{"id":1263212,"url":"https://alion.io/job/twelve-labs-it-support-engineer","title":"IT Support Engineer","company":{"id":4015,"name":"Twelve Labs","domain":"twelvelabs.io","url":"https://alion.io/company/twelvelabs","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":118000,"max":140000,"currency":"USD","period":"year","gross":null,"usd_annual":140000},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"GDPR","optional":false},{"name":"GitHub","optional":false},{"name":"Go","optional":false},{"name":"Google Workspace","optional":false},{"name":"IAM","optional":false},{"name":"ISO 27001","optional":false},{"name":"Least Privilege","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"NIST 800-171","optional":false},{"name":"Okta","optional":false},{"name":"PCI DSS","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"SOC 2","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Azure","optional":true},{"name":"Cloudflare","optional":true},{"name":"Crowdstrike","optional":true},{"name":"Databricks","optional":true},{"name":"Edge AI","optional":true},{"name":"Falcon","optional":true},{"name":"GCP","optional":true},{"name":"LLM","optional":true},{"name":"Multimodal AI","optional":true},{"name":"Snowflake","optional":true},{"name":"Zero Trust","optional":true},{"name":"Zscaler","optional":true}],"status":"live","first_seen_at":"2026-09-25T17:50:27Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-30T19:51:00Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Who we are\nVideo is 90% of the world's data. Most of it is invisible to machines.\nTwelveLabs builds the intelligence layer to change that. Our multimodal AI models understand video the way humans do - across sight, sound, and motion - and power production-scale AI workloads across media, entertainment, sports, security, and government.\nWe have raised more than $210 million from NEA, Radical Ventures, Amazon, NVIDIA, Snowflake, Databricks, Index Ventures, NAVER Ventures, Korea Investment Partners, Quadrille Capital, Red Bull Ventures, and AI pioneers including Fei-Fei Li, Silvio Savarese, and Alexandr Wang.\nWe are a global company, headquartered in San Francisco with offices in Seoul, New York, and London, and employees around the world. We believe the differences in our cultural, educational, and life experiences make our products stronger. Building technology that understands the world in all its complexity requires people who see it from every angle. We are looking for individuals who are driven by hard problems and want their work to matter. Come build it with us!\nAbout the Role\nTwelveLabs is looking for an IT Support Engineer to help build, operate, and scale the internal technology systems that keep our global workforce productive and secure.\nThis is a hands-on role spanning employee support, identity and access management, endpoint management, SaaS administration, automation, office technology, and IT operations. You’ll be a primary point of contact when something isn’t working, but just as importantly, you’ll help eliminate recurring IT problems through better systems, automation, and tooling.\nYou’ll own and improve critical employee lifecycle workflows such as onboarding, access provisioning, device deployment, role changes, and offboarding. You’ll also work closely with Security, People, Legal & Compliance, Finance, and Engineering teams to support access, endpoints, and the growing ecosystem of SaaS and AI tools used across the company.\nOur environment is global and highly distributed, with headquarters in San Francisco and Seoul, branch offices across the US and EU, and remote employees around the world. We operate with a modern, cloud-first technology stack and expect our IT systems to be automated, secure, compliant with global regulations, and easy for employees to use.\nWe’re looking for someone who enjoys solving difficult technical problems, learns unfamiliar systems quickly, looks for opportunities to automate repetitive work, and believes great internal technology should mostly stay out of the user’s way.\nCandidates must be able to travel up to 10% of the time annually to attend conferences, off-site meetings, and other business-related events as required by the role. This role may require participation in on-site interviews and/or completion of in-person onboarding processes.\nIn this role, you will\nServe as a primary point of contact for employee technology issues across hardware, operating systems, identity, networking, SaaS applications, and corporate infrastructure.\n\nDiagnose and resolve issues across our primarily macOS device fleet, with additional support for Windows endpoints and other devices as-needed.\n\nAdminister core IT platforms including identity providers, productivity suites, MDM, endpoint security tooling, networking, and enterprise SaaS applications.\n\nOwn and improve onboarding, offboarding, role changes, device provisioning, and application access workflows.\n\nBuild and manage secure, high-performing Wi-Fi and IT access systems for our San Francisco & Seoul offices and future office locations\n\nBuild automation for provisioning, deprovisioning, access management, inventory, and other high-volume IT processes.\n\nUse scripting, APIs, and automation platforms such as Python, Bash, and Okta Workflows to eliminate repetitive tasks.\n\nManage identity and access across platforms such as Okta, Google Workspace, GitHub, AWS, and enterprise SaaS applications.\n\nSupport office moves and reconfigurations, including coordinating logistics and ensuring minimal disruption to employees.\n\nSupport endpoint configuration, compliance, patching, and lifecycle management through modern MDM platforms.\n\nHelp evaluate, deploy, govern, and troubleshoot the AI development and productivity tools used across the company.\n\nSupport compliance on-going security and compliance audits; and maintain required technical IT controls and evidence across frameworks such as SOC 2, CMMC/NIST 800-171, GDPR, and ISO 27001.\n\nPartner with Security, People Operations, and Legal & Compliance on access governance, endpoint security, IT controls, and other compliance initiatives.\n\nIdentify recurring support patterns and address them through automation, better tooling, documentation, or systemic fixes.\n\nSupport office technology and networking, including conference rooms, AV systems, wireless networks, switches, and related infrastructure.\n\nManage global IT asset lifecycle processes including procurement, inventory, deployment, recovery, and replacement.\n\nWrite and maintain internal IT documentation, runbooks, troubleshooting guides, and knowledge base content.\n\nDrive technical escalations that require coordination across internal teams or vendors.\n\nParticipate in an on-call or escalation rotation as needed for business-critical issues outside normal US business hours.\n\nYou may be a good fit if you have\n4+ years of experience in IT engineering, systems administration, corporate IT, endpoint engineering, or technical support.\n\nExperience in a startup, high-growth technology company, or similarly fast-moving environment, supporting a distributed workforce across multiple countries and/or time zones.\n\nStrong, methodical troubleshooting skills across endpoints, applications, identity systems, and networks.\n\nSignificant hands-on experience supporting macOS, along with working knowledge of Windows.\n\nExperience administering modern identity platforms such as Okta, Google Workspace, or Microsoft Entra ID.\n\nHands-on experience with device management configuration profiles, tooling, and MDM platforms such as Kandji, Jamf, or Microsoft Intune.\n\nExperience implementing modern IAM protocols and industry standards such as SSO, SAML/OIDC/OAuth 2.0, least-privilege principles, and common access control models such as RBAC and ABAC.\n\nSolid networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, VPN/ZTNA, routing, and switching.\n\nExperience using Python, Bash, PowerShell, Go, APIs, or workflow automation to streamline operational tasks.\n\nHands-on experience building and maintaining the technical compliance controls behind frameworks such as SOC 2, ISO 27001, NIST 800-171/CMMC, PCI DSS, or GDPR\n\nStrong communication skills and the ability to work effectively with users across a range of technical backgrounds.\n\nA strong sense of urgency, ownership, and discipline to solve root causes rather than repeatedly treating symptoms.\n\nAn automation-first mindset and the ability to manage multiple competing workstreams and priorities.\n\nPreferred Qualifications\nHave hands-on experience with modern zero-trust, device trust, conditional access, or EDR security tooling such as CrowdStrike Falcon.\n\nHave experience with modern zero-trust and secure access platforms such as Cloudflare Zero Trust, Zscaler, or similar.\n\nHave experience supporting cloud infrastructure and managing identity and access management (IAM) across platforms such as AWS, GCP, or Azure.\n\nHave supported engineering-heavy organizations using developer tooling, cloud infrastructure, and AI-assisted development platforms.\n\nHave experience deploying or governing enterprise AI tools, LLM platforms, or AI coding assistants.\n\nHave built integrations between HRIS, identity providers, MDM, ticketing systems, and SaaS applications.\n\nHave contributed to major IT initiatives such as identity migrations, MDM deployments, SaaS rollouts, office build outs, or office network redesigns.\n\nHold relevant IT, networking, or system administrator certifications (e.g. CompTIA A+/Network+, Google Workspace Administrator, Okta Certified Administrator, Apple certifications)\n\nBenefits and Perks\nAn open and inclusive culture and work environment\nWork closely with a collaborative, mission-driven team on cutting-edge AI technology\nFull health, dental, and vision benefits\nExtremely flexible PTO and parental leave policy. Office closed the week of Christmas and New Years\nMonthly wellness stipend\nAnnual Learning & Development stipend to invest in your growth\nGlobal offices in San Francisco and Seoul, and coworking office memberships for remote team members\nVISA support where applicable\nTransportation stipend (SF onsite only)\nDaily lunch & dinner provided (SF onsite only)","description_format":"text","description_chars":8724,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Computer Vision","Multimodal AI","Foundation Models","AI Search"],"lifecycle":[{"event":"open","at":"2026-09-25T21:24:59Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":62,"reasons":["conf:4","velocity","win:early"],"computed_at":"2026-09-30T05:45:00Z"},"pay":{"stated_usd_annual":140000,"is_top_pay":true},"html_url":"https://alion.io/job/twelve-labs-it-support-engineer","json_url":"https://alion.io/job/twelve-labs-it-support-engineer.json","meta":{"generated_at":"2026-10-01T01:40:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1131,"day_limit":5000,"remaining_today":3869,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}