Senior IT Support Engineer

About Subsplash

Subsplash is an exciting award-winning team of 280+ mission-driven people who are committed to our core values of humility, innovation, and excellence. Founded in 2005, we’ve remained family owned and operated while pioneering the market with the first ever church mobile app. Since then, we’ve been working together to build The Ultimate Engagement Platform™ for churches, Christian ministries, non-profits, and businesses around the world. We find excitement in serving our 14,000+ clients, creating impactful products, and delighting the millions of people who use our platform every day. Subsplash has won awards for best mobile experience, been voted top 100 Washington's Best Workplaces by the Puget Sound Business Journal, created some of the most downloaded apps of all time, and built enterprise software for world-class brands like XBOX, Microsoft, Samsung, Expedia, and Cisco; yet, at the end of the day, we love making a lasting impact and a difference in our world.

Working at Subsplash is more than just a job; we are a team of people who are courageous, inventive, and passionate about doing meaningful work every day. Don’t take our word for it—head to Glassdoor and see for yourself!

About the Team

The IT Team at Subsplash is the foundation that maintains all the activities and services that are required to support business functions as well as ensuring proper security across all IT systems. We are passionately focused on delivering delightful support to our internal customers. We achieve this by providing robust day-to-day technical support that empowers our fellow Subsplash employees to perform their best work most often. Beyond daily technical support, our team handles crucial functions such as access management, user provisioning and deprovisioning, new hardware and software setup, and diligently works to keep our dues and subscription spend under budget. The secret to this team's success lies in being exceptionally thorough and organized, while maintaining a high level of energy and enthusiasm.

About the Role

The Senior IT Support Engineer, reporting to the Sr. Director of Risk, Compliance & IT, serves as a critical point of contact for advanced IT-related inquiries and escalated issues within the organization. This role focuses on providing timely and effective support, expertly triaging incoming issues, and proactively developing a comprehensive knowledge base of IT practices, procedures, and solutions to significantly enhance problem-solving efficiency across the team. The Senior IT Support Engineer plays a key role in ensuring the IT team consistently meets or exceeds defined service level objectives (SLOs). This role embodies the qualities and values of the IT team at Subsplash and serves as a model for the team.

Essential Functions of This Role

Tier 1-3 Support & Escalation Management:

• Serve as the primary escalation point for complex or recurring IT issues, providing up to Tier 3 troubleshooting and resolution.
• Triage all IT related questions as they arise, ensuring efficient routing and timely resolution.
• Provide on-call support for immediate software and hardware issues during local business hours.
• Provide technical support over the phone, web, Slack, and other tools.
• Account management for password resets, lockout, provisioning and deprovisioning of accounts.
• Diagnose computer errors and provide technical support.
• Use specialized help desk support software to take control of end-users' computers to troubleshoot, diagnose and resolve complex issues.
• Set up and configure new laptops.

IT Operations & Project Leadership:

• Lead or participate in IT projects, such as Okta integrations, new software implementations, and migrations.
• Evaluate and recommend new technologies and tools to improve IT support capabilities.
• Oversee the ordering process for new hardware, ensuring adherence to budget, procurement policies.

Salary

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Location Type

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Employment Type

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