Senior Support Engineer, Snoo Operations & Support

Reddit is a community of communities built on shared interests, passion, and trust. It is home to the most open and authentic conversations on the internet, with 100,000+ active communities and approximately 130 million daily active unique visitors. Our mission is to bring community and belonging to everyone in the world.

About the role

The Reddit Corporate Technology team is looking for an extraordinary Senior Support Engineer, Snoo Operations & Support (SSO), to help drive and scale our support team. This role supports the Central and East regions of the United States and some European regions, and is expected to be on-site at our New York office at least 4 days a week. Responsibilities include office helpdesk support, frequent events, AV support, and special events as needed. You will work cross-functionally with partners in CorpEng Systems, CorpEng Infrastructure, Biz Apps Engineering, Security, and other teams to coordinate work, handle ticket escalations, and resolve issues. The role involves onboarding new employees, provisioning hardware, and providing hands-on or remote support for all Reddit employees worldwide.

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 levels.
• Support security standards (endpoint protection software, firewall, patching, multi-factor authentication, access).
• Maintain user accounts, passwords, data integrity, system access & security within policy.
• Help manage relationships with local vendors, subcontractors, and 3rd party providers.
• Assist with inventory management to support operations.
• Independently drive multiple Snoo operations projects and deliverables for the team.
• Participate in evaluating, recruiting, hiring, and mentoring team members.
• Work with management to set team goals, lead staff to achieve results, and be accountable for team performance.

Requirements

• 5+ years experience in IT Operations or IT Support in a professional environment.
• 3+ years of mentorship experience to junior team members.
• Experience leading support ticket management and tracking.
• Strong customer service, problem-solving, and teamwork abilities.
• Google Workspace for enterprise experience.
• Knowledge of audio/video conferencing solutions and support.
• Experience with Information Technology and Security best practices.
• Excellent oral and written communication skills and customer service.
• Experience communicating with vendors to manage expectations and relationships.
• Ability to plan, drive, and support multiple, concurrent projects and initiatives.
• Ability to participate in an on-call rotation that includes after hours and weekend support.

Skills

• 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 striving to maintain domain expertise in most CorpEng-supported systems.
• Excellent at identifying and resolving systemic issues within the team and across the organization.
• Understanding of asset inventory and how to maintain an organized help desk.
• Good communicator with a personable demeanor and a positive attitude.
• Evangelize standardization and understand that consistency and adherence to methodologies are key to helping any organization scale.
• Excellent at documenting issues and providing updates to management, the team, and end users.
• Team player with a solid commitment to customer service, enjoys technology, and has an aptitude for problem-solving.

Bonus Points

• Experience supporting a company's IT with little or no oversight.
• Experience with Identity Providers/SAML (Okta, OneLogin, Sailpoint, etc.).
• Previous experience in a rapidly growing startup environment.
• Experience managing vendor relationships.
• Experience with audio engineering principles and support.

Benefits

• Comprehensive Healthcare Benefits and Income Replacement Programs.
• 401k with Employer Match.
• Global Benefit programs that fit your lifestyle, from workspace to professional development to caregiving support.
• Family Planning Support.
• Gender-Affirming Care.
• Mental Health & Coaching Benefits.
• Flexible Vacation & Paid Volunteer Time Off.
• Generous Paid Parental Leave.

Pay

The base salary range for this position is $132,600—$185,600 USD.

Schedule

This role is expected to be on-site at our New York office at least 4 days a week and includes participation in an on-call rotation that covers after hours and weekend support.