Senior Support Engineer, Snoo Operations & Support

Role Overview

Reddit's Corporate Technology team is hiring a Senior Support Engineer for Snoo Operations & Support (SOS). This full-time, 40-hour-per-week role supports the Central and Eastern United States and some European regions. Attendance at the New York office is expected at least four days per week to support the office helpdesk, frequent events, audiovisual needs, and special events as needed.

You will be a hands-on technical leader supporting employees through walkups, tickets, email, and chat. The team onboards employees, provisions hardware, and provides hands-on and remote support worldwide, partnering with CorpEng Systems, CorpEng Infrastructure, Biz Apps Engineering, Security, and other teams.

Responsibilities

• Lead day-to-day end-user support, troubleshoot hardware and applications, and provide timely resolutions.
• Serve as a senior escalation point for critical issues and coordinate escalations with management.
• Build and maintain support documentation and tools, coordinate schedules, and administer support queues.
• Identify and resolve systemic issues across the team and organization; promote standardization and consistent support methodologies.
• Support security standards, including endpoint protection, firewalls, patching, multifactor authentication, and access controls.
• Maintain user accounts, passwords, data integrity, system access, and security within policy.
• Maintain asset inventory and an organized helpdesk.
• Work cross-functionally and advocate for the team across organizational levels.
• Help manage local vendors, subcontractors, and third-party providers.
• Independently drive multiple operations projects and deliverables.
• Participate in evaluating, recruiting, hiring, and mentoring team members.
• Work with management to set team goals, lead staff toward results, and maintain accountability for team performance.
• Document issues and communicate updates to management, teammates, and end users.

Qualifications

• At least five years of professional IT Operations or IT Support experience.
• At least three years of experience mentoring junior team members.
• Exceptional Mac software and hardware troubleshooting skills, with a strong foundation in troubleshooting theories and component isolation.
• Experience leading support ticket management and tracking, and a strong background with Jira Service Desk.
• Google Workspace enterprise experience.
• Knowledge of audiovisual conferencing solutions and support.
• Experience with IT and security best practices.
• Strong customer service, problem-solving, teamwork, and oral and written communication skills.
• 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, including after-hours and weekend support.
• Demonstrated leadership, a positive and personable approach, quick learning, and effectiveness in a fast-paced environment.
• Commitment to maintaining expertise in CorpEng-supported systems, understanding business needs, and prioritizing work accordingly.

Preferred Experience

• Supporting a company's IT with little or no oversight.
• Identity providers and SAML, such as Okta, OneLogin, or Sailpoint.
• Working in a rapidly growing startup.
• Managing vendor relationships.
• Audio engineering principles and support.

Compensation and Benefits

• Annual base salary: $132,600–$185,600 USD. Final compensation depends on skills, experience, relevant credentials, and other factors; the posting may span multiple career levels.
• Eligible for restricted stock units and, depending on the position offered, potentially commission.
• Comprehensive healthcare and income replacement programs; medical, dental, and vision coverage.
• 401(k) with employer match.
• Lifestyle benefits covering workspace, professional development, and caregiving support.
• Family planning support, gender-affirming care, and mental health and coaching benefits.
• Flexible vacation, paid volunteer time off, and generous paid parental leave.

Interview and Application Information

In select roles and locations, interviews may be recorded, transcribed, and summarized using AI. Candidates may opt out before scheduled interviews. Interview information is used to evaluate applications; personal information is not sold or disclosed for third-party marketing. Recordings are deleted promptly after a hiring decision. Additional handling and retention details are available in Reddit's Candidate Privacy Policy.

Candidates needing disability-related interview accommodations should notify their recruiter.