Business Technology Support Engineer

Something about us...

App Annie is the industry's most trusted mobile data and analytics platform. Our mission is to help customers create winning mobile experiences and achieve excellence. We created the mobile app data market and are committed to delivering the industry's most complete mobile performance offering. More than 1,300 enterprise clients and 1 million registered users across the globe and spanning all industries rely on App Annie as the standard to revolutionize their mobile business. We are a global company, headquartered in San Francisco but as a "remote" first company, we care about your results and not your location.

Along with a market-defining product, we take great pride in our culture and values and strive to embody them daily! We set a high bar for our success and have made Excellence as our standard, hold each other Accountable, continuously push Innovation and Win with Style.

What can you tell your friends when they ask you what you do?

I deliver world-class technical support and a premium customer service experience. Some might call me the go-to person and the face of the BT Team. I thrive in a fast-paced environment, from onboarding and offboarding new hires, configuring new hardware, to supporting our users handling tickets and service requests.

You will be responsible for and take pride in...

Our Global BT team works cross-functionally with our Engineering, Security/Compliance, People, and the Workplace teams. As a BT Support Engineer, you will play an integral part in handling support tickets and service requests, escalations to resolve time-sensitive BT issues, and providing a premium employee experience for our users. Your passion and willingness to help will directly impact Business Technology services and operations.

• Experience in a fast-paced tech startup environment.
• 5+ years of relevant Business Technology/IT support with a strong background in macOS, iOS, Android, and Windows.
• Experience with Access Management and support for 80+ SaaS platforms via SSO (Onelogin, Okta, or similar service).
• Experience with ticketing systems such as FreshService, Zendesk, or ServiceNow.
• AV support, video conferencing software, and industry-related onsite/offsite events.
• Work with an effective global BT team on projects to help standardize and streamline global IT support and productivity.
• Experience in BT strategic planning, global office build-outs, and deployment of company-wide BT solutions.
• Document BT procedures and processes for internal Technology knowledge base and support links.
• Manage company directory including deployment of all apps and role structures.

You should recognize yourself in the following...

• Take pride in managing new-hire onboarding/offboarding and hosting Technology orientations.
• Extremely detail-oriented in inventory management including assignments, transfers, and depreciation.
• Excellent written and verbal communication skills.
• Strong ability to manage multiple projects and tasks with a team or independently with great efficiency.
• Ability to maintain composure in high-pressure situations.
• Positive attitude and a big appetite to enhance and provide world-class executive/employee experience.
• Be a team player and build strong partnerships.
• BA/BS Degree, advanced degree preferred, or equivalent work experience.

This is what we offer...

• We provide a $1,000 WFH allowance to set you up for remote work success.
• Internet allowance for stable internet connection, so your video does not freeze on Zoom.
• Flexible working days. We love to meet, but if you need to get your kids behind school-zoom, need to leave early to get to your band repetition or gym classes, do your thing.
• Paid leave, so long as you promise to come back!
• Health and dental benefits.
• An international team of talented and engaged people from different cultural backgrounds and locations.
• Wellbeing allowance for any activity that matters to your wellbeing; (online) gym classes, fitness equipment, mindfulness apps, or even childcare support!
• Unlimited access to the online learning platform Udemy to help you develop your skills.
• Virtual initiatives and events to keep you connected with your colleagues.
• Generous employee referral bonus. Up to $10,000 on specific roles.
• 90 day Passport Program that gives you the opportunity to live/work from a destination of your choice up to 3 months' (90-days) time!

Yes, I want this job!