Senior Support Engineer, End User Operations - India

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The Reddit Corporate Technology team is looking for an extraordinary Senior Support Engineer, End User Operations (EUO) to help drive and scale our End User Operations support team. Our team works cross functionally with our partners in CorpTech Systems, CorpTech 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 around the world.

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 operations for the Bangalore office while working closely with the greater team to: build and maintain support documentation and tools, coordinate schedules, administer queues, drive initiatives and act as final escalation for critical issues. You have an excellent background in Mac software and hardware troubleshooting and are passionate about providing the best customer service experience possible, mentoring others, and driving best practices within the team.  

What We Can Expect From You:

• You are a proven leader who is hardworking, learns quickly and thrives in a fast paced environment
• You have several years experience in End User Support operations including mentoring junior staff
• You have exceptional Mac troubleshooting skills
• You are awesome at providing technical support and love solving problems
• You are always learning and strive to maintain domain expertise in most CorpTech supported systems
• You excel at identifying and resolving systemic issues within the team and across the organization
• You understand the importance of asset inventory and how to maintain an organized help desk 
• You are a good communicator, with a personable demeanor and a positive attitude. You can read between the lines to understand business needs and prioritize your work accordingly.
• You evangelize standardization and understand that consistency and an adherence to methodologies is key to helping any organization scale
• You excel at documenting issues and providing updates to management, the team and end users
• You are a team player with a solid commitment to customer service, enjoy technology, and you have an aptitude for problem-solving.

Responsibilities​:

• Troubleshoot hardware and applications, provide technical support and problem solving
• Provide timely resolution of problems and act as final 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 end user 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
  

Qualifications:

• 4-6 years experience in IT Operations or IT Support in a professional environment
• 1-2+ years mentorship, supervisory or management experience
• 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

Benefits:

• Retirement Benefits (Employee Provident Fund scheme)
• Workspace benefits for your home office
• Personal & Professional development funds
• Family Planning Support
• Flexible Vacation & Reddit Global Days Off

Your salary will be commensurate with your experience