Support Engineer II

Warby Parker is on the lookout for a well-rounded Support Engineer to join our Technology Services team. Our team focuses on identifying the root causes of recurring operational challenges and building tools that empower users to self-solve. As our organization has grown, we've successfully reduced the volume of incoming support requests year over year. Now, we're seeking someone with the technical expertise to help us design smarter, more sustainable support systems.

Our ideal candidate is a big-picture thinker with a passion for problem-solving. They excel at deploying scalable solutions across our fleet of approximately 4,500 iOS devices, 500 macOS devices, 2,000 ChromeOS devices, and 250 Windows devices. They thrive in collaborative environments, working closely with stakeholders to engineer tools and processes that enhance productivity. Sound like you? Read on!

What you'll do

• Design and implement scalable solutions to improve our SaaS ecosystem, leveraging SaaSOps best practices
• Develop and refine automation for user lifecycle management, reducing manual toil
• Identify trends in recurring requests and engineer innovative tools and systems to reduce ticket volumes
• Collaborate with cross-functional teams to enhance internal tooling and deliver a best-in-class user experience
• Partner with the Security Operations team to improve our security posture through engineered solutions
• Engage with New Store Opening Team to ensure proper turn over of new retail store locations
• Ensure business continuity by implementing resilient network systems and addressing outages in retail locations
• Investigate and resolve complex infrastructure and networking issues, contributing to continuous improvement initiatives
• Translate complex systems into clear, user-friendly documentation and training materials
• Lead projects from research and testing through deployment, ensuring solutions align with organizational goals
• Participate in a seven-day, on-call rotation for after-hours support

Who You Are:

• 1+ years of experience in roles such as Technical Support Engineer, Desktop Support Engineer or similar, with a focus on scalable solutions and 1+ years in a customer-facing service role
• Proficient in Jamf Pro and G Suite administration, and experienced in managing Windows, Linux, macOS, and ChromeOS environments
• Familiarity with network protocols such as DNS, DHCP, VPN, and TCP/IP
• Skilled in diagnosing and addressing technical and networking issues using industry-standard methodologies
• General understanding of scripting languages like Bash, Python, or JavaScript, and familiarity with database languages
• A clear communicator who can simplify technical concepts for diverse audiences
• Resilient and resourceful, capable of learning from failure and iterating quickly

Extra Credit:

• Advanced knowledge of Windows management, including Active Directory (AD), MDM, and GPOs
• Certifications in Cisco, Jamf, G Suite, ITIL, or Microsoft technologies
• Comfortable working with PaaS providers and contributing to their optimization
• Experience with building monitoring and alerting systems or CI/CD pipelines

Some benefits of working at Warby Parker for full-time employees:

• Health, vision, and dental insurance
• Life and AD&D Insurance
• Flexible vacation policy
• Paid Holidays
• Retirement savings plan with a company match
• Parental leave (non-birthing parents included)
• Short-term disability
• Employee Assistance Program (EAP)
• Bereavement Support
• Education Reimbursement
• Free eyewear
• And more (just ask!)