Senior Support Engineer, Snoo Operations & Support

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 (SSO), 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.  

• →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

• 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

• 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

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.