Senior IT Support Engineer

1Password is growing. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing. About 1Password At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Unified Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work. If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future. The IT Support team helps employees get the technology they need to do their best work. As a Sr. IT Support Engineer, you’ll combine hands-on troubleshooting with artificial intelligence (AI), automation, and better support workflows to resolve complex issues and improve the employee technology experience. Your work will help make support faster, more reliable, and easier to use while reducing recurring problems across the organization. Reporting to the Team Lead, IT Support, this role is based in the United States and works with teams across multiple time zones. How we’re using AI today Our Engineering, Product, and Design teams are thoughtfully integrating AI across the full software and product development lifecycle to move faster without sacrificing quality or security. In practice, that looks like engineers using AI-assisted coding tools to accelerate reviews and catch bugs earlier, product managers synthesizing user research at scale, and designers rapidly prototyping and iterating with AI-generated mockups. We approach AI the same way we approach security: with clear principles, human accountability at every consequential decision point, and rigorous evaluation before anything ships to customers. This is a remote opportunity within the US. What we're looking for: • Bring 5+ years of experience in internal information technology (IT) support, workplace technology, IT operations, or a related field. • Troubleshoot complex issues across identity and access, devices, software, software as a service (SaaS), and workplace applications. • Use ticketing systems, knowledge bases, service catalogs, and support workflows to manage and improve employee support. • Build or improve workflow automations using tools such as Console, Workato, Tines, or similar platforms. • Apply AI tools to investigate issues, create knowledge, improve support, or automate routine work while recognizing when human review is needed. • Use support metrics such as resolution quality, time to resolution, repeat demand, self-service completion, and employee feedback to evaluate improvements. • Communicate technical issues clearly, collaborate effectively across teams, and provide thoughtful support during sensitive or ambiguous situations. Bonus points for: • Experience with basic scripting, application programming interfaces (APIs), or technical integrations. • Experience with identity and access management, endpoint management, or service-management administration. • Experience supporting distributed teams across multiple time zones. What you can expect: • Own complex, ambiguous, or sensitive employee technology issues through resolution, coordinating 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 the process, workflow, or service behind them. • Establish baselines and measure the impact of support improvements, including resolution quality, time to resolution, repeat demand, automation success, and employee experience. • Help teammates adopt effective support practices and make sound decisions about automation, human review, specialist escalation, verification, approval, access, and privacy controls. USA-based roles only: The annual base salary for this role is between $109,000 USD and $153,000 USD, plus immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs. At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set. This posting is for an existing vacancy. Our culture At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone https://blog.1password.com/inside-the-culture-powering-1passwords-next-chapter/. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are k