Mapbox is the leading real-time location platform for a new generation of location-aware businesses. Mapbox is the only platform that equips organizations with the full set of tools to power the navigation of people, packages, & vehicles everywhere. More than 3.9 million registered developers have chosen Mapbox because of the platforms flexibility, security, & privacy compliance. Organizations use Mapbox applications, data, SDKs, & APIs to create customized & immersive experiences that delight their customers.

What We Do

The IT team has the twin responsibilities of making the technology that every Mapboxer uses as effective & 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, & delivering self-service solutions whenever possible.

Everyone at Mapbox is a customer, a stakeholder, & a partner, often all at the same time. IT has a diverse range of functions, including incident response, laptop support, office networking, audio/visual administration, SaaS application integration, new hire orientation, & end-user training.

What Youll Do

Mapbox is a global organization with offices in North America, Europe, & Asia, & our IT team provides excellent support & services for our offices worldwide. You will join the local IT team to support a high-growth employee base in the region, as well as help maintain a follow-the-sun support model with your IT colleagues in other offices & develop solutions that contribute to the high velocity of Mapbox as a whole. Reporting to the IT Operations Manager, your primary responsibilities lie in the areas of IT & Security Operations, helping ensure the optimal health of systems & servicesboth on premises & in the cloudwhile also assisting our employees with maintaining consistent, effective processes that optimize for usability & security. 

In this role, you can expect to:

• Collaborate with the rest of the IT team to manage inbound support requests & incidents, & resolve them according to our service level agreements.
• Provide superior customer support in-person, in our ticketing system, & via chat. Provide the skills for our employees to effectively use our corporate tools & become IT advocates.
• Support the smooth onboarding of new hires & manage the full employee IT lifecycle. 
• Setup, maintain, & strengthen the in-office LAN, WiFi, audio-visual, conferencing, & computing systems.
• Identify trends in request tickets & help build automation & process improvements to make the system work better over time & intelligently reduce risk.
• Secure configuration & access management of our operational production endpoints in AWS, GitHub, Google Cloud, G Suite, Okta, & other systems of record.
• Participate in weekly sprints & IT projects, both as a contributor & as a leader.

What We Believe are Important Traits for This Role

• 5+ years of experience in a multi-input, fast-paced IT support organization that prioritizes customer service, security & innovation.
• The ability to thrive as a regional operator in a geographically diverse team. While Mapbox deeply values team support & interaction, most forms of team communication will not be in real time. 
• Comfortable working in spoken & written English.
• A love for problem solving, & a commitment to frictionless risk reduction. You dig into the root causes of issues, think outside the box, & strive for secure by default whenever possible.
• Experience configuring & maintaining common small office networking products. 
• Familiarity with Agile frameworks to keep projects on track & delivered at velocity.
• Experience with our IT tools & platforms of choice, including macOS, Windows, Ubuntu, Okta SAML, GitHub, Slack, Google G Suite, Jamf, Zoom, & ticket management systems.

What We Value

In addition to our core values, which are not unique to this position & are necessary for Mapbox leaders: 

• We value high-performing creative individuals who dig into problems & 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, & innovating on how we think about supporting our people.
• We emphasize an environment of teaching & learning to equip employees with the tools needed to be successful in their function & the company.
• We strongly believe in the value of growing a diverse team & encourage people of all backgrounds, genders, ethnicities, abilities, & sexual orientations to apply.

Mapbox is an EEO Employer - Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity