Senior IT Support Engineer

Senior IT Support Engineer (P3)

Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable.

We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on Forbes Cloud 100 2024 List and is a Y Combinator 2024 Breakthrough Company.

Checkr is looking to grow our IT Operations team! We are looking for a Senior IT Support Engineer for Checkr’s San Francisco headquarters. This person will help ensure we provide world-class technical support for our employees and our spaces. We are looking for a person that thrives in a fast-paced environment, is an independent worker, and takes pride in their work by completing tasks right the first time. Ideally, you have experience providing exceptional technology support in a start-up and/or corporate environment, being comfortable with enterprise networking, conference room technology, and computer troubleshooting. 

The responsibilities of this position require an on-site presence in our San Francisco office at least 4 days per week. This role requires exceptional interpersonal skills and a strong focus on process and documentation. You will be joining a diverse team that is passionate about finding ways to improve and innovate so that together we can provide Checkr with the best workplace technology experience. 

What you'll do:

• Onsite Support 
• Serve as the primary onsite support lead for our San Francisco office, ensuring the reliability and performance of all local IT infrastructure.
• Lead or assist in the physical deployment and maintenance of hardware during planned projects and changes.
• Provide in-person, high-level support for issues and serve as the main on-site point of contact for IT with-in the San Francisco office.
• Incident & Problem Management
• Maintain precise and up-to-date ticketing and project reports within IT systems.
• Act as the final escalation point for complex and recurring incidents that cannot be resolved by junior support engineers.
• Participate in an on-call rotation.
• Perform advanced troubleshooting and in-depth diagnostics to identify the root cause of systemic issues.
• Develop and implement permanent solutions or robust workarounds to restore service and prevent recurrence.
• Lead Root Cause Analysis (RCA) efforts for critical incidents, documenting findings and proposing long-term corrective actions.
• Knowledge & Skill Development
• Create and maintain knowledge base articles detailing complex solutions, best practices, and troubleshooting guides to empower lower-tier support staff.
• Mentor and train junior support engineers to improve their technical skills and reduce the need for escalations.
• Participate in Major Incident Management teams, providing expert-level technical support to resolve high-priority outages quickly.
• Proactive & Strategic Contributions
• Collaborate with engineering, development, and infrastructure teams to identify and resolve underlying service issues.
• Proactively monitor system performance and trends to identify potential problems before they impact users.
• Design, build, and scale AI-driven automations and agentic workflows to eliminate highly manual, repetitive internal tasks across departments.
• Integrate internal tools and ticketing systems (like Slack, Jira, or Google) with LLM APIs to build automated triage and response mechanisms.
• Provide technical input for new projects, system upgrades, and change management processes to ensure future services are reliable and supportable.
• Contribute to the continual service improvement of IT processes and services, aligning with ITIL principles.

What you bring:

• 5+ years experience with Mac and PC technical support
• 5+ years experience working in a heavily SaaS-based environment (Google Workspace, Okta, Slack, Miro, Atlassian, Zoom, etc.)
• 4+ years coordinating with stakeholders to provide a high level of customer care with onsite support for executives and ICs within the Checkr office
• Ability to create strong connections with internal and external teams
• Deep understanding of computer fundamentals: networking, hardware & operating systems
• Experience performing hardware/software configuration and troubleshooting on MAC & Windows devices
• A positive attitude and excitement for building new processes and policies for a rapidly growing organization
• Ability to form strong relationships with internal and external stakeholders
• Experience with MDM (IRU, Intune)
• Ability to work daily in our San Francisco office.
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes.