Senior IT Support Engineer

1Password

Senior IT Support Engineer resolving complex employee technology issues at cybersecurity company 1Password. Improving support through AI, automation, workflows, and self-service.

Posted 9/4/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $109,000 - $153,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex IT issues, improving support workflows, and leveraging AI tools for automation and knowledge creation. Proven ability to collaborate across teams and measure support improvement metrics effectively.

Highest-signal resume keywords

5+ Years IT Support ExperienceTroubleshooting Complex IssuesWorkflow Automation Using ToolsIdentity And Access ManagementClear Communication And Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingWorkflow AutomationSaaS SupportTechnical IntegrationsSupport Metrics AnalysisBasic ScriptingAPIs

Soft Skills

Clear CommunicationCollaboration

Tools & Technologies

Ticketing SystemsKnowledge BasesService CatalogsConsoleWorkatoTines

Industry Keywords

Internal IT SupportWorkplace TechnologyIT OperationsEndpoint ManagementService-Management Administration

About the role

Key responsibilities & impact

Own complex, ambiguous, or sensitive employee technology issues through resolution
Coordinate with Identity, Endpoint, Security, Infrastructure, and Enterprise Systems teams when needed
Participate in a regular support queue rotation while maintaining dedicated time for service improvements
Build and maintain AI-assisted playbooks, automations, triage workflows, knowledge resources, and self-service experiences
Improve onboarding, access, device, and software support workflows
Identify recurring support problems and create durable improvements to processes, workflows, or services
Establish baselines and measure support improvement impact, including resolution quality, time to resolution, repeat demand, automation success, and employee experience
Help teammates adopt effective support practices
Make sound decisions about automation, human review, specialist escalation, verification, approval, access, and privacy controls
Report to the Team Lead, IT Support and work with teams across multiple time zones

Requirements

What you’ll need

5+ years of experience in internal information technology (IT) support, workplace technology, IT operations, or a related field
Troubleshooting complex issues across identity and access, devices, software, SaaS, and workplace applications
Experience using ticketing systems, knowledge bases, service catalogs, and support workflows
Ability to build or improve workflow automations using tools such as Console, Workato, Tines, or similar platforms
Ability to apply AI tools to investigate issues, create knowledge, improve support, or automate routine work while recognizing when human review is needed
Ability to use support metrics such as resolution quality, time to resolution, repeat demand, self-service completion, and employee feedback
Clear communication of technical issues and ability to collaborate across teams
Experience with basic scripting, APIs, or technical integrations is a bonus
Experience with identity and access management, endpoint management, or service-management administration is a bonus
Experience supporting distributed teams across multiple time zones is a bonus
Must already be legally authorized to work in the United States; 1Password will not offer work authorization, relocation assistance, or visa sponsorship/transferring

Benefits

Comp & perks

Health benefits
Dental benefits
401(k)
Generous paid time off (PTO)
Equity grant
Incentive programs, where applicable
Maternity and parental leave top-up programs
RSU program for most employees
Retirement matching program
Free 1Password account
Paid volunteer days
Peer-to-peer recognition through Bonusly
Remote-first work environment
Travel for in-person engagement, including department-wide offsites, team meetings, and customer/industry events