Support Engineer

Join a leading fintech company, Robinhood, in democratizing finance for all. We are seeking a Support Engineer to join our Westlake Support Engineering team and contribute to Robinhood’s growth. You will collaborate closely with Robinhoodies across multiple offices. The ideal candidate is an excellent communicator, adaptable, and eager to learn in a high-velocity environment, empowering our technical ecosystem while growing their IT skills. This role is located in the office, aligning with our in-office working environment.

What you’ll do:

• Act as the first point of contact to resolve and assist Robinhood employees with technical issues including software and hardware, mainly macOS platform.
• Support Enterprise software and applications and provide support/resolution for a wide variety of services.
• Advance high-priority problems or outages to other internal teams for immediate resolution.
• Own the follow-through, communication, and updates throughout.
• Work with Robinhood employees to fix various infrastructure on-site, remote connectivity, and access issues (WiFi, Zscaler, VoIP, etc.).
• Carry out onboarding and offboarding tasks, including hardware setup, access management, and asset management, and develop process improvements.
• Participate in Release and Change Management as new solutions are deployed to the employee community. Explain the benefits, provide education, and solve issues.
• Help roll out new security releases and resolve software and hardware-related compatibility problems.
• Drive continuous improvement around processes and employee happiness. Identify trends to find opportunities for positive change.
• Use insights gained through direct support and data analysis to improve user journeys and prioritize solutions.

What you bring:

• Previous enterprise technical support experience: Google Workspace, Okta, Slack, etc.
• Excellent customer service and troubleshooting abilities in in-person and remote-working environments.
• Comfortable problem-solving with multiple operating systems, mainly macOS (iOS, Android, Linux, Windows).
• Previous experience with MDM solutions.
• Ability to administer and solve: VPNs, password managers, two-factor authentication, single sign-on, and security protocols.
• All levels of support recommended (Tier 1, Tier 2, & Tier 3).

What we offer:

• Market competitive and pay equity-focused compensation structure
• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for personal wellness, learning and development, and more!
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Generous time away including company holidays, paid time off, sick time, parental leave, and more!
• Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits

We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission-we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting.