Senior Support Engineer, Snoo Operations & Support

Reddit is a community of communities. It’s built on shared interests, passion, and trust, and is home to the most open and authentic conversations on the internet. Every day, Reddit users submit, vote, and comment on the topics they care most about. With 100,000+ active communities and approximately 130 million daily active unique visitors, Reddit is one of the internet’s largest sources of information. For more information, visit www.redditinc.com.

Our mission is to bring community and belonging to everyone in the world. Reddit is a community of communities where people can dive into anything through experiences built around their interests, hobbies, and passions. With more than 50 million people visiting 100,000+ communities daily, it is home to the most open and authentic conversations on the internet. From pets to parenting, skincare to stocks, there’s a community for everybody on Reddit. For more information, visit redditinc.com. 

The Reddit Corporate Technology team is looking for an extraordinary Senior Support Engineer, Snoo Operations & Support (SOS), to help drive and scale our support team. Supporting the Central and East regions of the United States and some European regions, this role is expected to be on-site at our New York office at least 4 days a week to support office helpdesk experience, frequent events, AV support and for special events as needed. Our team works cross-functionally with our partners in CorpEng Systems, CorpEng Infrastructure, Biz Apps Engineering, Security, and other teams to coordinate work, handle ticket escalations, and resolve issues. We on-board new employees, provision hardware, and provide hands-on or remote support for all Reddit employees worldwide.

You will be a hands-on technical leader, working with the team and assisting our customers via in-person walkup, support tickets, email, and chat. You will help lead day-to-day end user support end-users for the office while working closely with the greater team to: build and maintain support documentation and tools, coordinate schedules, administer queues, act as a final escalation for critical issues. You have an excellent background in Mac software, Jira Service Desk and hardware troubleshooting. You are passionate about providing the best customer service experience possible, mentoring others, and driving best practices within the team.  

What We Can Expect From You:

• You are seen as leader on the team who is hardworking, learns quickly, and thrives in a fast-paced environment
• You have 5+ years of experience in end-user support operations, including mentoring junior staff
• You have exceptional Mac troubleshooting skills
• You have a strong foundation in troubleshooting theories and component isolation methodology
• You are fantastic at providing technical support and love solving problems
• You are constantly learning and strive to maintain domain expertise in most CorpEng-supported systems
• You excel at identifying and resolving systemic issues within the team and across the organization
• You understand the importance of asset inventory and how to maintain an organized help desk 
• You are a good communicator with a personable demeanor and a positive attitude. You can read between the lines to understand business needs and prioritize your work accordingly.
• You evangelize standardization and understand that consistency and an adherence to methodologies are key to helping any organization scale
• You excel at documenting issues and providing updates to management, the team, and end users
• You are a team player with a solid commitment to customer service, enjoy technology, and have an aptitude for problem-solving.

Responsibilities:

• Troubleshoot hardware and applications and provide technical support and problem-solving.
• Provide timely resolution of problems and act as senior escalation point for team and customers to management
• Work cross-functionally and advocate for team across all functional groups and organization levels
• Support security standards (endpoint protection software, firewall, patching, multi-factor authentication, access)
• Maintain user accounts, passwords, data integrity, system access & security within policy
• Help manage relationships with local vendors, subcontractors and 3rd party providers 
• Assist with inventory management to support operations
• Independently drive multiple Snoo operations projects and deliverables for the team
• Participate in evaluating, recruiting, hiring, and mentoring team members
• Work with management to set team goals, lead staff to achieve results and be accountable for team performance

Qualifications:

• 5+ years experience in IT Operations or IT Support in a professional environment
• 3+ years of mentorship experience to junior team members
• Experience leading support ticket management and tracking
• Strong customer service, problem-solving and teamwork abilities
• Google Workspace for enterprise experience
• Knowledge of audio/video conferencing solutions and support
• Experience with Information Technology and Security best practices
• Excellent oral and written communication skills and customer service
• Experience communicating with vendors to manage expectations and relationships
• Ability to plan, drive, and support multiple, concurrent projects and initiatives
• Ability to participate in an on-call rotation that includes after hours and weekend support

Bonus Points:

• Experience supporting a company’s IT with little or no oversight
• Experience with Identity Providers/SAML (Okta, OneLogin, Sailpoint, etc.)
• Previous experience in a rapidly growing startup environment
• Experience managing vendor relationships
• Experience with audio engineering principles and support

Benefits:

• Comprehensive Healthcare Benefits and Income Replacement Programs
• 401k with Employer Match
• Global Benefit programs that fit your lifestyle, from workspace to professional development to caregiving support
• Family Planning Support
• Gender-Affirming Care
• Mental Health & Coaching Benefits
• Flexible Vacation & Paid Volunteer Time Off
• Generous Paid Parental Leave 

Pay Transparency:

This job posting may span more than one career level.

In addition to base salary, this job is eligible to receive equity in the form of restricted stock units, and depending on the position offered, it may also be eligible to receive a commission. Additionally, Reddit offers a wide range of benefits to U.S.-based employees, including medical, dental, and vision insurance, 401(k) program with employer match, generous time off for vacation, and parental leave. To learn more, please visit https://www.redditinc.com/careers/.

To provide greater transparency to candidates, we share base salary ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed below.

The base salary range for this position is:

$132,600—$185,600 USD

In select roles and locations, the interviews will be recorded, transcribed and summarized by artificial intelligence (AI). You will have the opportunity to opt out of recording, transcription and summarization prior to any scheduled interviews.

During the interview, we will collect the following categories of personal information: Identifiers, Professional and Employment-Related Information, Sensory Information (audio/video recording), and any other categories of personal information you choose to share with us. We will use this information to evaluate your application for employment or an independent contractor role, as applicable.  We will not sell your personal information or disclose it to any third party for their marketing purposes.  We will delete any recording of your interview promptly after making a hiring decision.  For more information about how we will handle your personal information, including our retention of it, please refer to our Candidate Privacy Policy for Potential Employees and Contractors.

Reddit is proud to be an equal opportunity employer, and is committed to building a workforce representative of the diverse communities we serve.  Reddit is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If, due to a disability, you need an accommodation during the interview process, please let your recruiter know.