USAIT Support Engineer, Executive Support
1 мес. назад
USAMiddle
it supporttroubleshootingexecutive supportrunbooksescalation management
Provide dedicated executive IT support, including managing support models, runbooks, and urgent technical issues for executives and board members.
Обязанности
- We're standing up a dedicated executive support function within IT, and we're hiring the IT Support Engineer who will build it. IT Support is the front door for every employee technology need at , and this role creates its most visible lane: white-glove support for our executives, their administrative business partners (ABPs), and our board.
- You'll define what that service looks like: the support model for execs, board, and ABPs, the runbooks behind it, the intake and escalation paths, and the trusted relationships with ABPs and exec staff that make it work. You'll set the bar for discretion and polish as you go. You'll also be the person our leadership reaches when technology gets in the way. The requests that land in this lane range from routine to highly sensitive, and many arrive urgent: an executive locked out minutes before a meeting, an AV issue in a room full of leadership, a board member who needs setup handled quietly and correctly the first time. You own the request end to end and pull in specialist functions or IT Engineering pods as needed.
- Stand up the executive support intake channels and run it: monitor, respond, and follow through on every request from executives, ABPs, and board members
- Define the white-glove service model for discretion-sensitive asks and deliver to it, holding confidentiality under pressure
- Design the board-meeting AV support playbook with the AV pod, and provide AV support for executive rooms and board meetings, from setup and pre-checks through live triage
- Create exec-support runbooks and SLAs that keep the service consistent as it grows
- Build trusted relationships with ABPs and executive staff, and establish clear intake paths so leadership knows exactly where to go
- Handle ABP escalations and exec-urgent issues calmly, and route into specialist lanes or IT Engineering pods when a request needs them
- Establish the board member device, account, and access setup process with our Onboarding lane
- Work the shared ticket queue with the SF Core team: walk-ups, desk-side help, hardware swaps, it-assist overflow, and AV T1 triage
- Participate in the Core on-call rotation and contribute to the knowledge base and runbooks
- Maintain a regular on-site presence in San Francisco
Требования
- 7+ years of experience in IT support and 3+ years in executive support
- Experience standing up a service or program from scratch, such as an executive support desk, a VIP support function, or a white-glove service
- Experience supporting executives, their assistants, or a board to a white-glove standard
- A track record of handling sensitive requests with discretion, and the judgment to know what stays confidential without being told
- Strong hands-on IT support fundamentals: macOS-primary fleets, identity and access, SaaS troubleshooting, hardware lifecycle
- AV fluency for executive rooms and board meetings: you can set up, verify, and fix a room under time pressure
- Composure when an urgent escalation lands, and the judgment to know when to pull in help
- High polish and low ego: you take pride in service quality and still pick up whatever the team needs, including the ordinary queue work
- A security-first mindset and excellent judgment about when user experience yields to security requirements
- Comfort with ambiguity: you can make progress before the process exists, and you enjoy shaping how things should work
- The instinct to write things down: runbooks, KB articles, and status updates that keep people informed
Будет плюсом
- Experience supporting a C-suite or board of directors at a company with significant security or compliance requirements
- AV depth beyond first response, such as broadcast, live events, or room design input
- Experience building runbooks, self-service content, or support automation
- Experience supporting AI/ML research environments or highly technical user bases
- Deadline to apply: None. Applications will be received on a rolling basis.
- The annual compensation range for this role is listed below.
- For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.
Другое
- ’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.
- Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience
- Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience
- Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position
- Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.
- Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.
- We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team. Your safety matters to us. To protect yourself from potential scams, remember that recruiters only contact you
- We believe that the highest-impact AI research will be big science. At we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long-term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.
- The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to , including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.
- is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. Guidance on Candidates' AI Usage: Learn about our policy for using AI in our application process.