Senior Support Engineer, Operations & Support

Position Overview

• Location Type: Onsite (with some Asia Pacific support)
• Job Type: Full-time
• Salary: Not specified

Reddit is a community of communities. It’s built on shared interests, passion, and trust and is home to the most open and authentic conversations on the internet. Every day, Reddit users submit, vote, and comment on the topics they care most about. With 100,000+ active communities and approximately 101M+ daily active unique visitors, Reddit is one of the internet’s largest sources of information. For more information, visit redditinc.com.

The Reddit Corporate Technology team is looking for an extraordinary Senior Support Engineer, Operations & Support (SOS), to help drive and scale our support team. Supporting the Central and West regions of the United States and some Asia Pacific regions, this role is expected to be on-site at our San Francisco office at least 4 days a week to support office helpdesk experience, frequent events, AV support and for special events as needed. Our team works cross-functionally with our partners in CorpEng Systems, CorpEng Infrastructure, Biz Apps Engineering, Security, and other teams to coordinate work, handle ticket escalations, and resolve issues. We on-board new employees, provision hardware, and provide hands-on or remote support for all Reddit employees worldwide. You will be a hands-on technical leader, working with the team and assisting our customers via in-person walkup, support tickets, email, and chat. You will support day-to-day end user support end-users for the office while working closely with the greater team to: build and maintain support documentation and tools, administer queues, act as a final escalation for critical issues. You have an excellent background in Mac software and hardware troubleshooting. You are passionate about providing the best customer service experience possible, mentoring others, and driving best practices within the team.

Requirements

• 6+ 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
• Excels 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

Responsibilities

• Supporting the Central and West regions of the United States and some Asia Pacific regions.
• Providing on-site support at the San Francisco office at least 4 days per week.
• Supporting office helpdesk experience, frequent events, AV support and for special events as needed.
• Working cross-functionally with partners in CorpEng Systems, CorpEng Infrastructure, Biz Apps Engineering, Security, and other teams.
• On-boarding new employees and provisioning hardware.
• Providing hands-on or remote support for all Reddit employees worldwide.
• Building and maintaining support documentation and tools.
• Administering queues.
• Acting as a final escalation for critical issues.
• Mentoring junior staff.

Application Instructions

• Please note: This role is based out of Reddit's office located in San Francisco.
• We will only consider candidates currently located in San Francisco, or currently within close commuting distance to the SF office.
• The role requires in-office work 4 days per week.

Company Information

• For more information, visit redditinc.com.