Provides onsite and remote IT helpdesk support, troubleshooting employee technology and access issues. Manages ticket queues, onboarding, laptop and peripheral provisioning, system access, hardware recovery, asset management, office endpoints, and cloud infrastructure access. Supports infrastructure projects, network connectivity, security audits, SaaS rollouts, integrations, scripting, documentation, and process improvements. The role is based onsite five days per week in San Francisco, with occasional urgent after-hours support.

Owns new product adoption across the post-sale organization by integrating products into post-sale workflows, analyzing adoption data, identifying gaps, and executing strategies to improve adoption. Coordinates cross-functional teams including implementation, customer success, education, partnerships, and lifecycle marketing without direct authority. Defines metrics, establishes operating cadences, influences senior stakeholders, and drives measurable results.

Own complex billing and contract cases for mid-market and commercial customers from initial report through resolution. Investigate discrepancies across contracts, order forms, CRM, billing, and finance systems; determine appropriate corrections, concessions, returns, refunds, or amendments; coordinate cross-functional teams; communicate with customers; and improve recurring billing processes through root-cause analysis and reporting.