Senior IT Support Engineer

Altana is looking for an experienced and passionate Senior IT Support Engineer to join our rapidly growing IT department. This is a role for someone who loves being the person others turn to when things break, and who wants a real hand in shaping how a fast-scaling, AI-forward company runs. 

You will be the escalation point for our frontline service desk, the engineer who owns the hardest problems, and a key voice in the technology decisions that shape how the entire company works. You’ll partner closely with our security team on incidents, access, and hardening our environment against real threats.

At Altana, AI isn’t a side project, it’s how we work. We are a fast-scaling, AI-forward company where you will be an early adopter and internal champion for AI-driven IT, using modern tooling to automate the routine and scale your impact well beyond a traditional support role. We expect our engineers to embrace these tools eagerly, experiment with new technologies, and help the rest of the company do the same.

If you’re energized by solving hard problems, making high-impact decisions, and being trusted to protect and improve the systems everyone depends on, we’d love to talk.

• Provide L2 IT Engineering Support and serve as the escalation point for the service desk, taking on complex, high-stakes tickets that need deeper expertise, always with professionalism, patience, and empathy.
• Maintain and evolve the service desk and service catalog so our offerings keep pace with a fast-growing, fast-changing organization.
• Turn repeat tickets into permanent fixes by solving recurring problems at the source.

• Own the full lifecycle of our Windows and Mac fleet through MDM platforms like Iru and Intune, from zero-touch enrollment and configuration through patching, updates, and retirement.
• Monitor and troubleshoot network connectivity across our offices, keeping users online and productive.
• Support and maintain the office A/V and collaboration technology that powers our meetings and conference rooms.
• Deliver a smooth onboarding and offboarding experience for every employee, from day-one provisioning to clean, secure deprovisioning.

• Work closely with our Security team to implement best practices, harden our systems, and respond to incidents as they arise.
• Help manage network security and access controls, ensuring the right people have the right access and nothing more.
• Keep our practices compliant with data protection and privacy regulations.

• Partner with stakeholders and application owners to manage our SaaS portfolio and inform the technology decisions that shape how the company works.
• Build and maintain strong vendor relationships that keep our tools and support running smoothly.
• Leverage AI and automation to eliminate routine work, resolve issues faster, and raise the quality of service across the org, acting as an internal champion for AI-first IT.
• Maintain detailed records of requests, resolutions, and equipment inventory, and report on system performance and support activity.

• Bachelor’s or Master’s in Computer Science, Data Science, or equivalent experience.
• 4+ years of real-world IT support experience in a fast-paced environment, supporting 250+ end users.
• Hands-on depth across the modern IT stack: MDM (Iru, Intune, or Jamf), identity and SSO (Okta, Entra), core networking, and day-to-day macOS and Windows administration.
• A track record of owning and delivering projects with major organizational impact.
• Clear, patient communication with both technical and non-technical people, and a commitment to white-glove customer service.
• A high sense of ownership: you work independently with minimal oversight, juggle multiple projects, and prioritize effectively while staying aligned with the team's goals.
• A passion for enabling the organization to accomplish its mission through AI and modern support technology, from LLM assistants to AI-driven ITSM.

• Experience at a startup or in a high-growth environment.
• Experience supporting a globally distributed team.
• Experience automating tasks with Python, PowerShell, or Bash.
• CompTIA A+, Network+, Security+, or ITIL certifications.

This role is based in Brooklyn, NY, USA with hybrid work flexibility and candidates must be within commuting distance from our Williamsburg office.

The salary range, to the extent specified for this role, is a good faith statement of the minimum and maximum levels of the annual based salary for the position. The base salary offered to a successful candidate will depend on a wide range of compensation factors, including, but not limited to, work experience, education and/or training, critical skills, and/or business considerations. Competitive equity grants are included in the majority of full time offers; and are considered part of Altana's total compensation package. Altana also offers either a discretionary bonus or a variable compensation plan depending on the role. Additionally, Altana offers top-tier benefits for full-time employees, including:

• Flexible Time Off: Altana operates with a Flexible Time Off (FTO) policy that gives you agency over your own time off so you can maximize your work-life balance.
• Parental Leave: We offer industry leading Paid Parental Leave (PPL), providing 14 weeks of leave for non-birthing, adoptive, and foster parents and up to 26 weeks of leave for birthing parents, all paid at 100% of your base salary.
• Health Benefits: We have a full suite of medical, vision, and dental benefits with generous employer contributions, designed to give you flexibility and choice for your individual health situation. Our high deductible health plan is 100% employer paid for employees and supplemented with an employer contribution to your Health Savings Account (HSA). There is also a Flexible Spending Account (FSA) option.
• Supplemental Benefits: Altana provides life, short- and long-term disability, and AD&D insurance coverage, all at no cost to you, so you know that you and your loved ones are covered in case of an emergency.
• 401(k) Savings: Save for and invest in your future using our Guideline 401(k) retirement savings program.
• Commuter Benefits: Save money on your commute by setting aside pre-tax funds for public transit or parking!
• Wellness: Because we value mental and emotional health, every Altana employee has access to a free premium subscription to Calm, the #1 app for meditation, sleep, and mindfulness.
• Pet Insurance: Pets are family too! Keep them healthy with Wishbone insurance and/or our Total Pet vet service and telehealth discount plan.
• Employee Assistance Program: Free access to confidential personal support.
• Dependent Care FSA: You will have access to a Dependent Care FSA, which allows you to set aside pre-tax funds for childcare expenses.

The recruiter assigned to this role can share more information about the specific compensation and benefit details associated with this role during the hiring process.

Our values are the core beliefs that shape who we are, what we stand for, and how we behave.They form the foundation of Altana’s culture and integrity and guide how we hire, design, build, and connect with each other and our customers.

• Trust: Our customers and partners entrust us with missions of the highest importance. We honor that by keeping our word, meeting commitments, and ensuring every action we take reinforces confidence in us. We rely on each other to deliver, to speak openly, and to hold ourselves accountable.
• Resilience: In a world of uncertainty and complexity, our work must withstand challenges, evolve with conditions, and ensure reliability over time. Resilience is both how we operate and what we deliver. It’s how we respond when things don’t go to plan –– we adapt, we support each other, and we keep moving forward.
• Stewardship: We are stewards of every mission we touch. Because our work impacts lives and futures, we hold ourselves accountable to delivering mission impact and never compromising. Our responsibility extends beyond individual projects to the broader system of global trade. We believe that stewardship starts from within so that we can bring focus, creativity, and excellence to our work. Each of us is personally responsible for fostering a workplace where people can thrive. And we are stewards of the greater good of the company. By holding ourselves and each other accountable, we build a culture of innovation and collective success that reflects the scale of our mission.
• Courage: Courage is what unlocks the seemingly impossible for our customers. It’s the core value that drives us make bold moves and take on big, complicated network problems—the ones others avoid. We know success isn't guaranteed, but we have the audacious vision to believe a solution is possible and to build it. Courage fuels our growth mindset. It means embracing challenges that make us stronger, and it’s demonstrated by how we approach hard conversations and complex projects.

At Altana, we believe that a diverse workforce enables greater creativity, performance, and adaptability. We’re proud to be an equal opportunity employer and welcome you to join us as you are. Our employment opportunities and decisions are based on business needs and individual qualifications, without regard to race, color, religious creed, national origin, ancestry, age, physical or mental disability, medical condition, marital status, sexual orientation, gender identity or expression, genetic information, family care or medical leave status, military or veteran status, or any other characteristic protected by the laws or regulations in the areas in which we operate. We prohibit discrimination and harassment of any type, in any situation.

Offers related to employment at Altana will come from an Altana.ai email address. We will never ask for payment as part of the interview or onboarding process.