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IT Support Engineer

TwelveLabs· Operations
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Hybrid (San Francisco)$118k - $140k + equityFull-timePosted 3w ago

About the role

TwelveLabs is hiring an IT Support Engineer to build, operate, and scale internal technology systems for a global, hybrid workforce. The role covers employee support, identity and access management, endpoint management, SaaS administration, automation, office technology, and IT operations, with a focus on onboarding/offboarding workflows, automation, and cross-team collaboration to maintain secure, compliant IT systems.

Responsibilities

  • Serve as a primary point of contact for employee technology issues across hardware, operating systems, identity, networking, SaaS applications, and corporate infrastructure.
  • Diagnose and resolve issues across macOS (with Windows and other devices as-needed).
  • Administer core IT platforms including identity providers, productivity suites, MDM, endpoint security tooling, networking, and enterprise SaaS applications.
  • Own and improve onboarding, offboarding, role changes, device provisioning, and application access workflows.
  • Build and manage secure, high-performing Wi-Fi and IT access systems for San Francisco & Seoul offices and future locations.
  • Build automation for provisioning, deprovisioning, access management, inventory, and other high-volume IT processes.
  • Use scripting, APIs, and automation platforms (Python, Bash, Okta Workflows) to eliminate repetitive tasks.
  • Manage identity and access across platforms (Okta, Google Workspace, GitHub, AWS, and enterprise SaaS apps).
  • Support office moves and reconfigurations, including logistics coordination.
  • Support endpoint configuration, compliance, patching, and lifecycle management through modern MDM platforms.
  • Evaluate, deploy, govern, and troubleshoot AI development and productivity tools used across the company.
  • Support security/compliance audits and maintain IT controls across SOC 2, CMMC/NIST 800-171, GDPR, ISO 27001.
  • Partner with Security, People Operations, and Legal & Compliance on access governance and IT controls.
  • Identify recurring issues and address them via automation, tooling, documentation, or systemic fixes.
  • Support office technology and networking, including AV systems, wireless networks, switches, and related infrastructure.
  • Manage global IT asset lifecycle: procurement, inventory, deployment, recovery, replacement.
  • Write and maintain internal IT documentation, runbooks, troubleshooting guides, and knowledge base content.
  • Drive technical escalations across internal teams or vendors.
  • Participate in on-call or escalation rotation for business-critical issues outside normal US hours.

Qualifications

  • 4+ years of experience in IT engineering, systems administration, corporate IT, endpoint engineering, or technical support.
  • Experience in a startup/high-growth tech environment supporting a distributed workforce across multiple countries/time zones.
  • Strong, methodical troubleshooting across endpoints, applications, identity systems, and networks.
  • Hands-on experience supporting macOS; working knowledge of Windows.
  • Experience administering identity platforms such as Okta, Google Workspace, or Microsoft Entra ID.
  • Experience with device management/configuration profiles, tooling, and MDM platforms (Kandji, Jamf, or Microsoft Intune).
  • Experience implementing IAM protocols (SSO, SAML/OIDC/OAuth 2.0) and access models (RBAC/ABAC).
  • Solid networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi, VPN/ZTNA, routing, switching).
  • Experience using Python, Bash, PowerShell, Go, APIs, or workflow automation.
  • Experience building/maintaining IT compliance controls for SOC 2, ISO 27001, NIST 800-171/CMMC, PCI DSS, GDPR.
  • Strong communication skills and ability to work with users of varying technical backgrounds.
  • Proactive, ownership-driven mindset with a focus on root-cause solutions.
  • Automation-first mindset with ability to manage multiple workstreams.

Skills

Required:macOS supportIdentity & Access Management (IAM)MDM & device managementAutomation & scriptingNetworkingSecurity & Compliance

Benefits

  • An open and inclusive culture and work environment
  • Work closely with a collaborative, mission-driven team on cutting-edge AI technology
  • Full health, dental, and vision benefits
  • Extremely flexible PTO and parental leave policy; office closed the week of Christmas and New Years
  • Monthly wellness stipend
  • Annual Learning & Development stipend
  • Global offices in San Francisco and Seoul, plus coworking memberships for remote team members
  • VISA support where applicable
  • Transportation stipend (SF & NY onsite only)
  • Daily meal support (SF & NY onsite only)
Last updated Oct 15, 2026. Interested? Apply on the company site.

About TwelveLabs

Video Intelligence Platform & API

TwelveLabs delivers enterprise video AI powered by multimodal intelligence. Search, analyze, and understand video across vision, audio, and language.

video AImultimodal intelligencesearchanalyzeunderstand video
Company profileWebsite

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