{"id":2136791,"url":"https://alion.io/job/gondola-bio-it-support-engineer-tier-2-3","title":"IT Support Engineer (Tier 2-3)","company":{"id":3792613,"name":"GondolaBio","domain":"gondolabio.com","url":"https://alion.io/company/gondolabio","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":55,"max":null,"currency":"USD","period":"hour","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Okta","optional":false},{"name":"SentinelOne","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false},{"name":"Zscaler","optional":false},{"name":"DHCP","optional":true},{"name":"DNS","optional":true},{"name":"HIPAA","optional":true},{"name":"ITSM","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"SharePoint","optional":true},{"name":"VPN","optional":true}],"status":"live","first_seen_at":"2026-10-08T22:27:53Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-27T18:24:38Z","board_verified":true,"closed_at":null,"days_open":18,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":18},"description":"Description\nLocation - Remote U.S.\nAbout GondolaBio\nGondolaBio is a clinical-stage biopharmaceutical company focused on developing breakthrough therapeutics for genetic diseases. GondolaBio is an independent sister company to BridgeBio, originally carved out in 2024 after securing $300M in private financing from external investors. GondolaBio aims to leverage cutting-edge biological research to discover, create, test, and deliver transformative medicines to treat patients who suffer from genetic diseases.\nPosition Overview:\nGondolaBio is looking for a Tier 2-3 IT Support Engineer to join our growing IT team. This role is the primary escalation point for complex end-user and systems issues - you'll resolve Tier 1 through Tier 3 IT issues, keep our core platforms running smoothly day to day, and build the documentation and process that make future tickets faster to close. You'll work closely with the Manager of IT, picking up meaningful exposure to identity, endpoint, and security tooling along the way.\nWhat You'll Do:\nTier 2-3 Support & Escalations\nServe as the primary POC for incoming break fix and request tickets.\nDiagnose and resolve complex technical issues spanning Windows and macOS endpoints, network connectivity, and core business applications\nOwn tickets end-to-end in ServiceNow, meeting SLA targets and keeping status communication clear for the requester\nCommunicate clearly and patiently with non-technical end users, translating technical root causes into plain language\nDocument recurring issues, build runbooks, and maintain the internal IT knowledge base so common issues can be resolved faster.\nIdentify patterns across tickets and flag recurring or systemic issues to the Manager of IT for longer-term fixes\n Identity & Endpoint Support\nSupport day-to-day Okta administration - user access, group membership, and basic troubleshooting of authentication issues\nSupport Microsoft Intune for endpoint configuration, compliance checks, and device troubleshooting on Windows and macOS\nUpdate and maintain app packages in Intune, including packaging, version updates, and deployment troubleshooting\nAssist with Microsoft 365 and Microsoft Entra ID (Azure AD) user lifecycle tasks - provisioning, licensing, access changes, and troubleshooting\nAdminister day-to-day Zoom support, including Zoom Phone, Rooms, and related integrations\n Security Support (Secondary Focus)\nProvide frontline support for Zscaler (secure web gateway) and SentinelOne connectivity/agent issues\nAssist with SentinelOne endpoint alerts - initial triage and escalation to the Manager of IT for anything requiring deeper investigation\nFollow established security procedures and flag anomalies or potential incidents promptly\nRequirements\nPreferred Experience:\nRelevant certifications: CompTIA A+/Network+/Security+, Microsoft MD-102 (Endpoint Administrator), Okta Certified Professional, or Zoom certifications\nExperience supporting a biotech, pharma, or other regulated/compliance-conscious environment (SOX, HIPAA, GxP, etc.)\nExposure to scripting or automation for repetitive support tasks (PowerShell, Python, or Graph API basics)\nExperience with SharePoint and Egnyte administration or troubleshooting\nPrior experience working in a small/lean IT team where you wear multiple hats\nFamiliarity with basic networking concepts (DNS, DHCP, VPN, firewall rules) beyond endpoint-level troubleshooting\nExperience contributing to or maintaining a ServiceNow knowledge base or similar ITSM documentation\nA track record of picking up new tools quickly - since this role touches 7+ platforms, adaptability matters more than deep tenure in any one\nComfortable with leveraging AI tools to research and complete assigned tasks.\nThe Hourly Pay Rate: $55 hour. The actual compensation offered will be determined based on a number of job-related factors, including experience, skills, qualifications, and location.\nGondolaBio ServiceCo is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Employees of BridgeBio and all affiliated companies should work through their managers to inquire about and learn more about this role.","description_format":"text","description_chars":4277,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-09T02:02:55Z"}],"visa":[],"liveness":{"score":53,"band":"ok","label":"Likely open","p_open":1,"p_active":0.711,"p_room":0.75,"age_days":18,"expected_fill_days":19,"reasons":["conf:3","win:late"],"computed_at":"2026-10-27T05:46:45Z"},"pay":{"stated_usd_annual":110000,"is_top_pay":true},"html_url":"https://alion.io/job/gondola-bio-it-support-engineer-tier-2-3","json_url":"https://alion.io/job/gondola-bio-it-support-engineer-tier-2-3.json","meta":{"generated_at":"2026-10-27T18:59:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9424,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3792613},"rest":"https://alion.io/mcp/rest/get_company?id=3792613"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgondola-bio-it-support-engineer-tier-2-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgondola-bio-it-support-engineer-tier-2-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgondola-bio-it-support-engineer-tier-2-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/gondola-bio-it-support-engineer-tier-2-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgondola-bio-it-support-engineer-tier-2-3"}]}