Sr. IT Support Engineer

Who You Are You’ve got real experience with AI-driven automation — auto-triage, self-serve resets, agentic workflows that knock out the repetitive stuff before a human ever touches it. But you also know which requests need a real person, and you handle those with the right level of human attention. Figuring out what to automate and what to hand off to a human is a judgment call, and you’re usually right. This isn’t a queue-sitting job, and we don’t want automation that makes people feel like a number. If you like the idea of building tools that unblock a coworker in ninety seconds while still knowing them by name, we’d love to talk. About the Role In this role, you will be responsible for: Own IT support end-to-end across Google Workspace, Okta, 1Password, and Slack administration — provisioning, deprovisioning, access reviews, MFA/SSO troubleshooting, and the inevitable “I got a new phone and can’t log in” tickets Build and maintain AI-assisted support workflows to auto-resolve common requests, with intelligent triage/routing, and self-serve flows Administer our AI tooling stack (Claude Enterprise, MCP connectors, and similar) for the whole company: seat provisioning, connector troubleshooting, usage monitoring, and being the calm voice in Slack when a third-party outage isn’t actually us Manage endpoint devices via MDM (Jamf for Mac, Intune for Windows) — patching, security baseline enforcement, hardware lifecycle (replacements, loaners, offboarding pickups), and diagnosing the weird stuff Administer Google Groups/distro lists and email hygiene — access requests, safe-sender/allowlist changes, and a first line of defense on phishing reports Support onboarding and offboarding automation so new hires have working accounts on day one and departing employees are fully, cleanly deprovisioned Partner with Security & Compliance on access reviews, basic incident triage, and making sure “fast” and “correct” aren’t in tension What You’ve Done Before 5+ years in IT support/systems or similar roles, with real ownership of the tools, not just ticket-closing Deep hands-on experience with Google Workspace, Okta, 1Password, Claude, and Slack administration Experience with MDM platforms (Jamf and/or Intune) for Mac and Windows fleets A track record of building automation or self-serve tooling that improves employee IT experience The judgment to know when automation is the right answer and when a person needs a person — and the writing/communication skills to make interactions feel personal, even the automated ones Comfort owning ambiguous, cross-functional problems without a lot of hand-holding It’d be Great if You’ve Done This Software development experience (scripting, internal tools, or full stack apps) Hands-on work with agentic AI workflows and MCP servers Compliance-adjacent experience (SOC 2, ISO 27001, or similar frameworks) and comfort with compliance platforms like Vanta Swoogo & How We Work Learn more about Swoogo, how we work, and our Perks & Benefits. Swoogo is committed to providing a work environment free from discrimination, sexual harassment, and all forms of abusive conduct. We do not tolerate harassment or discrimination of any kind—whether committed by managers, peers, clients, or vendors. We strictly comply with all applicable employment laws, including Title VII of the Civil Rights Act, the Americans with Disabilities Act (ADA), and the Age Discrimination in Employment Act (ADEA).