Support Engineer II

About the role

Warby Parker is on the lookout for a well-rounded Support Engineer to join our Technology Services team. Our team focuses on identifying the root causes of recurring operational challenges and building tools that empower users to self-solve. As our organization has grown, we've successfully reduced the volume of incoming support requests year over year. Now, we're seeking someone with the technical expertise to help us design smarter, more sustainable support systems.

Responsibilities

• Design and implement scalable solutions to improve our SaaS ecosystem, leveraging SaaSOps best practices
• Develop and refine automation for user lifecycle management, reducing manual toil
• Identify trends in recurring requests and engineer innovative tools and systems to reduce ticket volumes
• Collaborate with cross-functional teams to enhance internal tooling and deliver a best-in-class user experience
• Partner with the Security Operations team to improve our security posture through engineered solutions
• Engage with New Store Opening Team to ensure proper turn over of new retail store locations
• Ensure business continuity by implementing resilient network systems and addressing outages in retail locations
• Investigate and resolve complex infrastructure and networking issues, contributing to continuous improvement initiatives
• Translate complex systems into clear, user-friendly documentation and training materials
• Lead projects from research and testing through deployment, ensuring solutions align with organizational goals
• Participate in a seven-day, on-call rotation for after-hours support

Requirements

• 1+ years of experience in roles such as Technical Support Engineer, Desktop Support Engineer or similar, with a focus on scalable solutions and 1+ years in a customer-facing service role
• Proficient in Jamf Pro and G Suite administration, and experienced in managing Windows, Linux, macOS, and ChromeOS environments
• Familiarity with network protocols such as DNS, DHCP, VPN, and TCP/IP
• Skilled in diagnosing and addressing technical and networking issues using industry-standard methodologies
• General understanding of scripting languages like Bash, Python, or JavaScript, and familiarity with database languages
• A clear communicator who can simplify technical concepts for diverse audiences
• Resilient and resourceful, capable of learning from failure and iterating quickly

Qualifications

• Advanced knowledge of Windows management, including Active Directory (AD), MDM, and GPOs
• Certifications in Cisco, Jamf, G Suite, ITIL, or Microsoft technologies
• Comfortable working with PaaS providers and contributing to their optimization
• Experience with building monitoring and alerting systems or CI/CD pipelines

Skills

Sound like you? Read on!

Benefits

In compliance with local and state requirements, Warby Parker is committed to pay transparency. We offer a comprehensive compensation package that includes not only a competitive base salary/hourly rate but also variable compensation for eligible employees. For applicable postings, the range listed is a good faith estimate of the compensation for this position at the time of posting. Final compensation is thoughtfully determined by a variety of factors, including the candidate's qualifications, experience, internal equity, and relevant market data.

Some benefits of working at Warby Parker for full-time employees:

• Health, vision, and dental insurance
• Life and AD&D Insurance
• Paid sick leave
• 1 Paid Holidays
• 1 Vacation days per year
• Retirement savings plan (401(k))
• Parental leave (non-birthing parents included)
• Short-term disability
• Employee Stock Purchase Plan
• Employee Assistance Program (EAP)
• Bereavement Support
• Optical Education Reimbursement
• Free eyewear
• And more (just ask!)

Some benefits of working at Warby Parker for part-time employees:

• Employee Assistance Program (EAP)
• Employee Stock Purchase Plan
• Free eyewear
• Paid sick leave