IT Support Engineer

Scale is looking to grow our IT team! We are looking for someone who is excited by the opportunity to be part of a fast-paced environment that pushes you to learn while doing. This role needs to be great with people and strongly focused on learning and executing. Ideally you have been the sole IT person at a startup before and are excited to be an early member of the team here at Scale. You focus on patterns and don't like doing the same thing twice. Your goal in this position is making people happy while creating simple and repeatable solutions for all!

You will:

Onboarding

• Own the end-to-end new hire experience: coordinate with People Ops ahead of start dates, provision laptops and peripherals, and ensure every new hire is productive on day one.
• Create accounts and assign role-based access across our identity and SaaS stack (Okta, Google Workspace, Slack, Jira/Confluence, Zoom, Microsoft Entra ID/M365).
• Enroll and configure devices (Mac and Windows) in MDM with required security baselines before handoff.
• Lead new hire IT orientations, covering security expectations, core tools, and how to get help.

Offboarding

• Execute timely, security-critical offboarding: suspend accounts, revoke access and sessions, and reclaim licenses on the employee's last day.
• Recover, wipe, and re-inventory hardware; coordinate remote returns for distributed employees on the last day.
• Maintain auditable onboarding/offboarding checklists to support security and compliance reviews (e.g., SOC 2 access controls).

Ticket Queue & Support

• Own the day-to-day IT ticket queue in Jira Service Management: triage, prioritize, and resolve or dispatch every incoming request.
• Meet first-response and resolution SLAs; keep requesters informed and tickets updated until closure.
• Escalate appropriately with clear context and reproduction steps.
• Analyze ticket trends to find recurring issues, then eliminate them through documentation, self-service, or automation.
• Build and maintain knowledge base articles for both end users and the IT team.

General

• Provide help desk support to all Scale employees across hardware, software, AV, and access issues.
• Maintain and support office technology (printers, Zoom Rooms, room schedulers, and more).
• Own IT asset management with accurate, actionable records of all equipment through its lifecycle.
• Administer and integrate cloud services (Google Workspace, Microsoft Entra ID/M365, Slack, Okta, Jira, Confluence, Zoom, and more).
• Promote IT best practices and constantly ask: "How can I make things better?"
• Be in-office 100% of the time.

Ideally you'll have:

• 3+ years of corporate IT experience, including hands-on onboarding/offboarding ownership at scale.
• Deep understanding of computer fundamentals and troubleshooting: hardware and software (Mac, Windows) and cloud technologies (Google Workspace, Slack, Zoom, Okta, Microsoft Entra ID/M365).
• Experience running a ticket queue in Jira Service Management or a similar ITSM tool, with a track record of meeting SLAs.
• Familiarity with identity/access management (Okta SSO, SCIM provisioning) and MDM for Mac and Windows fleets.
• A positive attitude and excitement for building new processes and policies for a rapidly growing organization.
• Experience supporting remote teams and multiple global offices using tools like Slack and Zoom.
• A security- and compliance-focused mindset.

Our stack

Okta (identity/SSO), Google Workspace (Gmail, Calendar, Drive, Docs), Slack, Jira & Jira Service Management, Confluence, Zoom, Microsoft Entra ID/M365, Chrome, plus MDM for Mac and Windows fleets.

PLEASE NOTE: Our policy requires a 90-day waiting period before reconsidering candidates for the same role. This allows us to ensure a fair and thorough evaluation of all applicants.

About Us:

At Scale, our mission is to develop reliable AI systems for the world's most important decisions. Our products provide the high-quality data and full-stack technologies that power the world's leading models, and help enterprises and governments build, deploy, and oversee AI applications that deliver real impact. We work closely with industry leaders like Meta, Ernst & Young, Mayo Clinic, Time Inc., the Government of Qatar, and U.S. government agencies including the Army and Air Force. We are expanding our team to accelerate the development of AI applications.

We believe that everyone should be able to bring their whole selves to work, which is why we are proud to be an inclusive and equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability status, gender identity or Veteran status. 

We are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [email protected]. Please see the United States Department of Labor's Know Your Rights poster for additional information.

We comply with the United States Department of Labor's Pay Transparency provision. 

PLEASE NOTE: We collect, retain and use personal data for our professional business purposes, including notifying you of job opportunities that may be of interest and sharing with our affiliates. We limit the personal data we collect to that which we believe is appropriate and necessary to manage applicants’ needs, provide our services, and comply with applicable laws. Any information we collect in connection with your application will be treated in accordance with our internal policies and programs designed to protect personal data. Please see our privacy policy for additional information.