IT Support Engineer
$180k - $230k • New York City, NY; San Francisco, CA | New York City, NY
Posted 2d ago
About the job
Anthropic is seeking an IT Support Engineer to join their IT Operations team. This role focuses on ensuring every employee can perform their best work without friction by providing comprehensive technical support. The IT Support Engineer will handle a variety of support challenges, primarily within a macOS environment, while also contributing to operational improvements and automation efforts. This position offers the opportunity to work closely with IT Engineering and Security teams, with potential for growth into more technical infrastructure responsibilities.
Responsibilities
- Triage and resolve hardware, software, networking, and account issues via ticketing system, Slack, and in-person.
- Diagnose and resolve issues across macOS, ChromeOS, iOS, Android, and core SaaS platforms.
- Troubleshoot device enrollment, configuration, and policy enforcement.
- Support access management and employee lifecycle workflows (onboarding, offboarding, reorgs).
- Handle escalations requiring cross-team coordination.
- Participate in an on-call rotation for urgent issues.
- Provide hands-on support for user technology, AV systems, conference rooms, and printers.
- Communicate clearly with users of all technical levels.
- Write and maintain internal documentation, including runbooks and knowledge base articles.
- Identify support request patterns, surface recurring issues, and suggest automation or systemic solutions.
- Streamline onboarding and other high-volume operations.
- Contribute to automation efforts.
- Maintain and improve device management, identity, and access systems.
- Assist with scripting (Bash, Python) for task automation.
Requirements
- 7+ years of hands-on IT support experience, preferably in a fast-paced or high-growth environment.
- Excellent communication and problem-solving skills.
- Strong troubleshooting abilities; methodical, curious, and persistent.
- Demonstrated experience supporting macOS endpoints and comfort with ChromeOS, iOS, and Android.
- Significant experience with Google Workspace administration.
- Experience with Slack administration (workspace management, permissions, troubleshooting).
- Substantial experience supporting and administering additional SaaS tools.
- Understanding of identity and access fundamentals (SSO, MFA, directory services).
- Familiarity with MDM fundamentals and endpoint management concepts.
- Experience with basic scripting (Bash or Python) for automation.
- Ability to take ownership of problems and see them through to resolution.
- Proactive in identifying and preventing recurring issues.
- Organized with the ability to manage competing priorities.
- Ability to propose solutions for scaling processes.
- Desire to develop deeper technical skills and take on complex systems administration challenges.