{"id":1464508,"url":"https://alion.io/job/mytra-senior-it-support","title":"Senior IT Support","company":{"id":176857,"name":"Mytra","domain":"mytra.ai","url":"https://alion.io/company/mytra","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"A","score":91,"open_postings":32,"ghost_share":0.063,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":124,"computed_at":"2026-10-06T05:45:30Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brisbane, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":80000,"max_usd":164000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":315},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Google Workspace","optional":false},{"name":"Linear","optional":false},{"name":"Notion","optional":false},{"name":"Slack","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Smartsheet","optional":false},{"name":"Windows","optional":false},{"name":"Zapier","optional":false}],"status":"live","first_seen_at":"2026-09-29T01:59:35Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-06T20:33:33Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":7},"description":"About Mytra:\nWe’re creating an entirely new way to solve the most ubiquitous problem in industry - moving and storing material. We’re applying robotics and distributed software to create a new class of product for this $1T market. We’re focused on the supply chain industry first. The industry is in a massive bind with the continued growth of e-commerce, sharp rise in costs, and supply chain disruptions. What has been a “sleepy” industry for decades is now at the epicenter of sustaining the global economy.\nAbout the role\nAs an Senior IT Support at Mytra, you will join our Corporate IT team during a period of rapid scaling. Our team is currently focused on formalizing IT support and governance across a growing company and application landscape, and we need a proactive, service-minded specialist to help us deliver a fast, reliable end-user experience while becoming the company's trusted knowledge expert across our core business applications.\nWhat you’ll do:\nOwn the end-user support queue end to end (triage, prioritization, resolution, and escalation) and serve as the senior escalation point for complex, high-impact issues.\nEstablish and maintain support standards, SLAs, ticket hygiene, and metrics (volume, resolution time, recurring categories, CSAT), and use them to drive real improvements.\nManage device lifecycle support, including provisioning, imaging, MDM enrollment, and decommissioning, and lead the IT side of employee onboarding and offboarding.\nServe as the company's knowledge expert across our core stack (Rippling, Google Workspace, Slack, Notion, Linear, Smartsheet, Ramp, Verkada, Zapier), providing deep support, configuration guidance, and best-practice coaching.\nBuild and maintain a living knowledge base of runbooks and how-to guides that turn repeat problems into self-service, and mentor junior support staff to raise the bar on service quality.\nIdeal Candidate:\nHave proven experience with macOS and Windows endpoint support, SaaS administration, and identity/MDM platforms (Rippling, Jamf, Intune, or Kandji), with 5+ years in IT support and at least 2 in a senior, lead, or escalation-point role.\nHave hands-on knowledge of core business applications and the ability to learn new tools deeply and quickly enough to become the person others rely on.\nDemonstrate a genuine service mindset (patient, responsive, and clear with non-technical colleagues) paired with the judgment to challenge thoughtfully and communicate with clarity and respect.\nExcellent written communication, with a track record of turning messy problems into documentation that prevents the next ticket.\nProven ownership of a support queue or function, including SLA and metrics management.\nNice to have:\nExperience administering IT governance, access reviews, or structured intake/procurement processes.\nFamiliarity with automation and integration tooling (e.g., Zapier) and light scripting.\nBackground supporting a fast-growing company or a hardware/robotics environment.\nA Final Note:\nIf this role excites you, we encourage you to apply - even if you don’t check every box. At Mytra, we build bots, but we hire humans. We value thoughtful challengers who communicate with clarity and respect, and we’re lifelong learners committed to getting better every day. We move fast, learn faster, and show up for each other under pressure. The best outcomes come from diverse perspectives working together to build something meaningful and built to last\nBenefits Include:\nCompetitive compensation and equity grants at a high-growth company backed by top-tier VCs\nFully subsidized health coverage, including medical (baseline plans), dental, and vision for employees and dependents\n401(k) plans and employer-subsidized life insurance\nFully subsidized lunch and snacks at HQ-we eat and share stories together at the “long” table\nGenerous PTO and company-paid holidays, including one week over the winter break so everyone can recharge together\nVoluntary pet insurance, Voluntary Life Insurance, Accident, Critical Illness, and Hospital Indemnity\nFully subsidized tax advisory services and education to help you understand your equity\nCommuter benefits, including a up to $150 monthly commuter benefit\nLively, modern combined office and lab space where we rapidly iterate through design, build, and test phases\nFully equipped onsite gym and showers at headquarters\nPay Notice\nCompensation for this position will be set based on the candidate's experience level and location. The posted salary band is applicable only to the San Francisco Bay Area and is subject to change.\nThis role requires on-site presence at our Brisbane, CA headquarters, for close collaboration with the other teams.","description_format":"text","description_chars":4691,"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":["Equity","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Logistics & Warehouse Robotics"],"lifecycle":[{"event":"open","at":"2026-09-29T14:17:02Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 3 · green card filings: 3","filings_12m":3,"filings_prev_12m":7,"green_card_filings_12m":3,"median_offered_wage_usd":167500,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":7,"expected_fill_days":124,"reasons":["conf:1","win:early"],"computed_at":"2026-10-06T05:45:30Z"},"pay":null,"html_url":"https://alion.io/job/mytra-senior-it-support","json_url":"https://alion.io/job/mytra-senior-it-support.json","meta":{"generated_at":"2026-10-06T23:04:55Z","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","counted_by":"address","units_charged":1,"used_today":4069,"day_limit":5000,"remaining_today":931,"minute_limit":60,"resets_at":"2026-10-07T00:00:00Z"}},"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":176857},"rest":"https://alion.io/mcp/rest/get_company?id=176857"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmytra-senior-it-support"},{"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%2Fmytra-senior-it-support"},{"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%2Fmytra-senior-it-support"},{"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/mytra-senior-it-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmytra-senior-it-support"}]}