Senior IT Support

Job description

About the role As an Senior IT Support at Mytra, you will join our Corporate IT team during a period of rapid scaling. Our team is currently focused on formalizing IT support and governance across a growing company and application landscape, and we need a proactive, service-minded specialist to help us deliver a fast, reliable end-user experience while becoming the company's trusted knowledge expert across our core business applications. What you’ll do: Own the end-user support queue end to end (triage, prioritization, resolution, and escalation) and serve as the senior escalation point for complex, high-impact issues. Establish and maintain support standards, SLAs, ticket hygiene, and metrics (volume, resolution time, recurring categories, CSAT), and use them to drive real improvements. Manage device lifecycle support, including provisioning, imaging, MDM enrollment, and decommissioning, and lead the IT side of employee onboarding and offboarding. Serve as the company's knowledge expert across our core stack (Rippling, Google Workspace, Slack, Notion, Linear, Smartsheet, Ramp, Verkada, Zapier), providing deep support, configuration guidance, and best-practice coaching. Build and maintain a living knowledge base of runbooks and how-to guides that turn repeat problems into self-service, and mentor junior support staff to raise the bar on service quality. Ideal Candidate: Have proven experience with macOS and Windows endpoint support, SaaS administration, and identity/MDM platforms (Rippling, Jamf, Intune, or Kandji), with 5+ years in IT support and at least 2 in a senior, lead, or escalation-point role. Have hands-on knowledge of core business applications and the ability to learn new tools deeply and quickly enough to become the person others rely on. Demonstrate a genuine service mindset (patient, responsive, and clear with non-technical colleagues) paired with the judgment to challenge thoughtfully and communicate with clarity and respect. Excellent written communication, with a track record of turning messy problems into documentation that prevents the next ticket. Proven ownership of a support queue or function, including SLA and metrics management. Nice to have: Experience administering IT governance, access reviews, or structured intake/procurement processes. Familiarity with automation and integration tooling (e.g., Zapier) and light scripting. Background supporting a fast-growing company or a hardware/robotics environment. A Final Note: If this role excites you, we encourage you to apply — even if you don’t check every box. At Mytra, we build bots, but we hire humans. We value thoughtful challengers who communicate with clarity and respect, and we’re lifelong learners committed to getting better every day. We move fast, learn faster, and show up for each other under pressure. The best outcomes come from diverse perspectives working together to build something meaningful and built to last Benefits Include: Competitive compensation and equity grants at a high-growth company backed by top-tier VCs Fully subsidized health coverage, including medical (baseline plans), dental, and vision for employees and dependents 401(k) plans and employer-subsidized life insurance Fully subsidized lunch and snacks at HQ—we eat and share stories together at the “long” table Generous PTO and company-paid holidays, including one week over the winter break so everyone can recharge together Voluntary pet insurance, Voluntary Life Insurance, Accident, Critical Illness, and Hospital Indemnity Fully subsidized tax advisory services and education to help you understand your equity Commuter benefits, including a up to $150 monthly commuter benefit Lively, modern combined office and lab space where we rapidly iterate through design, build, and test phases Fully equipped onsite gym and showers at headquarters Pay Notice Compensation for this position will be set based on the candidate's experience level and location. The posted salary band is applicable only to the San Francisco Bay Area and is subject to change. This role requires on-site presence at our Brisbane, CA headquarters, for close collaboration with the other teams. About Mytra: We’re creating an entirely new way to solve the most ubiquitous problem in industry - moving and storing material. We’re applying robotics and distributed software to create a new class of product for this $1T market. We’re focused on the supply chain industry first. The industry is in a massive bind with the continued growth of e-commerce, sharp rise in costs, and supply chain disruptions. What has been a “sleepy” industry for decades is now at the epicenter of sustaining the global economy.