IT Support Specialist II

About the role

WP Engine empowers companies and agencies of all sizes to build, power, manage, and optimize their WordPress websites and applications with confidence. Serving 1.5 million customers across 150+ countries, the global technology company provides premium, enterprise-grade solutions, tools, and services, including specialized platforms for WordPress, industry-tailored eCommerce and agency solution suites, and developer-centric tools like Local, Advanced Custom Fields, and more. WP Engine’s innovative technology and industry-leading expertise are why 8% of the web visits a WP Engine-powered site daily.

As an IT Support Specialist II at WP Engine, you will be the backbone of our Austin office technical operations. WP Engine powers digital experiences for over 150,000 customers worldwide, and our employees rely on a fast, seamless, and efficient internal technology environment to deliver their best work. In this role, you will deliver exceptional hands-on customer support, managing day-to-day user systems, hardware provisioning, and core SaaS tools. If you thrive on solving technical challenges, love working with macOS and modern cloud technologies, and bring a customer-first attitude every single day, this is the role for you!

Responsibilities

• Provide high-touch, tier-2 in-office IT support for local Austin employees across hardware, operating systems, and core applications.
• Deliver global remote first-line support for our core infrastructure systems.
• Manage, configure, and troubleshoot MacBooks running macOS using Jamf for device management and endpoint security.
• Administer user access, onboarding/offboarding, and identity lifecycle within Google Workspace and Okta.
• Support productivity, ticketing, and collaboration platforms including Slack, Zoom, and the Atlassian suite (Jira, Confluence).
• Maintain accurate inventory records for hardware assets, peripherals, and software licenses.
• Diagnose and resolve technical tickets promptly, ensuring high user satisfaction and adherence to internal SLAs.
• Collaborate with global IT infrastructure and security teams to enforce IT policies and implement internal tool improvements.

Requirements

• Proven experience delivering elite, customer-inspired technical support with a strong empathetic approach.
• Deep hands-on experience troubleshooting MacBook hardware and macOS environments.
• Practical experience enrolling, deploying, and managing devices using Jamf.
• Hands-on experience administering Google Workspace, Okta, Atlassian (Jira/Confluence), Slack, and Zoom.
• Strong analytical and troubleshooting skills to resolve complex hardware, software, and network issues independently.

Benefits

• Company Stock Options (Every employee is an owner in the company)
• Great Health Benefits (Medical, Dental, Vision, Life Insurance)
• Fertility Benefits (IVF/Fertility drug coverage)
• HSA Company contribution $750 for employee / $1500 for family
• 401(k) with a 4% match
• Disability Insurance
• Paid Family and Caregiver’s Leave