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Mytra is building robotics and distributed software to solve material movement and storage in the supply chain—a $1T market. The company is scaling rapidly and formalizing IT support and governance across a growing application landscape.
As Senior IT Support, you will own the end-user support function end-to-end during a critical growth phase. You will triage, prioritize, and resolve support tickets, serving as the senior escalation point for complex, high-impact issues. You will establish and maintain support standards, SLAs, ticket hygiene, and metrics (volume, resolution time, recurring categories, CSAT), using them to drive continuous improvement.
Key responsibilities include managing device lifecycle support (provisioning, imaging, MDM enrollment, decommissioning) and leading the IT side of employee onboarding and offboarding. You will become the company's knowledge expert across the core stack—Rippling, Google Workspace, Slack, Notion, Linear, Smartsheet, Ramp, Verkada, and Zapier—providing deep support, configuration guidance, and best-practice coaching. You will build and maintain a living knowledge base of runbooks and how-to guides to turn repeat problems into self-service solutions, and mentor junior support staff to raise service quality.
The role requires on-site presence at the Brisbane, CA headquarters for close collaboration with other teams.
REQUIREMENTS:
- 5+ years in IT support with at least 2 years in a senior, lead, or escalation-point role
- Proven hands-on experience with macOS and Windows endpoint support
- SaaS administration and identity/MDM platform experience (Rippling, Jamf, Intune, or Kandji)
- Hands-on knowledge of core business applications with ability to learn new tools deeply and quickly
- Genuine service mindset: patient, responsive, clear communication with non-technical colleagues
- Excellent written communication with track record of turning messy problems into preventive documentation
- 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 hardware/robotics environment
