Senior IT Support Engineer

| San Francisco
We are currently seeking a Sr IT Support Specialist to join our team. As a Sr IT Support Specialist, you will be responsible for providing technical assistance to computer system users.

What you'll do:

  • Assisting with the administration of internal software tools (e.g., Okta, Slack, JIRA, G-Suite, etc.)
  • Manage and configure mobile device management in our platform-agnostic environment (Mac, Windows, Chrome, Linux)
  • Own and drive IT projects and deliverables for the team
  • Reviews and evaluates information technology systems operations.
  • This role may require occasional 24/7 on call support.
  • Experience with voice and data telecommunications systems.
  • Experience with remote access technologies for support and office connectivity.
  • Ability to set up and operate a variety of computer equipment.
  • Ability to work efficiently, in an organized manner and with attention to detail.
  • Ability to communicate effectively regarding technical matters, both verbally and in writing.

We're excited about you because you'll have:

  • Bachelor’s degree or equivalent in education and experience required.
  • 5 plus years’ experience.
  • Experience with an electronic helpdesk system.
  • Advanced knowledge of basic PC components.
  • You are-
  • A seasoned IT professional with experience providing IT support to a diversified employee based (Engineering, Finance, Marketing, HR) with strong communication and interpersonal skills
  • You will-
  • Support technology service, software, and hardware requests
  • Resolve complex tech support requests
  • Conduct root cause analyses, identify appropriate solutions, and implement them
  • Document and train team on IT subject matter expertise
  • Support and continuously improve on-boarding and off-boarding processes
  • Collaborate on team, department, and company-wide IT-owned initiatives
  • You have-
  • Enjoy working in a customer-focused, technical environment
  • Experience working with MacOS, iOS, and SaaS services and tools
  • Ability to communicate problem-solving related questions and directions in a clear and accessible way
  • Prioritize a variety of tasks and service requests in a dynamically changing environment
  • Flexibility in understanding prioritization and escalation
  • At least a year managing or leading projects
  • 5 years of front-line IT support experience
  • Bonus points
  • A variety of MacOS integrated hardware and IoT devices
  • Mac management tools such as JAMF Pro
  • Working in a fast-paced customer service and/or help desk environment

#LI-EB1
About Udemy
We believe anyone can build the life they imagine through online learning. Today, more than 50 million students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil).
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • HiveDatabases
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen

Location

SOMA

An Insider's view of Udemy

How would you describe the company’s work-life balance?

I’ve been really impressed by the work-life balance at Udemy. Each team has the freedom to choose a schedule and system that works for them. Everyone is committed to the success of their team and Udemy as a whole, and this flexibility and trust enables each of us to work in a way that helps maximize our impact.

Katie

Full Stack Web Development Software Engineer, Instructor Loyalty

How do you collaborate with other teams in the company?

As a member of the Marketing Efficiency Decision Science team, I help determine how Udemy can invest money efficiently. We partner with all levels of the Marketing and Finance teams to align our goals and drive implementation. We also work with the Data Products and platform team to ensure we utilize the most robust models and architecture.

Silvia

Data Scientist II

How does the company support your career growth?

Udemy provides me with daily opportunities to grow as an engineer. My manager genuinely cares about my career plan and professional growth. In every project that we’ve chosen for me to work on, I had the chance to improve my weaknesses and demonstrate my strengths. It is so important to feel valued at work, and Udemy has been doing a great job.

Duygu

Senior Staff Engineer

How do you make yourself accessible to the rest of the team?

My philosophy goes beyond normally scheduled one-on-ones, which I regard as simply guaranteed check points. I have a truly “interrupt me anytime” policy, so my staff feels comfortable enough to talk with me at any moment. My team is my work-family and, as with my own family, it is a top priority for me to be there to support them.

Justin

Senior Data Science Manager

What are Udemy Perks + Benefits

Culture
Intracompany Committees
Open Office Floor Plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious Bias Training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and Learns
Promote from Within
Continuing Education Stipend
Time Allotted for Learning
Online Course Subscriptions Available
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