Senior IT Support Engineer

Note: This is an onsite role that takes place in our Oakland office 5 days a week.

About the Job:

LaunchDarkly is hiring a Senior IT Support Engineer to own and evolve how IT support operates at scale. This role combines hands-on support with responsibility for designing, improving, and automating the systems that power employee support.

Design and improve IT support operations for the Oakland hub, with a focus on scalability, automation, and consistency, while also driving improvements that impact the broader global support model. This role is expected to identify inefficiencies, reduce manual work, and implement scalable solutions using automation and AI.

Success in this role means not only resolving issues, but fundamentally improving how support is delivered across the company.

Responsibilities:

• Own a defined set of end-to-end IT support operations within the Oakland hub, ensuring a reliable and high-quality in-office technology experience

• Resolve complex employee issues across endpoints, SaaS tools, identity systems, and workplace technology

• Design and improve onboarding, offboarding, and device lifecycle systems to reduce manual effort and increase consistency

• Identify patterns in support demand and lead initiatives to eliminate recurring issues through AI, automation, tooling, or system changes

• Lead the adoption of AI and automation in IT support, implementing solutions that improve response quality, reduce ticket volume, and expand self-service

• Define and improve support workflows, triage models, and documentation standards to increase team efficiency and scalability

• Act as a key contributor to the global support model, improving cross-regional handoffs and consistency of service

• Partner with Security, People, and Workplace teams to ensure IT systems are secure, compliant, and aligned with company needs

• Maintain and evolve knowledge base content to enable employees and IT teammates to resolve issues independently

• Use support metrics and trends to identify gaps and drive continuous improvement

About You:

You are an experienced IT engineer who is motivated by improving systems, not just resolving tickets. You look for patterns in support work, identify what is not working, and take action to fix it.

You are comfortable operating in environments where not everything is defined. You can assess current workflows, prioritize what matters most, and implement changes that make support more scalable and consistent.

You have experience reducing manual work through automation, scripting, or tooling, and you are interested in applying AI to improve how support is delivered. You are not satisfied maintaining inefficient processes and are willing to challenge existing tools or approaches when better solutions exist.

You work effectively both independently