Senior IT Support Engineer

Join Altana, a fast-scaling, AI-forward company, as a Senior IT Support Engineer. In this role, you will be the escalation point for our frontline service desk, own complex problems, and influence technology decisions. You will also partner closely with our security team and be an internal champion for AI-driven IT. Responsibilities include providing L2 IT engineering support, maintaining the service desk, managing our SaaS portfolio, and leveraging AI and automation to improve service quality.

• Provide L2 IT Engineering Support and serve as the escalation point for the service desk, taking on complex, high-stakes tickets that need deeper expertise.
• Maintain and evolve the service desk and service catalog so our offerings keep pace with a fast-growing, fast-changing organization.
• Leverage AI and automation to eliminate routine work, resolve issues faster, and raise the quality of service across the organization.
• 4+ years of real-world IT support experience in a fast-paced environment, supporting 250+ end users
• Clear, patient communication with both technical and non-technical people, and a commitment to white-glove customer service
• Hands-on depth across the modern IT stack: MDM (Iru, Intune, or Jamf), identity and SSO (Okta, Entra), core networking, and day-to-day macOS and Windows administration
• A high sense of ownership: you work independently with minimal oversight, juggle multiple projects, and prioritize effectively while staying aligned with the team's goals
• A track record of owning and delivering projects with major organizational impact
• Bachelor’s or Master’s in Computer Science, Data Science, or equivalent experience
• A passion for enabling the organization to accomplish its mission through AI and modern support technology, from LLM assistants to AI-driven ITSM
• CompTIA A+, Network+, Security+, or ITIL certifications
• Experience automating tasks with Python, PowerShell, or Bash
• Experience supporting a globally distributed team
• Experience at a startup or in a high-growth environment