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Senior IT Support

Mytra· Corporate IT
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Brisbane, CA$135k - $155kFull-timePosted 3w ago

About the role

Senior IT Support role within Mytra’s Corporate IT team, focused on formalizing IT support and governance, delivering a fast, reliable end-user experience, and becoming the trusted knowledge expert across core business applications.

Responsibilities

  • - Own the end-user support queue end to end (triage, prioritization, resolution, and escalation) and serve as the senior escalation point for complex, high-impact issues.
  • - Establish and maintain support standards, SLAs, ticket hygiene, and metrics (volume, resolution time, recurring categories, CSAT), and use them to drive real improvements.
  • - Manage device lifecycle support, including provisioning, imaging, MDM enrollment, and decommissioning, and lead the IT side of employee onboarding and offboarding.
  • - Serve as the company's knowledge expert across our core stack (Rippling, Google Workspace, Slack, Notion, Linear, Smartsheet, Ramp, Verkada, Zapier), providing deep support, configuration guidance, and best-practice coaching.
  • - Build and maintain a living knowledge base of runbooks and how-to guides that turn repeat problems into self-service, and mentor junior support staff to raise the bar on service quality.

Qualifications

  • - Have proven experience with macOS and Windows endpoint support, SaaS administration, and identity/MDM platforms (Rippling, Jamf, Intune, or Kandji), with 5+ years in IT support and at least 2 in a senior, lead, or escalation-point role.
  • - Have hands-on knowledge of core business applications and the ability to learn new tools deeply and quickly enough to become the person others rely on.
  • - Demonstrate a genuine service mindset (patient, responsive, and clear with non-technical colleagues) paired with the judgment to challenge thoughtfully and communicate with clarity and respect.
  • - Excellent written communication, with a track record of turning messy problems into documentation that prevents the next ticket.
  • - Proven ownership of a support queue or function, including SLA and metrics management.

Skills

Required:macOS and Windows endpoint supportSaaS administrationidentity/MDM platformsCore business applications knowledgecustomer service mindsetdocumentation and knowledge base

Benefits

  • - Competitive compensation and equity grants at a high-growth company backed by top-tier VCs
  • - Fully subsidized health coverage, including medical (baseline plans), dental, and vision for employees and dependents
  • - 401(k) plans and employer-subsidized life insurance
  • - Fully subsidized lunch and snacks at HQ
  • - Generous PTO and company-paid holidays, including one week over the winter break
  • - Voluntary pet insurance, Voluntary Life Insurance, Accident, Critical Illness, and Hospital Indemnity
  • - Fully subsidized tax advisory services and education to help you understand your equity
  • - Commuter benefits, including up to $150 monthly commuter benefit
  • - Lively, modern combined office and lab space for rapid iteration
  • - Fully equipped onsite gym and showers at headquarters
Last updated Oct 1, 2026. Interested? Apply on the company site.

About Mytra

Supercharged Industrial Productivity with Bots, Software, and Cells

Mytra radically simplifies the most common task in industry, moving and storing material with just three components.

AI OptimizedApplicationsCase PickCross DockDock BufferInfinite PathwaysInterfaceOutdoors
Company profileWebsite

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