IT Support Engineer - Remote Eligible

IT Support Engineer

As an IT Support Engineer at Bezos Academy, you thrive in ambiguity, take ownership, and solve problems end to end. You'll work hands-on across our entire technology stack—from endpoint support to SaaS workflows—and play a key role in building the processes, automation, and documentation that will scale our support model as we grow.

Your experience and excellent communication skills will be essential in providing end-user technical support across SaaS, PaaS, and end-user computing devices that empower our organization to expand rapidly. You take full ownership of issues: documenting each step, resolving what you can, and ensuring escalations include complete context—not just a handoff. Every interaction reflects your commitment to customer satisfaction, with a focus on user education, continuous improvement, and data security.

As part of a small, high-impact team, you'll work at every level—from designing workflows and building automation to providing strategic and operational support. Your contributions will help establish the foundation for Technology Services, not only in terms of the tools we use, but also through policy development and team culture. Above all, you are motivated by our mission to expand access to high-quality preschool in underserved areas and are eager to support us as we scale.

Location

• Flexible in the United States
• Ability to work on Eastern time zone (availability 9am – 5pm ET)

Compensation & Benefits

• This is a full-time (40 hours per week), benefits-eligible, non-exempt/hourly position.
• The full pay range for this position, across all United States geographies, is $36 - $71 per hour (~ $74,000 - $148,000 per year) The upper portion of the pay range is typically reserved for employees who have been in the role for multiple years and have demonstrated strong performance over time. Starting compensation will vary by location, qualifications, and prior experience; during the interview process, candidates will learn the starting pay range applicable for their location.
• This role includes 15 paid days of vacation, 4 days of paid personal time off, 7 paid days of sick (care) time, 9 paid holidays, 5 paid days off for an organization-wide winter break, and additional time off if required by applicable law. Benefits for this role include medical, dental, and vision insurance, life insurance, disability insurance, a 401(k) plan with a 4% employer contribution match, paid parental leave, an employer-matched flexible spending account for dependent care, and more. Please see here for details.

Minimum Qualifications

• Bachelor's degree or equivalent experience
• Two or more years of experience in information technology, IT support, and/or SaaS/PaaS support
• Experience supporting both Mac and Windows environments
• Experience with direct technical support including chat, phone, email, and/or hands-on support
• Proven ability to troubleshoot and resolve hardware, software, and mobile device issues
• Exceptional communication and customer service skills, with a proven ability to convey complex technical concepts clearly to non-technical stakeholders
• Experience with at least one programming/scripting language (e.g., PowerShell, Python, Bash, etc.)
• Experience with the Microsoft Office 365 suite of tools (Mail, Intune, Azure AD)
• Ability to speak, read, and write English fluently

Preferred Qualifications

• Working knowledge of information security best practices in a cloud / SaaS environment
• Experience in account management, creation, and/or identity access management
• Working knowledge of Layer 1 and Layer 2 network troubleshooting (such as cabling, port configuration, Dynamic Host Configuration Protocol, and switch-level diagnostics)
• Experience supporting Meraki firewalls and switches, including troubleshooting via Meraki Dashboard
• Exemplary organizational skills and detail orientation
• Comfort working in a dynamic, high-growth startup environment