Senior IT Support Engineer - 1Password

About 1Password

At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Unified Access Management, a new cybersecurity category built for the way people and AI agents work today.

The IT Support team helps employees get the technology they need to do their best work. As a Sr. IT Support Engineer, you’ll combine hands-on troubleshooting with artificial intelligence (AI), automation, and better support workflows to resolve complex issues and improve the employee technology experience.

What you'll do

• Own complex, ambiguous, or sensitive employee technology issues through resolution, coordinating with Identity, Endpoint, Security, Infrastructure, and Enterprise Systems teams when needed.
• Participate in a regular support queue rotation while maintaining dedicated time for service improvements.
• Build and maintain AI-assisted playbooks, automations, triage workflows, knowledge resources, and self-service experiences.
• Improve onboarding, access, device, and software support workflows.
• Identify recurring support problems and create durable improvements to the process, workflow, or service behind them.
• Establish baselines and measure the impact of support improvements, including resolution quality, time to resolution, repeat demand, automation success, and employee experience.
• Help teammates adopt effective support practices and make sound decisions about automation, human review, specialist escalation, verification, approval, access, and privacy controls.

What we're looking for

• 5+ years of experience in internal information technology (IT) support, workplace technology, IT operations, or a related field.
• Troubleshoot complex issues across identity and access, devices, software, software as a service (SaaS), and workplace applications.
• Use ticketing systems, knowledge bases, service catalogs, and support workflows to manage and improve employee support.
• Build or improve workflow automations using tools such as Console, Workato, Tines, or similar platforms.
• Apply AI tools to investigate issues, create knowledge, improve support, or automate routine work while recognizing when human review is needed.
• Use support metrics such as resolution quality, time to resolution, repeat demand, self-service completion, and employee feedback to evaluate improvements.
• Communicate technical issues clearly, collaborate effectively across teams, and provide thoughtful support during sensitive or ambiguous situations.

Bonus points for

• Experience with basic scripting, application programming interfaces (APIs), or technical integrations.
• Experience with identity and access management, endpoint management, or service-management administration.
• Experience supporting distributed teams across multiple time zones.