[Hiring] Senior IT Support Engineer @1Password

Role Description

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. Your work will help make support faster, more reliable, and easier to use while reducing recurring problems across the organization.

Reporting to the Team Lead, IT Support, this role is based in the United States and works with teams across multiple time zones.

Qualifications

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

Requirements

• 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.

Benefits

• Annual base salary between $109,000 USD and $153,000 USD.
• Immediate participation in 1Password's benefits program (health, dental, 401k, and many others).
• Generous paid time off.
• Equity grant and participation in incentive programs where applicable.