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Salary: USD 109,000 - 153,000 / annual
1Password is a market-leading enterprise password manager and Unified Access Management platform trusted by over 180,000 businesses, from Fortune 100 companies to innovative AI firms. The company has surpassed $400M ARR and was named to the Forbes Cloud 100 for four consecutive years.
As a Senior IT Support Engineer reporting to the Team Lead of IT Support, you will own complex employee technology issues end-to-end, combining hands-on troubleshooting with AI, automation, and improved support workflows. You'll work across multiple US time zones in a fully remote role.
Key responsibilities include:
- Troubleshoot complex issues spanning identity and access, devices, software, SaaS applications, and workplace tools
- Manage support tickets, knowledge bases, and service catalogs to improve employee technology experience
- Build and maintain workflow automations using tools like Console, Workato, or Tines
- Apply AI tools to investigate issues, create knowledge resources, and automate routine work while maintaining human oversight
- Participate in regular support queue rotation while dedicating time to service improvements
- Develop AI-assisted playbooks, triage workflows, and self-service experiences
- Identify recurring support problems and implement durable process improvements
- Measure impact using resolution quality, time-to-resolution, repeat demand, automation success, and employee feedback metrics
- Coordinate with Identity, Endpoint, Security, Infrastructure, and Enterprise Systems teams on escalations
- Mentor teammates on effective support practices and sound decision-making around automation and human review
Required qualifications:
- 5+ years in internal IT support, workplace technology, IT operations, or related field
- Strong troubleshooting across identity/access, devices, software, SaaS, and workplace applications
- Proficiency with ticketing systems, knowledge bases, and support workflow tools
- Ability to build workflow automations and apply AI tools effectively
- Experience using support metrics to evaluate and drive improvements
- Clear communication and cross-team collaboration skills
Bonus qualifications include basic scripting/API experience, identity and access management expertise, endpoint management knowledge, or experience supporting distributed global teams.
