Executive IT Support Engineer- Senior

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values - honesty, integrity, loyalty and service - define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

We are seeking two dedicated Infrastructure Engineer Seniors for one of the most visible and strategically important technology environments at USAA. On the Executive Technology Support team, you'll engineer, operate, and continuously improve the systems, endpoints, mobility, identity, conferencing, and AV infrastructure that USAA's executives depend on every day - including the Chairman, CEO, executive officers, and their support staff.

This is a hands-on infrastructure engineering role with an executive-facing service edge. You'll design and automate the executive computing environment, resolve the hardest end-to-end incidents across endpoint, network, identity, and collaboration platforms, and drive engineering fixes back into the underlying systems so problems don't repeat. You'll build the standards, playbooks, telemetry, and infrastructure-as-code that turn white-glove support from heroics into a repeatable, engineered service - and you'll be the trusted technology partner senior leaders count on during high-visibility business moments, meetings, travel, and leadership transitions.

If you want your infrastructure engineering work to be directly felt at the very top of the enterprise every single day, this is your opportunity.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio; TX. Relocation assistance is not available for this position.

What you'll do:

• Independently designs scalable IT system infrastructure, provides oversight and priority for system change - reserves execution for complex implementations, and automates service delivery and maintenance tasks; provides direction and priority for monitoring and tooling activities.
• Independently resolves highly complex technology production issues and leads troubleshooting of end-to-end solutions that span across multiple systems.
• Leads analysis of end-to-end system failures to identify opportunities across multiple systems. Makes recommendations to business leaders on best solutions.
• Independently experiments with new patterns and technologies.
• Helps establish and improve engineering best practices, concepts, and patterns with peers and the business.
• Understands the customer and proactively identifies innovative solutions and ideas for the product/business.
• Mentors' engineers, coach engineers on design, development, and maintenance of systems.
• Develop software defined infrastructure in code in CI/CD Pipelines.
• Ensures risks associated with business activities are effectively identified, measured.

What You Have:

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• 6 years of infrastructure experience demonstrating depth of technical understanding within a specific discipline(s)/technology(s) - to include 2 years' experience in a Systems Operations or end-user computing environment supporting complex deployment and infrastructure management activities, or applicable IT experience such as IT Management, Software Development, Data Engineering, or Agile Product/Release Management.
• 4 years of experience creating, modifying, and maintaining infrastructure and individual system components across endpoint, mobility, identity/access, conferencing/AV, or collaboration platforms.
• Advanced troubleshooting depth across end-to-end technology stacks - including endpoint (Windows and/or macOS), mobility (iOS/Android/MDM), identity and access (SSO, MFA, conditional access), enterprise networking and remote access, and collaboration tools (Microsoft 365, Teams, Zoom).
• Experience providing executive-level support for mobile devices, including iOS/iPadOS, Android, Microsoft Intune (or equivalent MDM), mobile email, and collaboration platforms.
• Demonstrated experience working with cloud technologies and tools.
• Experience automating service delivery and maintenance through scripting and/or infrastructure-as-code (PowerShell, Bash, Python, Terraform, Ansible, or equivalent).
• Experience owning complex, cross-team escalations end-to-end and driving root-cause remediation back into the underlying platforms.
• Advanced level of business acumen in the areas of business operations, risk management, industry practices, and emerging trends.
• Demonstrated ability to operate with professionalism, discretion, confidentiality, and sound judgment in high-visibility and time-sensitive situations.
• Strong oral and written communication skills, including the ability to explain complex technical topics clearly to non-technical and executive audiences.

What Sets You Apart:

• Experience supporting senior leaders, executives, boards, or other high-touch customer groups in a large enterprise, financial services, or similarly regulated environment.
• Engineering depth in at least two of: macOS management (Jamf or equivalent), Windows endpoint management (Intune, SCCM), iOS/Android MDM, identity and access engineering, enterprise networking and remote access, or executive conference room and AV design (Zoom Rooms, Microsoft Teams Rooms, Crestron / Poly / Cisco).
• Experience engineering, instrumenting, and continuously improving executive computing environments - including telemetry and digital experience monitoring (e.g., Nexthink, ControlUp, Splunk, or similar) and using that telemetry to drive proactive fixes.
• Experience embedding automation and infrastructure-as-code into a support / end-user computing function to eliminate manual toil.
• Experience applying AI-assisted support, agentic tooling, or generative AI responsibly inside an enterprise support context.
• Experience managing complex escalations that require coordination across endpoint, identity, networking, collaboration, security, and vendor teams.
• Experience partnering with Cybersecurity on executive threat protection, endpoint hardening, and privileged access patterns.
• Experience partnering with Executive Protection, Corporate Communications, Executive Administration, Facilities, and Physical Security to deliver an integrated executive experience.
• Experience building or improving support procedures, playbooks, readiness checks, or operational standards; and mentoring peers or serving as an escalation point for junior engineers.
• Experience designing and running 24x7 on-call, follow-the-executive, and travel-support coverage models.
• Relevant certifications, including:
• CompTIA A+
• Apple Device Support (ACSP - Apple Certified Support Professional)
• InfoComm CTS (Certified Technology Specialist)
• ITIL v4 Foundation, Microsoft 365 Certified: Endpoint Administrator, or equivalent (a plus

Compensation range: The salary range for this position is: $114,080- $218,030.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.