IT Support Engineer


  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/31/2021
  • Website:
  • Company Address: 405 14th St., Oakland, CA, 94612

About LaunchDarkly

LaunchDarkly is a Feature Management Platform that serves over 100 billion feature flags daily to help software teams build better software, faster. Feature flagging is an industry best practice of wrapping a new or risky section of code or infrastructure change with a flag. Each flag can easily be turned off independent of code deployment (aka ”dark launching”).

Job Description

As an IT Helpdesk / Support Engineer, you will be the first line of defense for our growing IT support team. We currently have over 220 employees globally and will be growing our team significantly over the next year.

This role will help to enable the scale of the company by being the face of the technical helpdesk and Tech Operations team. This position will be responsible for maintaining the service level of our Helpdesk and will also be a point of contact for all technical matters. This role will report directly to the Tech Ops Lead.


  • As an IT Support engineer that has excelled in supporting users in a corporate environment

  • You are comfortable in an all Mac environment but have the skills to support PC and Linux devices.

  • Excellent communication skills. Be able to complete the intake of issues and provide guidance to all levels of end-users.

  • Be able to anticipate changes and prioritize tasks to meet daily/weekly/quarterly OKR’s.

  • Excellent interpersonal and customer service skills. Interact well at all levels within the organization.

  • Be well organized and highly efficient when managing your work.

  • Team player with a willingness to learn new things.

  • Self Starter with the ability to prioritize taskings and deadlines associated.

  • Experience installing, configuring, and troubleshooting computer hardware/software.

  • You can come in and own the technical support experience and make it your own.

  • Have a curiosity for tech and technical trends and implementing cutting edge technical solutions

Basic Qualifications:

  • 3+ years of hands-on experience within a technical environment providing systems infrastructure engineering to organizations.

  • Incident & problem management experience and the ability to coordinate the required resources to respond to complex IT issues.

  • 3+ Years troubleshooting in a corporate environment and the ability to apply those skills to assist the troubleshooting of a wide range of information systems and applications.

  • 3+ Years Experience with supporting and administering desktop and SAAS applications (Office Suite, Namely, Zoom, Adobe, etc)

  • General understanding of ITIL, OSI Model, ISO 27001, SOC II

  • 3+ Years supporting end-users in an Okta environment.

  • 3 + Years supporting or administrating JAMF

  • 3+ Years Asset management and Onboarding automation experience

  • 3+ Years working within a ticketing system. Jira helpdesk experience preferred or Zendesk

  • 3+ Years administering SAAS based applications

  • 3+ Years administering G Suite

  • 3+ Years supporting AV rooms and video conference platforms like Zoom, WebEx, BlueJeans

  • 3+ Years Scripting or Automating SAAS applications

  • 1 + Year experience with SDLC and SCRUM

Preferred Qualifications:

  • 3+ years of experience supporting users in a corporate environment

  • College degree or relevant work experience

  • 3+ Years Support experience with desktops, laptops, Macs, smartphones, MS Office, email, cloud services, malware/virus removal, hardware repair, and basic networking preferred

  • MCSE, Comp TIA, ITIL, Okta Admin, G Suite Admin, CCNE, CCNA, A+, JAMF 300 (Nice to Have)

  • The ability to script and code (Java/ ETL/Python)

  • Experience with Terraform and Github

  • Experience with administering BetterCloud or Okta workflows

About LaunchDarkly:

LaunchDarkly is a Feature Management Platform that serves hundreds of billions of feature flags daily to help software teams build better software, faster. Feature flagging is an industry standard methodology of wrapping a new or risky section of code or infrastructure change with a flag. Each flag can easily be turned off independent of code deployment (aka "dark launching"). LaunchDarkly has SDKs for all major web and mobile platforms. We are building a diverse team so that we can offer robust products and services. Our team culture is dynamic, friendly, and supportive. Our headquarters are in Oakland.

At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.

Don't let the confidence gap get in the way of applying! We'd love to hear from you.

We've partnered with KeyValues to help demonstrate the amazing culture we've built here at LaunchDarkly, find more info at

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.