Loom
๐Ÿ’ธ Salary
๐ŸŒ Remote
Yes
๐Ÿ“ Location
Remote
๐Ÿšบ # of Women
โœŠ๐Ÿพ # of POC
๐Ÿ’ผ Level
โฐ Deadline
๐Ÿฆ Socials
Apply Now
๐Ÿ“ฎ Receive Jobs Directly to Your Inbox
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IT Support Engineer

โ€About Loom


Loom is on a mission to empower everyone at work to communicate more effectively, wherever they are. We are already trusted by over 12M users across 200k+ companies. Our customers are global and use Loom at work at world-class companies including Netflix, HubSpot, Atlassian, Juniper Networks, and Twitter.


Founded in 2015, Loom has raised over $200 million from top-tier investors including Sequoia Capital, Kleiner Perkins, Coatue, and Andreessen Horowitz.


The Role

We are looking for someone who can help us scale IT by providing best in class support to our global team. Reporting to our Sr. Manager, IT, the ideal candidate has experience supporting a broad set of SaaS applications in a startup environment, primarily with Apple macs. A technologist who is empathetic about user issues and is quick to action, respond, learn and adapt.


* We are currently hiring remotely in the United States and Canada

Your Responsibilities

  • Respond to IT support requests and resolve in a timely manner. When required, log support ticket with SaaS vendors and following up to completion. Off-hour support may be required on occasions
  • Support user onboarding and off boarding process by configuring user accounts, application access and laptops
  • Enable laptop recycling and repurposing by wiping and re-configuring returned laptops
  • Maintain required level of documentation in Halp/JIRA tickets. Help build IT support knowledge base and user training material
  • Procurement and asset management, both end user devices and software licenses
  • Be an integral part in improving IT processes, updating procedures and policies
  • Work collaboratively with System Administrators, to get issues resolved

What We're Looking For

  • 2+ years of supporting users in remote or distributed teams across multiple time zones
  • Experience configuring enterprise SAAS based applications including Okta, Google Workspace, Slack, Zoom and Notion
  • Experience in onboarding/off boarding users and bringing on process improvements
  • Experience with asset management and procurement
  • Experience working within a ticketing system. Halp/Jira helpdesk experience preferred
  • Excellent communication and customer service skills
  • Although part of a distributed team, this role is required to be based from our San Francisco office (flexible hours)

How We Work

Freedom and Flexibility: At Loom, we believe work is an act, not a place. When we disengage work from a location, we can accommodate a broad range of life choices. You can choose to work from home or while you travel. If you are in the Bay Area, you can drop by our San Francisco office on 2nd and Market St. when reopens in Fall 2021. We are able to hire across the United States and Canada* and are continuing to expand our international presence. And you are free to move within a country without any adjustment to compensation.


Engaging Workday: The key to an engaging workday is finding the right balance between different ways to work sync, async, text and video. Loom makes it easier for us to say what we mean without having to schedule a zoom meeting or struggle to find the right words. And using async communication allows us to free up time for deep work every day. We believe there's a place for sync time - often a conversation on Zoom is exactly what is needed. For team meetings, this โ€˜sync timeโ€™ is typically between 9AM-Noon PT given where the overlap of timezones where Loommates are located.


Work-Rest Balance: The way we balance the fast-paced demands of a high-growth startup and sustainability is making rest a priority. We offer a flexible PTO policy so you're able to take time off when you need it. We also go fully offline once a year between Christmas and New Year (and twice during the Pandemic). Rest is also part of the workday, not just during PTO. Taking a break for personal commitments, whether it's watching the kids or getting some exercise is natural part of the workday.


Social Connection: Relationships and connectedness matter. We are intentional about building trust and relationships through unique, shared experiences. Our virtual workspace keeps us connected day-to-day whether it's through Looms celebrating wins or our buzzing Slack communities. Loommates are able to meet in person with their teams at least twice a year purely for fun. We're also building local offices for those who want to work or meet in person, starting with San Francisco and New York City in Fall 2021.


Perks at Loom

Competitive compensation and equity package

99% company paid medical, dental, and vision coverage for employees and dependents (for US employees)

Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA)

Healthcare reimbursement (for International employees)

Life, AD&D, Short and Long Term Disability Insurance

401(k) with 4% company matching

Professional development reimbursement

Mental health and wellness reimbursement

Gym reimbursement

Unlimited PTO

Paid parental leave

Remote work opportunities

Home office & technology reimbursement


Loom = Equal Opportunity Employer

We are actively seeking to create a diverse work environment because teams are stronger with different perspectives and experiences.


We value a diverse workplace and encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Loom are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.


#LI-REMOTE

โ€

โ€

Loom
๐Ÿ’ธ Salary
๐Ÿ“ Location
Remote
๐Ÿšบ # of Women
โœŠ๐Ÿพ # of POC
๐Ÿ’ผ Level
Apply Now
๐Ÿ“ฎ Receive Jobs Directly to Your Inbox
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
IT Support Engineer

โ€About Loom


Loom is on a mission to empower everyone at work to communicate more effectively, wherever they are. We are already trusted by over 12M users across 200k+ companies. Our customers are global and use Loom at work at world-class companies including Netflix, HubSpot, Atlassian, Juniper Networks, and Twitter.


Founded in 2015, Loom has raised over $200 million from top-tier investors including Sequoia Capital, Kleiner Perkins, Coatue, and Andreessen Horowitz.


The Role

We are looking for someone who can help us scale IT by providing best in class support to our global team. Reporting to our Sr. Manager, IT, the ideal candidate has experience supporting a broad set of SaaS applications in a startup environment, primarily with Apple macs. A technologist who is empathetic about user issues and is quick to action, respond, learn and adapt.


* We are currently hiring remotely in the United States and Canada

Your Responsibilities

  • Respond to IT support requests and resolve in a timely manner. When required, log support ticket with SaaS vendors and following up to completion. Off-hour support may be required on occasions
  • Support user onboarding and off boarding process by configuring user accounts, application access and laptops
  • Enable laptop recycling and repurposing by wiping and re-configuring returned laptops
  • Maintain required level of documentation in Halp/JIRA tickets. Help build IT support knowledge base and user training material
  • Procurement and asset management, both end user devices and software licenses
  • Be an integral part in improving IT processes, updating procedures and policies
  • Work collaboratively with System Administrators, to get issues resolved

What We're Looking For

  • 2+ years of supporting users in remote or distributed teams across multiple time zones
  • Experience configuring enterprise SAAS based applications including Okta, Google Workspace, Slack, Zoom and Notion
  • Experience in onboarding/off boarding users and bringing on process improvements
  • Experience with asset management and procurement
  • Experience working within a ticketing system. Halp/Jira helpdesk experience preferred
  • Excellent communication and customer service skills
  • Although part of a distributed team, this role is required to be based from our San Francisco office (flexible hours)

How We Work

Freedom and Flexibility: At Loom, we believe work is an act, not a place. When we disengage work from a location, we can accommodate a broad range of life choices. You can choose to work from home or while you travel. If you are in the Bay Area, you can drop by our San Francisco office on 2nd and Market St. when reopens in Fall 2021. We are able to hire across the United States and Canada* and are continuing to expand our international presence. And you are free to move within a country without any adjustment to compensation.


Engaging Workday: The key to an engaging workday is finding the right balance between different ways to work sync, async, text and video. Loom makes it easier for us to say what we mean without having to schedule a zoom meeting or struggle to find the right words. And using async communication allows us to free up time for deep work every day. We believe there's a place for sync time - often a conversation on Zoom is exactly what is needed. For team meetings, this โ€˜sync timeโ€™ is typically between 9AM-Noon PT given where the overlap of timezones where Loommates are located.


Work-Rest Balance: The way we balance the fast-paced demands of a high-growth startup and sustainability is making rest a priority. We offer a flexible PTO policy so you're able to take time off when you need it. We also go fully offline once a year between Christmas and New Year (and twice during the Pandemic). Rest is also part of the workday, not just during PTO. Taking a break for personal commitments, whether it's watching the kids or getting some exercise is natural part of the workday.


Social Connection: Relationships and connectedness matter. We are intentional about building trust and relationships through unique, shared experiences. Our virtual workspace keeps us connected day-to-day whether it's through Looms celebrating wins or our buzzing Slack communities. Loommates are able to meet in person with their teams at least twice a year purely for fun. We're also building local offices for those who want to work or meet in person, starting with San Francisco and New York City in Fall 2021.


Perks at Loom

Competitive compensation and equity package

99% company paid medical, dental, and vision coverage for employees and dependents (for US employees)

Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA)

Healthcare reimbursement (for International employees)

Life, AD&D, Short and Long Term Disability Insurance

401(k) with 4% company matching

Professional development reimbursement

Mental health and wellness reimbursement

Gym reimbursement

Unlimited PTO

Paid parental leave

Remote work opportunities

Home office & technology reimbursement


Loom = Equal Opportunity Employer

We are actively seeking to create a diverse work environment because teams are stronger with different perspectives and experiences.


We value a diverse workplace and encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Loom are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.


#LI-REMOTE

โ€

โ€