Maps are no longer static. Our maps represent the ever-evolving world, accessing, aggregating, and adapting anonymous data from millions of sensors and phones in real-time. Mapbox has the exciting opportunity to power devices and products across the next frontier in location-based data, such as Internet of Things and AR/VR.
 
Whether you’re watching the delivery of your grocery order on Instacart, looking at a gym on ClassPass, sending your snaps on Snap, tracking your personal best on Strava, monitoring your gas budget on Metromile, or checking today’s forecast on The Weather Channel, Mapbox is the location and maps within those apps. We’re changing how people move by live-mapping the world. We are the developer platform for location.
 

What We Do

The IT team has the twin responsibilities of making the technology that every Mapboxer uses as effective and frictionless as possible while also optimizing the performance of our corporate technology stack. We do that by promoting secure, repeatable processes, supporting data wherever it lives, and delivering self-service solutions whenever possible.
 
Everyone at Mapbox is a customer, a stakeholder, and a partner. IT has a diverse range of functions, including laptop support, office networking, audio/visual administration, SaaS application integration, and end-user training.
 

What You’ll Do

Mapbox is looking for an experienced, customer-focused IT Services Administrator to join our IT team in San Francisco. Reporting to the Head of IT, you’ll focus on maintaining the health and performance of our SaaS IT services, while innovating by building workflows to leverage the synergies of our IT application stack. As part of a growing IT organization, you’ll also contribute to the helpdesk operations rotation in resolving requests in our ticketing system. In this role, you can expect to:
  • Work with your fellow Services Administrators to oversee our IT productivity and operations systems, including Okta, G Suite, Jamf, Cisco Meraki, Oomnitza, and Slack.
  • Automate, improve, and secure our IT environment by building tooling with SAML, SCIM, API scripting, and SaaS integrations.
  • Maintain the security of our devices, systems, and services through monitoring, alerting, and remediation. 
  • Respond to production incidents in our IT environment as part of an on-call rotation. Dive into the root causes of errors and devise solutions to them to keep us operationally excellent.
  • Triage and resolve IT operations tickets in our helpdesk system, initially as a first responder and then as an escalation point as our team grows.
  • Support the smooth onboarding of new hires and manage the full employee IT lifecycle. 
  • Help maintain our internal and user-facing documentation with clear, helpful, and insightful communication.
  • Participate in weekly sprints and IT projects, both as a contributor and a leader.

What We Believe are Important Traits for This Role

  • Experience in a multi-input, fast-paced IT organization that prioritizes customer service. You’ll need to juggle multiple items at once, and self-direction is key as you constantly re-evaluate which tasks are top of the list. Frequent context switching is the norm.
  • The ability to thrive in a judgement-free, partnership-driven team setting. Despite all of our differing roles and experience, we are a group of peers and act accordingly. Many key decisions are collaborations made by the team, rather than being handed down from up above.
  • Excellent spoken and written English skills, both technical and narrative. Most of our communication happens in Slack, ticket threads, and knowledge base posts, but a lot of it is face-to-face, too!
  • A love for problem solving, and a commitment to security. You dig into the root causes of issues, think outside the box, and have been told your solutions are “ingenious” on more than one occasion. But you never hack your way to success.
  • The capacity to unlearn many longstanding notions of how an IT organization should look like and what services should exist as you help us build a modern IT environment.
  • Familiarity with Agile frameworks to keep projects on track and delivered at velocity.
  • Experience in a macOS and with our IT tools and platforms of choice, including macOS and Windows 10, Okta SAML, GitHub, Slack, Google G Suite, Zoom, ticket management systems such as Zendesk, and scripting languages.

What We Value

In addition to our core values, which are not unique to this position and are necessary for Mapbox leaders: 
  • We value high-performing creative individuals who dig into problems and opportunities.
  • We believe in individuals being their whole selves at work. We commit to this through supportive health care, parental leave, flexibility for the things that come up in life, and innovating on how we think about supporting our people.
  • We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company.
  • We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply.
By applying for this position, you acknowledge that you have received the Mapbox Non-US Privacy Notice for applicants, which is linked here. Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Mapbox to process your application.
 
Mapbox is an EEO Employer - Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity
 
 

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