At Warby Parker, we’ve proven that businesses can scale, be profitable, and do good in the world. Now, we’re searching for a motivated IT Support Engineer to join our 70+ person Technology team to help take this mission to the next step.Our Technology Services team is all about figuring out why an issue exists, where its root cause lies, and how to implement a solution that allows people to self-solve in the future. (And we’ve seen success—as our company has grown, our incoming ticket count has decreased year over year.) In this role, you will use your technological savvy to tackle questions like these, engineer even smarter solutions, and support our Help Desk for two offices, two optical labs, and 250+ retail stores. Project to project, working here is an exciting opportunity to build products and services at the intersection of medical devices, e-commerce, retail, and fashion. Our ideal candidate exhibits thoughtfulness, confidence, and expertise when deploying a solution at all endpoints in a short period of time. They’re a big-picture thinker, which will help them oversee our fleet of roughly 4,500 iOS, 500 macOS, 2,000 ChromeOS, and 200 Windows devices. Most important: They’re an empathetic team player who can work cross-functionally to understand other teams’ needs and collaborate with stakeholders to engineer solutions. If you're a driven support engineer who takes your work seriously—but not yourself—you may be just what we're looking for. Read on!
What you’ll do:
- Support and manage our extensive SaaS catalog following SaaSOps best practices
- Execute on assigned tasks to continuously improve our automated user lifecycle management and zero-touch landscape
- Based on trending requests, collaborate internally and cross-functionally, engineering long-term solutions to reduce the number of incoming tickets and repetitive requests
- Work internally to enhance our tooling, providing a best-in-class user experience
- Manage, troubleshoot, resolve, and escalate requests to maintain high SLA resolution and response times
- Help improve our security posture by working alongside our Security Operations team
- Ensure business continuity by handling internet outages at our retail locations
- Investigate and troubleshoot complex networking anomalies
- Break down complex technologies and systems with notes, manuals, and walk-throughs for users of all kinds
- Initiate project inception research and testing, then connect with peers and senior team members to conceptualize and review your work
- Participate in a seven-day, on-call rotation for after-hours support
Who you are:
- Backed by 2+ years of experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
- Proficient in Windows and Google Workspace management—as well as macOS and ChromeOS environments
- Able to diagnose and troubleshoot basic technical and networking issues using industry-standard tactics and methodologies
- Highly knowledgeable about computer systems, mobile devices, and other tech devices
- A clear, coherent communicator who can provide step-by-step technical help, both written and verbal
- Familiar with major PaaS providers
- Comfortable with Bash, Python, JavaScript, and database languages
- A resilient problem-solver who can fail gracefully and recover quickly
- Not on the Office of Inspector General’s List of Excluded Individuals/Entities (LEIE)
Extra credit:
- Experience working in an optical lab or other product manufacturing environment
- Experience supporting Linux
- Cisco, Jamf, G Suite, and Microsoft certifications
- Knowledge of various network protocols: DNS, RADIUS, DHCP, OSPF, DMVPN, L2TP, IPSec, VPN, TCP/IP
Some benefits of working at Warby Parker for full-time employees:
- Health, vision, and dental insurance
- Life and AD&D Insurance
- Flexible vacation policy
- Paid Holidays
- Retirement savings plan with a company match
- Parental leave (non-birthing parents included)
- Short-term disability
- Employee Assistance Program (EAP)
- Bereavement Support
- Education Reimbursement
- Free eyewear
- And more (just ask!)
Warby Parker, in good faith, believes that the posted salary range is accurate for this role in New York at the time of posting. Warby Parker may pay more or less than the posted range based on factors such as relevant experience and skills, qualifications and location, among others. This range may be modified in the future. In addition to base salary, this role is also eligible to receive an equity bonus as part of the total compensation package. Details and eligibility will be discussed during the application process.
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About Us:
Warby Parker was founded with a mission: to inspire and impact the world with vision, purpose, and style.
We're constantly asking ourselves how we can do more and make a greater impact, and that starts by reimagining everything that a company and industry can be. We want to demonstrate that a business can scale while doing good in the world, without charging a premium for it. And we’ve learned that it takes creativity, empathy, and innovation to achieve that goal.
Since the day we launched in 2010, we’ve pioneered ideas, designed products, and developed technologies that help people see. We offer everything you need for happier eyes at a price that leaves you with money in your pocket, from designer-quality glasses and contacts to eye exams and vision tests, and you can meet us online, at our stores, or even in your home. Wherever and whenever you need it, we’re there to make exceptional vision care simple and accessible. (Delightful, too.)
Ultimately, we believe in vision for all, which is why for every pair of glasses or sunglasses we sell, a pair of glasses is distributed to someone in need through our Buy a Pair, Give a Pair program.
