Conductor is a leading Website Optimization & Intelligence platform. Todays top brands use Conductor to create & optimize digital experiences that get found organically in search engines & drive value for customers. The platform provides actionable SEO, content, & technical website intelligence paired with real-time website monitoring to help customers accelerateand protectdigital growth.

Conductor is a mission-driven company with a commitment to innovation, customer success, & culture. For Conductor, success is improving the lives of all the people in our orbitour customers, our customers' customers, our employee-owners, & our communities.

As a Senior Technical Support Engineer in the Corporate IT department, you will be responsible for providing all levels of technical support to approximately 300 employees globally, ensuring the smooth & efficient operation of IT systems & services. You will act as the primary point of contact for escalated issues, assist with the deployment & maintenance of hardware/software, & provide expert troubleshooting for a variety of technical issues across multiple platforms. Your role will be crucial in enhancing the productivity & operational efficiency of the companys workforce.

Key Responsibilities:

• Technical Support:  Provide expert-level technical support for corporate IT systems, including but not limited to software, hardware, networking, & cloud services. Resolve both level I & complex technical issues in a timely manner, ensuring minimal disruption to employee productivity.  Maintain performance of computer systems. Assist in setting up A/V equipment for All Hands meetings & Town Halls
• Escalation Management:  Collaborate with other teams as necessary to troubleshoot & resolve high-complexity issues.
• Employee Support:  Assist employees with onboarding, offboarding, & day-to-day IT needs, including troubleshooting desktop/laptop issues, configuring software, & supporting various SaaS applications. Provide remote assistance via ticketing systems, email, chat, or phone.
• System Administration & Maintenance:  Support & maintain IT systems, including IDP / user account management, network configuration, Shared Workspaces (e.g. Google Workspace) MDM, VPN, & other tools used by the employees. Ensure performance, availability, & security of all corporate systems.
• Documentation & Knowledge Base: Create & maintain detailed documentation for IT procedures, workflows, troubleshooting guides, & internal policies. Develop & manage a knowledge base for frequently encountered issues to improve efficiency & self-service for employees.
• Software Deployment & Configuration: Assist in the deployment, configuration, & management of software tools & applications used by employees. Ensure seamless integration of these systems with existing IT infrastructure.
• Security & Compliance: Help ensure that company IT systems remain secure & compliant with relevant security protocols & best practices. Identify potential vulnerabilities & assist with mitigation (including patch management) with all internal IT systems. 
• Collaboration & Training: Collaborate with cross-functional teams, including HR, security, & development, to ensure IT needs are aligned with corporate goals. Train employees on various systems & solutions Install, modify, & repair computer hardware & software
• Global IT Support:Offer support across different time zones, ensuring global employee needs are met. Handle IT-related issues for employees across multiple offices or remote locations.

Required Skills & Qualifications:

• Experience:
• 5+ years of experience in technical support or IT operations in a corporate environment, preferably in a SaaS company.
• Proficiency in managing & administering Google Workspace, including user account management, access control, & security settings.
• Strong experience supporting & troubleshooting SaaS applications, remote working tools (e.g., Zoom, Slack), & other cloud-based technologies.
• Proven experience supporting end-user hardware (Mac, PC, networking, & security systems.
• Experience with Okta & Active Directory (AD) for user provisioning, identity management, & single sign-on (SSO) integration.
• Technical Expertise:
• In-depth knowledge of end-user operating systems (MacOS, Windows) & the ability to provide troubleshooting support across these platforms.
• Strong understanding of networking concepts, VPN technologies, firewalls, DNS, etc.
• Familiarity with endpoint management tools (e.g., Mosyle, Intune).
• Proficiency in scripting & automation to streamline support processes.
• Problem-Solving & Communication:
• Excellent troubleshooting skills & ability to resolve from basic to complex IT issues efficiently.
• Strong written & verbal communication skills, with the ability to explain technical issues in a clear & concise manner to non-technical staff.
• Collaboration & Customer Service:
• Ability to work independently & collaboratively with cross-functional teams to resolve issues.
• High level of customer service & the ability to foster positive relationships with employees at all levels.
• Global Support & Adaptability:
• Experience working in a global IT environment, supporting users across different time zones & regions.
• Adaptability to a fast-paced & evolving SaaS environment.
• Certifications (Optional):
• CompTIA A+, Network+, or other relevant IT certifications.
• Microsoft Certified Solutions Associate (MCSA), ITIL, or similar certifications are a plus.

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Compensation: Conductor maintains competitive, performance-based compensation programs. 

The NYC base salary range for this role is currently $70,000 - $100,000 per. year.  

Benefits: Conductor offers the following attractive benefits & perks including: 100% covered employee medical plan, a dental & vision plans, 401(k) with employer contribution, an unlimited vacation policy, 10 sick days, short-term disability, long-term disability, generous paid parental leave, employee assistance program, flexible savings accounts, paid holidays, life & accidental death insurance, & a host of perks.

Conductor is an equal opportunity employer. We celebrate diversity & are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives & challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, & stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, & business needs. 

Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, & related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance.  In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations & ordinances where a particular employee works.