About this role
A hands-on problem solver who enjoys a mix of hardware and software troubleshooting, user lifecycle management, and maintaining physical office infrastructure will thrive in this environment. Baseten is growing quickly after raising a Series F round and needs an IT Support or Operations Engineer to bring technical support entirely in-house.
The person in this role will act as the primary point of contact for day-to-day technical issues, providing a seamless and high-touch experience for employees. Responsibilities include managing user lifecycle administration, handling hardware and software diagnostics across Mac and Windows fleets, and maintaining physical office IT infrastructure to directly impact team productivity.
This position exists because the company is scaling its internal support standards and needs dedicated operations engineering. A candidate who excels here will combine strong organizational skills with experience in systems administration, workflow automation, and vendor management within a fast-paced setting.
What you will do
- Diagnose and resolve hardware and software issues across the company Mac and Windows fleet as the escalation point for technical support.
- Manage user lifecycle administration tasks including provisioning, deprovisioning, and access management across various systems and services.
- Own the onboarding experience for new hires by handling laptop setup, account configuration, and first-day support.
- Maintain and improve office IT infrastructure to guarantee a reliable environment for all staff members.
- Build and update a self-serve knowledge base to minimize ticket volume and enable user independence.
- Handle IT asset procurement, inventory tracking, and vendor relationships while supporting new office buildouts.
- Identify and execute workflow automation opportunities to remove operational inefficiencies.
What you need
- Possess strong working knowledge of Google Workspace, MDM platforms like Kandji, IdM or SSO solutions like Okta, and video conferencing tools.
- Demonstrate proven experience administering macOS at scale alongside solid working knowledge of Windows environments.
- Bring hands-on experience utilizing automation tools to streamline IT processes and operational workflows.
- Exhibit excellent communication skills and a commitment to delivering high-quality support experiences.
- Maintain strong organizational capabilities to juggle multiple priorities in a fast-paced environment.
Benefits
- Competitive compensation including meaningful equity
- 100% coverage of medical, dental, and vision insurance for employees and dependents in the U.S.
- Flexible PTO policy including a company-wide Winter Break from Christmas Eve to New Year's Day
- Paid parental leave
- Fertility and family-building stipend through Carrot
- Company-facilitated 401(k) for U.S. employees
Skills and tech stack
Questions candidates ask
What is the remote or hybrid work policy?
This is a hybrid role based out of the San Francisco or New York office. Employees follow a standard policy of three days per week in-person to ensure physical office and AV systems remain reliable.
What is the salary range and compensation structure?
The position offers a salary range of $125K to $170K. In addition to base pay, the compensation package includes meaningful equity.
What tools and software will I be working with?
The tech stack includes Google Workspace, MDM platforms like Kandji, and IdM or SSO solutions like Okta. Daily tasks also involve supporting video conferencing tools and managing macOS and Windows environments.
What does the day-to-day work involve for this team?
The role serves as the escalation point for daily technical support and user lifecycle administration. Responsibilities also include maintaining office IT infrastructure, handling asset procurement, and building out self-serve resources.