1Password is growing. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing.About 1PasswordAt 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Unified Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work.The IT Support team helps employees get the technology they need to do their best work. As a Sr. IT Support Engineer, you’ll combine hands-on troubleshooting with artificial intelligence (AI), automation, and better support workflows to resolve complex issues and improve the employee technology experience. Your work will help make support faster, more reliable, and easier to use while reducing recurring problems across the organization.Reporting to the Team Lead, IT Support, this role is based in the United States and works with teams across multiple time zones.How we’re using AI todayOur Engineering, Product, and Design teams are thoughtfully integrating AI across the full software and product development lifecycle to move faster without sacrificing quality or security.This is a remote opportunity within the US.What we're looking for:Bring 5+ years of experience in internal information technology (IT) support, workplace technology, IT operations, or a related field.Troubleshoot complex issues across identity and access, devices, software, software as a service (SaaS), and workplace applications.Use ticketing systems, knowledge bases, service catalogs, and support workflows to manage and improve employee support.Build or improve workflow automations using tools such as Console, Workato, Tines, or similar platforms.Apply AI tools to investigate issues, create knowledge, improve support, or automate routine work while recognizing when human review is needed.Use support metrics such as resolution quality, time to resolution, repeat demand, self-service completion, and employee feedback to evaluate improvements.Communicate technical issues clearly, collaborate effectively across teams, and provide thoughtful support during sensitive or ambiguous situations.Bonus points for:Experience with basic scripting, application programming interfaces (APIs), or technical integrations.Experience with identity and access management, endpoint management, or service-management administration.Experience supporting distributed teams across multiple time zones.What you can expect:Own complex, ambiguous, or sensitive employee technology issues through resolution, coordinating with Identity, Endpoint, Security, Infrastructure, and Enterprise Systems teams when needed.Participate in a regular support queue rotation while maintaining dedicated time for service improvements.Build and maintain AI-assisted playbooks, automations, triage workflows, knowledge resources, and self-service experiences.Improve onboarding, access, device, and software support workflows.Identify recurring support problems and create durable improvements to the process, workflow, or service behind them.Establish baselines and measure the impact of support improvements, including resolution quality, time to resolution, repeat demand, automation success, and employee experience.Help teammates adopt effective support practices and make sound decisions about automation, human review, specialist escalation, verification, approval, access, and privacy controls.USA-based roles only: The annual base salary for this role is between $109,000 USD and $153,000 USD, plus immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.This posting is for an existing vacancy.Our culture At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first.You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results.How we work with AIWe are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission.Our approach to remote work We believe in the power of remote work, but recognize that in-person connection is important to help us achieve our mission. While we are a remote-first company, travel for in-person engagement is a part of almost all roles, and we require our employees to be ready and willing to take part. Frequency will depend on role and responsibilities, and may include, but is not limited to: annual department-wide offsites, team meetings, and customer/industry events.What we offerWe believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer:Health and wellbeing👶 Maternity and parental leave top-up programs🩺 Competitive health benefits🏝 Generous PTO policy Growth and future 📈 RSU program for most employees💸 Retirement matching program🔑 Free 1Password accountCommunity 🤝 Paid volunteer days🏆 Peer-to-peer recognition through Bonusly🌎 Remote-first work environment*Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting.

Senior IT Support Engineer

Emma

Responsibilities

Skills wanted:

Language(s) required:

About 1password:

mission:

1password.com/

Admin access needed