{"id":3298534,"url":"https://alion.io/job/fireworks-ai-it-support-engineer-2","title":"IT Support Engineer","company":{"id":18243,"name":"Fireworks AI","domain":"fireworks.ai","url":"https://alion.io/company/fireworks","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":85,"open_postings":15,"ghost_share":0,"stale_share":0.6,"repost_share":0,"time_to_fill_p50_days":59,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":110000,"max":150000,"currency":"USD","period":"year","gross":null,"usd_annual":150000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Confluence","optional":false},{"name":"Google Workspace","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Okta","optional":false},{"name":"SentinelOne","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"Slack","optional":false},{"name":"Windows","optional":false},{"name":"Zscaler","optional":false},{"name":"Bash","optional":true},{"name":"Fireworks AI","optional":true},{"name":"Hyper-V","optional":true},{"name":"Linux","optional":true},{"name":"Multimodal AI","optional":true},{"name":"Power BI","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"PyTorch","optional":true},{"name":"VMWare","optional":true},{"name":"Windows Server","optional":true}],"status":"live","first_seen_at":"2026-10-26T21:35:16Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-03T09:46:19Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"About Us:\nFireworks is the platform for specialized intelligence, enabling companies to build, train, and serve AI models tailored to their own data, workflows, and products. Founded by the team behind PyTorch and backed by AMD, Atreides, Benchmark Capital, Index Ventures, Lightspeed, NVIDIA, Sequoia Capital, and TCV, Fireworks powers production AI with hundreds of state-of-the-art open models across text, image, embedding, audio, and multimodal workloads. Today, Fireworks is a Series D company valued at $17.5 billion, bringing together an ambitious, collaborative team that's building the future of enterprise AI.\nAbout the Role\nWe are hiring an IT Support Engineer to own the employee technology experience end to end - from day-one device readiness through the full asset lifecycle. This is a hands-on, high-ownership role for someone who is equally comfortable resolving a Tier 3 macOS escalation, standing up device management infrastructure from scratch, and turning repetitive support work into documented, self-service processes.\nYou will be the technical escalation point for our Windows and macOS fleet, administer our identity and endpoint management platforms, and partner with security to keep the fleet patched and compliant. You will also mentor junior support staff and set the standard for white-glove service across the company.\nKey Responsibilities\nEndpoint & Device Management\nBe the front line supporting MDM platforms across the fleet in collaboration with our Technical Engineer - Supporting Windows & macOS - including enrollment, configuration profiles, group policies, and software distribution.\n\nServe as the Tier 1/2 escalation point for macOS and Windows device management issues, including configuration drift, update failures, and security policy conflicts.\n\nWork with Technical Engineers to standardized OS images and deployment workflows on a quarterly cadence.\n\nMonitor endpoint performance and digital employee experience to identify emerging issues before they scale, and drive proactive remediation across the fleet.\n\nExecute workstation imaging, setup, and deployment for new hires and internal transfers, scaling to 100+ builds per month during peak hiring.\n\nIdentity & Access Management\nTier 1 /2 - provisioning, deprovisioning, group management, and application access requests.\n\nTier 1 /2 supporting authentication methods including FIDO2 security keys, passkeys, and biometric authentication.\n\nTroubleshoot via remote sessions with Slack Huddle, Zoom, or Google Meet.\n\nSecurity & Compliance\nPartner with the IT Engineering team on patch management, vulnerability remediation, and endpoint compliance using tools such as BigFix, SentinelOne, or Automox.\n\nExposure in supporting security-driven remediation tickets within SLA and maintaining fleet compliance against internal and regulatory standards.\n\nService Delivery & Support\nOwn a high-volume ticket queue in ServiceNow or Jira, consistently meeting or beating SLA targets while maintaining high customer satisfaction.\n\nProvide in-person and remote support to a globally distributed workforce across North America and EMEA time zones.\n\nTroubleshoot Microsoft 365 and Google Workspace issues including sync failures, authentication errors, mail flow, and collaboration tooling (Teams, Zoom, SharePoint).\n\nSupport conferencing and telephony systems for internal and executive-level meetings.\n\nAsset Lifecycle & Vendor Management\nProvide asset management support to help track and manage our computer hardware and software.\n\nAsset shipping and recovery for our new joiners and leavers.\n\nEnablement\nLead new-hire IT onboarding sessions covering workstation setup, security protocols, and support procedures.\n\nAuthor and maintain runbooks and self-service documentation in Confluence or SharePoint to reduce repeat ticket volume.\n\nRequired Qualifications\n5+ years of progressive experience in IT support, end user services, or systems administration.\n\nStrong hands-on expertise troubleshooting both Windows and macOS in an enterprise environment.\n\nProduction experience administering at least one major MDM platform (JAMF Pro, Microsoft Intune, Addigy, or equivalent), including building configuration profiles and policies from scratch.\n\nWorking knowledge of identity platforms - Okta, Active Directory, or Entra ID - including SSO and MFA administration.\n\nExperience with endpoint security and patch management tooling (BigFix, SentinelOne, Automox, Zscaler, or similar).\n\nProficiency with an ITSM platform (ServiceNow, Jira Service Management) and a track record of meeting SLA commitments at volume.\n\nStrong administration skills in Microsoft 365 and/or Google Workspace.\n\nDemonstrated ability to operate with minimal process and high ambiguity, and to build structure where none exists.\n\nExcellent written and verbal communication, with a white-glove approach to customer service across all levels of the organization.\n\nPreferred Qualifications\nJAMF Certified Tech (JAMF 200) or higher; Microsoft, Okta, or CompTIA certifications.\n\nLinux fundamentals and experience administering virtual machines (VMware vSphere, Hyper-V).\n\nExperience supporting file share, print, or application servers on Windows Server.\n\nScripting for automation (PowerShell, Bash, or Python).\n\nReporting and dashboarding experience with Power BI or equivalent.\n\nExperience supporting users across multiple international regions.\n\nSuccess in the First 6 Months\nFully ramped on the fleet and operating independently as the Tier 3 escalation point for Windows and macOS.\n\nMeasurable reduction in average time-to-resolution and repeat ticket volume through documentation and automation.\n\nOnboarding and imaging workflows standardized, documented, and consistently delivering day-one readiness.\n\nEndpoint compliance sustained at or above target across the fleet.\n\nPhysical & Work Requirements\nAbility to lift and move IT equipment up to 40 lbs.\n\nOnsite presence required for imaging, deployments, hardware repair, and in-person support.\n\nOccasional after-hours or weekend work for maintenance windows, migrations, and escalations.\n\nWhy Fireworks?\nSolve Hard Problems: Tackle challenges at the forefront of AI infrastructure, from low-latency inference to scalable model serving.\n\nBuild What’s Next: Work with bleeding-edge technology that impacts how businesses and developers harness AI globally.\n\nOwnership & Impact: Join a fast-growing, passionate team where your work directly shapes the future of AI-no bureaucracy, just results.\n\nLearn from the Best: Collaborate with world-class engineers and AI researchers who thrive on curiosity and innovation.\n\nFireworks AI is an equal-opportunity employer. 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