Senior IT Support Engineer

This is a hybrid role. At Bluevine, we pride ourselves on our collaborative culture, which we believe is best maintained through in-person interactions and a vibrant office environment. All of our offices have reopened in accordance with local guidelines, and are following a hybrid model. In-office days will be determined by location and discipline.

ABOUT THE ROLE:

We are seeking a Senior IT Support Engineer (P3) to join our global IT team. In this high-impact role, you will serve as a key technical anchor for both local and global offices while collaborating closely with a talented worldwide team that is constantly pushing the envelope with exciting technologies and open to fresh ideas.

As a Senior IT Support Engineer, you will go beyond standard day-to-day user support. While ensuring both local and global employees across all offices receive prompt, high-touch assistance for hardware and software issues, you will primarily drive advanced L2/L3 technical escalations, manage device management platforms (MDM), lead strategic infrastructure projects, and automate operational workflows. You will play a crucial role in maintaining high security standards, mentoring junior team members, and ensuring our technological infrastructure seamlessly scales with our business growth.

To ensure success, you should bring deep enterprise IT experience, advanced system administration skills, and strong project management capabilities. Excellent troubleshooting abilities and high-level interpersonal communication are essential, as you will build strong relationships across our global business units while optimizing IT processes for scale.

WHAT YOU'LL DO:

• Own and resolve complex L2/L3 escalations across macOS, Windows, network, and SaaS environments.
• Administer and optimize management platforms, including Google Workspace,Okta, Jira Jamf Pro, and Microsoft Intune.
• Lead local and global IT projects, such as site infrastructure upgrades, security baseline rollouts, zero-touch deployment workflows, and office expansions.
• Partner closely with the Information Security team to enforce endpoint compliance, patch management, identity security, and audit readiness across all devices.
• Design, build, and maintain automation scripts (Bash, PowerShell, or Python) to streamline repetitive onboarding, offboarding, and IT operations tasks.
• Oversee local AV and video conferencing systems (Zoom Rooms, Dialpad), enterprise networking hardware (Cisco Meraki or similar), and office vendor relationships.
• Author and maintain high-quality internal documentation, standard operating procedures (SOPs), and end-user knowledge base articles.
• Mentor and provide guidance to junior IT support team members.

WHAT WE LOOK FOR:

• 5+ years of experience in enterprise IT support or system administration, ideally within a high-growth tech startup or global product company.
• Advanced Administration of macOS and Windows: Deep hands-on experience with system troubleshooting, kernel/system extensions, OS deployments, and security configurations.
• Hands-on MDM Expertise: Proven experience configuring and maintaining Jamf Pro and Microsoft Intune in an enterprise environment.
• Identity & Access Management: Deep familiarity with IAM platforms such as Okta, Azure AD/Entra ID, or Google Workspace.
• SaaS & Service Desk Operations: Strong experience managing Jira Service Management (or similar ITSM platforms) with a solid understanding of SLA management and ITIL practices.
• Network & AV Fundamentals: Solid understanding of enterprise networking (TCP/IP, DNS, DHCP, VPNs, VLANs, Meraki equipment) and workplace AV systems (Zoom, Dialpad).
• Security-First Mindset: Experience implementing endpoint encryption (FileVault, BitLocker), SOC2 compliance standards, and endpoint detection and response (EDR) tools.
• Strong communication and stakeholder management skills: ability to explain complex technical concepts clearly to non-technical employees and executives alike.

Bonus points if you also have:

• Experience writing scripts to automate admin workflows and API integrations.
• Experience collaborating with distributed teams across multiple time zones.
• Relevant industry certifications (e.g., Jira Certified, Jamf Certified Admin, Okta Certified Administrator).