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.