Senior IT Support Engineer

About Extend:

Extend is modernizing the $100 billion-per-year protection plan industry using cutting-edge technology and top-notch customer service. 

Our technology-forward omnichannel and API-first solution allows any merchant to offer protection plans, both online and in store, while also providing a merchant's end customers with a vastly improved and modern support experience that eliminates many of the issues customers face today with legacy underwriters. More recently, Extend also launched a shipping protection solution, covering consumers in the case of lost, damaged or stolen packages. This is further expanding the company’s addressable market and value creation for merchants.

We are a venture-backed startup in downtown San Francisco led by founders who have previously had multiple successful exits. Extend simplifies the technology stack for the product and shipping protection industries.

About the Role:

The Senior IT Support Engineer is responsible for providing high quality hands-on support to the team across the organization at Extend. The ideal candidate will do this by using their excellent communication skills and troubleshooting experience to quickly understand and resolve technical issues. They will also drive key initiatives to design, implement, and improve the technologies and processes used by the IT team to increase the entire team’s results.

What You’ll Do:

• Provide white-glove support to the team members of Extend through hands-on troubleshooting and support tickets
• Educate, train, and assist less technical employees to promote self-sufficiency
• Drive key projects for the IT organization intended to improve our processes and technology
• Manage the company’s MDM solution, including installation profiles, remote support, and remote wipe
• Procure, configure, and manage delivery of equipment as part of Extend’s onboarding and equipment refresh lifecycle
• Develop detailed technical documentation for use by internal IT teams and to enable self-help for Extend employees
• Prevent and address security issues such as virus/malware/phishing to protect Extend’s intellectual assets
• Manage remote user setup, including OKTA, online meeting software, etc.
• Support onboarding and offboarding processes for new and exiting Extend employees
• Deploy software and hardware across a global and technologically diverse organization

What We’re Looking For:

• Bachelor's degree 
• 5+ years of overall technical experience in IT-related disciplines
• 3+ years of experience in IT support, including Mac and Windows
• Strong hardware/software installation, configuration, and troubleshooting skills
• Hands-on and remote support experience with Mac OS / Google Suite / Okta systems (or other similar technologies)
• Expertise with Device Management solutions (JAMF Certification preferred)
• Excellent problem-solving and troubleshooting skills
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team

Estimated Pay Range: $110,000 - $125,000 per year salaried*

* The target base salary range for this position is listed above. Individual salaries are determined based on a number of factors including, but not limited to, work location and job-related knowledge, skills and experience.