About TensorWave

Our mission is simple: deliver seamless, secure, reliable, and resilient AI compute at scale. We've built a versatile cloud platform that eliminates infrastructure barriers, empowering builders to focus on innovation instead of fighting their stack. Because breakthrough AI should move at the speed of ideas, not infrastructure.

About the Role

We’re looking for a Tier 2 IT Support Engineer to join our team during an exciting phase of growth. In this role, you’ll be responsible for resolving escalated technical issues and administering the systems, devices, and applications that keep our employees productive and secure, working closely with cross-functional partners to support business objectives while upholding our standards for excellence, collaboration, and impact. You’ll report to the Head of IT and serve as the escalation point for employee technology support across our offices, data center sites, and remote teams.

What You’ll Do

Serve as the escalation point for Tier 1 and employee support requests, owning complex hardware, software, access, and network issues through resolution

Administer Google Workspace and Microsoft 365, including user lifecycle, licensing, groups, shared drives, and security settings

Manage the macOS and Windows device fleet through MDM, including enrollment, configuration profiles, OS and application patching, and compliance enforcement

Own onboarding and offboarding workflows in partnership with People Operations, including Rippling provisioning, account setup, and hardware deployment and recovery

Administer identity and access across our SaaS stack, including SSO, MFA, role-based access, and periodic access reviews

Support security and compliance programs by maintaining audit evidence, enforcing IT policies, and remediating findings

Troubleshoot network, Wi-Fi, conferencing, and peripheral issues for employees in our offices, at data center sites, and working remotely

Manage the IT ticket queue against response and resolution targets, and communicate service incidents and required updates clearly to the company

Automate repetitive tasks with scripting (Bash, Python, PowerShell, or Google Apps Script) to reduce manual work and improve consistency

Maintain IT asset inventory and software licenses, and manage vendor relationships, procurement requests, and support cases

Create and maintain runbooks, knowledge base articles, and system documentation in Confluence

Who You Are

Required Qualifications

3+ years of experience in IT support or systems administration, including escalation level (Tier 2) support

Hands-on administration experience with Google Workspace, Microsoft 365, or both

Experience managing macOS devices with an MDM platform such as Jamf, Kandji/Iru, Intune, or Rippling

Working knowledge of identity and access management, including SSO, SAML, MFA, and SCIM provisioning

Solid networking fundamentals, including DNS, DHCP, VPN, Wi-Fi, and firewalls

Strong troubleshooting and communication skills, with the ability to explain technical issues clearly to non-technical users

Ability to manage priorities effectively and operate with autonomy in a fast-paced, evolving environment

Preferred Qualifications

Experience in a high-growth technology company, cloud provider, or data center environment

Demonstrated success automating IT workflows with scripting or no-code tools

Familiarity with Rippling, Slack administration, and Atlassian tools (Jira Service Management, Confluence)

Experience supporting security compliance frameworks such as ISO 27001 or SOC 2

Relevant certifications, such as CompTIA A+, Network+, Security+, Apple Certified Support Professional, or Google Workspace Administrator

What We Offer

Stock Options

100% paid Medical, Dental, and Vision insurance for Employees

Company Health Savings Account Contributions

100% paid Short Term and Long Term Disability Insurance for Employees

Life and Voluntary Supplemental Insurance Options

Other Insurance Options, such as Pet & Legal Insurance

Various Supplementary Health Benefits, such as discounted Virtual Healthcare Appointments and Serious Illness Support