FaireIT Support Engineer
About this role
Faire is looking for an IT Support Engineer to join our IT Operations team in San Francisco. In this role, you'll deliver high-quality technical support to our employees while helping to scale and streamline IT services through automation, documentation, and process improvements.
This is more than a traditional support role. While you’ll be responsible for hands-on troubleshooting and equipment provisioning, we’re looking for someone who approaches problems with an engineering mindset - someone curious, proactive, and focused on impact. You’ll help design and improve support workflows, identify and resolve recurring issues, and work closely with our IT Engineering team to enhance our internal tools.
What you’ll do
- Serve as a point of contact for IT support for the San Francisco office and act as a global escalation point for complex or high-impact issues.
- Troubleshoot and resolve technical problems involving macOS devices, SaaS applications (Google Workspace, Slack, Atlassian, etc.), networking,A/V systems, and internal tools.
- Develop and document efficient, repeatable support workflows that improve employee experience and reduce manual effort.
- Create lightweight tools and automations (e.g., Python scripts, Jira automations) to improve IT team efficiency and service quality.
- Implement modern AI tooling to improve our service quality, speed, and accuracy.
- Collaborate with IT Engineering to escalate issues, provide feedback, and contribute to improving the reliability and supportability of systems and tools.
- Get to the bottom of issues through root cause analysis.
- Contribute to internal documentation and end-user guides to enable self-service and reduce support load.
Qualifications
- 3+ years in an IT support or technical operations role, preferably in a high-growth or fast-paced environment.
- Strong diagnostic and troubleshooting skills across macOS and cloud-based business tools.
- Ability to work independently and proactively to identify solutions.
- Takes a thoughtful approach to problem-solving, focusing on long-term solutions rather than quick fixes.
- Excellent communication and organizational skills; able to clearly convey technical information to both technical and non-technical stakeholders.
- Experience supporting A/V and conference room systems (Zoom Rooms).
- Demonstrated ownership mindset and a proactive approach to problem-solving.
- Strong knowledge of networking troubleshooting.
- Experience with enterprise IT platforms such as Fleet, Okta, Atlassian, Google Workspace, and Slack.
- Comfortable lifting up to 20kg.
- Ability to travel within North America and Europe as needed, and to adjust work hours occasionally to support international collaboration.
Salary Range
San Francisco, CA : the pay range for this role is $98,000 to $135,000 per year.
This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.