Warby Parker is on the lookout for a well-rounded Support Engineer to join our Technology Services team. Our team focuses on identifying the root causes of recurring operational challenges & building tools that empower users to self-solve. As our organization has grown, weve successfully reduced the volume of incoming support requests year over year. Now, were seeking someone with the technical expertise to help us design smarter, more sustainable support systems.

Our ideal candidate is a big-picture thinker with a passion for problem-solving. They excel at deploying scalable solutions across our fleet of approximately 4,500 iOS devices, 500 macOS devices, 2,000 ChromeOS devices, & 250 Windows devices. They thrive in collaborative environments, working closely with stakeholders to engineer tools & processes that enhance productivity. Sound like you? Read on!

What youll do

• Design & implement scalable solutions to improve our SaaS ecosystem, leveraging SaaSOps best practices
• Develop & refine automation for user lifecycle management, reducing manual toil
• Identify trends in recurring requests & engineer innovative tools & systems to reduce ticket volumes
• Collaborate with cross-functional teams to enhance internal tooling & deliver a best-in-class user experience
• Partner with the Security Operations team to improve our security posture through engineered solutions
• Engage with New Store Opening Team to ensure proper turn over of new retail store locations
• Ensure business continuity by implementing resilient network systems & addressing outages in retail locations
• Investigate & resolve complex infrastructure & networking issues, contributing to continuous improvement initiatives
• Translate complex systems into clear, user-friendly documentation & training materials
• Lead projects from research & testing through deployment, ensuring solutions align with organizational goals
• Participate in a seven-day, on-call rotation for after-hours support

Who You Are:

• 1+ years of experience in roles such as Technical Support Engineer, Desktop Support Engineer or similar, with a focus on scalable solutions & 1+ years in a customer-facing service role
• Proficient in Jamf Pro & G Suite administration, & experienced in managing Windows, Linux, macOS, & ChromeOS environments
• Familiarity with network protocols such as DNS, DHCP, VPN, & TCP/IP
• Skilled in diagnosing & addressing technical & networking issues using industry-standard methodologies
• General understanding of scripting languages like Bash, Python, or JavaScript, & familiarity with database languages
• A clear communicator who can simplify technical concepts for diverse audiences
• Resilient & resourceful, capable of learning from failure & iterating quickly

Extra Credit:

• Advanced knowledge of Windows management, including Active Directory (AD), MDM, & GPOs
• Certifications in Cisco, Jamf, G Suite, ITIL, or Microsoft technologies
• Comfortable working with PaaS providers & contributing to their optimization
• Experience with building monitoring & alerting systems or CI/CD pipelines

Some benefits of working at Warby Parker for full-time employees:

• Health, vision, & dental insurance
• Life & 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!)