via in-person walkup, support tickets, email, and chat
Help lead day-to-day end user support for the office
Build and maintain support documentation and tools
Coordinate schedules and administer queues
Act as a final escalation for critical issues
On-board new employees and provision hardware
Provide hands-on or remote support for all Reddit employees worldwide

Skills

Key technologies and capabilities for this role

IT SupportHelpdeskAV SupportHardware ProvisioningTicket EscalationEnd User SupportOffice SupportSystems AdministrationInfrastructure Support

Questions & Answers

Common questions about this position

Is this role remote or does it require office presence?

The role requires being on-site at the Chicago office at least 4 days a week to support office helpdesk, events, AV support, and special events.

What skills and experience are required for this Senior IT Support Engineer role?

Candidates need 3+ years of experience in end-user support operations including mentoring junior staff, exceptional Mac troubleshooting skills, strong foundation in troubleshooting theories and component isolation methodology, and passion for technical support and problem-solving.

What is the salary or compensation for this position?

This information is not specified in the job description.

What is the team structure and work environment like?

The role is part of the Reddit Corporate Technology team, working cross-functionally with CorpEng Systems, Infrastructure, Biz Apps Engineering, Security, and others; it's a fast-paced environment where you'll act as a hands-on technical leader, mentor others, and provide support via walkups, tickets, email, and chat.

What makes a strong candidate for this role?

Strong candidates are leaders who are hardworking, learn quickly, thrive in fast-paced environments, have Mac expertise, mentor junior staff, and excel at customer service, problem-solving, and maintaining domain expertise.

Online platform for community discussions and content

About Reddit

Reddit is an online platform that allows users to post, vote, and comment on content within various communities based on shared interests. Users can engage in discussions on a wide range of topics, from news and sports to entertainment and hobbies. The platform features a unique voting system where content can receive upvotes or downvotes, helping the most popular posts gain visibility. Reddit generates revenue primarily through advertising, premium memberships, and the sale of virtual goods like Reddit Coins. Unlike many other social media platforms, Reddit emphasizes community-driven content and discussions, creating a space for authentic interactions among users. The goal of Reddit is to foster engagement and connection among its diverse user base.

San Francisco, CaliforniaHeadquarters

2005Year Founded

$1,177.1MTotal Funding

IPOCompany Stage

Consumer Software, EntertainmentIndustries

1,001-5,000Employees

Benefits

Comprehensive health benefits

Flexible unlimited vacation days & monthly global wellness days

Family planning funds & 4+ months paid parental leave

Personal & professional development funds

Paid volunteer time off

Workspace & home office benefits

Risks

Reliance on advertising revenue faces competition from platforms like TikTok and Instagram.

AI tools like 'Reddit Answers' may raise privacy and data usage concerns.

NFT market expansion exposes Reddit to volatility and regulatory scrutiny.

Differentiation

Reddit's unique voting system promotes engaging and authentic content discovery.

The platform's diverse communities cater to a wide range of interests and discussions.

Reddit's AI-powered tools enhance user experience and content moderation.

Upsides

Reddit's confidential IPO plans signal potential growth and market expansion.

AI-driven content moderation can improve user safety and platform reliability.

Expansion into blockchain and NFTs opens new revenue streams and user engagement.

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