🛠 Tech Stack

💼 About This Role

You'll own and evolve IT support operations at scale for LaunchDarkly's Oakland hub, combining hands-on support with system design and automation. Your core impact is identifying inefficiencies and implementing scalable solutions using AI and automation to improve how support is delivered company-wide. This role emphasizes proactive, systems-driven support over reactive ticket resolution.

🎯 What You'll Do

• Resolve complex employee issues across endpoints, SaaS tools, and identity systems
• Design and improve onboarding, offboarding, and device lifecycle systems
• Lead AI and automation adoption to improve support workflows
• Analyze support patterns and drive continuous improvement

📋 Requirements

• 8+ years in IT support or end user support in SaaS/high-growth environments
• Experience owning and improving support processes or operational domains
• Demonstrated experience driving automation or workflow improvements via scripting or tooling
• Experience applying AI tools to improve support workflows

✨ Nice to Have

• Ability to operate independently with incomplete information
• Experience with cross-functional collaboration across Security, People, and Workplace teams

🎁 Benefits & Perks

• 💰 Restricted Stock Units (RSUs)
• 🏥 Health, vision, and dental insurance
• 🧠 Mental health benefits
• 🏖️ Unlimited PTO

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Interview· 60 min