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IT Engineer

San Mateo, CA

About Us:

At Fireworks, we’re building the future of generative AI infrastructure. Our platform delivers the highest-quality models with the fastest and most scalable inference in the industry. We’ve been independently benchmarked as the leader in LLM inference speed and are driving cutting-edge innovation through projects like our own function calling and multimodal models. Fireworks is a Series C company valued at $4 billion and backed by top investors including Benchmark, Sequoia, Lightspeed, Index, and Evantic. We’re an ambitious, collaborative team of builders, founded by veterans of Meta PyTorch and Google Vertex AI.

Role Description:

We’re looking for an IT Engineer that is obsessed with the AI movement and is always looking for any opportunity to automate. In this role, you’ll handle technical support requests, and help drive employee satisfaction by resolving issues quickly and effectively. You’ll play a key part in identifying automation opportunities, addressing IT issues and inquiries, and collaborating with department heads to help catalog challenges that have automation opportunities. This role is ideal for someone who thrives in a fast-paced, user-facing environment and enjoys learning something new every day.

Key Responsibilities: 

  • Own and drive resolution for employee support requests, including managing incidents, and responding to inquiries in a timely, helpful manner.
  • Investigate and troubleshoot issues when reported by employees or triggered by a system alert by looking into logs and other internal tooling.
  • Triaging technical issues to the Head of IT and engineering team.
  • Contributing to a knowledge base for the broader support team.
  • Proactively explore and implement process improvements, including opportunities for automation using AI tools.
  • Evaluates user needs, defines technical problems, and works with various departments to escalate solutions in a timely manner.
  • Provides walk-up assistance to customers who may need in-person support.
  • Develops documentation to help improve the Service Management ecosystem.
  • Deploys new or refreshed computers and assists customers with post install configurations.
  • Deploys end user operating system and other 3rd party software updates to end user computing systems.
  • Cross trains with teams at the next levels to develop specializations.
  • Assists with the management and maintenance of IT inventory and asset tracking.
  • Performs installs, moves, adds, and changes of all approved end user hardware, software, and applications for local and remote personnel.
  • Participates in projects, including technology refresh, deployments, and office build-outs.
  • Provides remote support to resolve issues reported from other locations.
  • Supports and assists with Infrastructure to provide onsite troubleshooting for network and infrastructure related issues.
  • Supports and troubleshoots meeting room technology and AV equipment, ensuring smooth operation for meetings and presentations.
  • Provides support for printing related issues, coordinating with the print service provider to ensure reliable and seamless printing services for end users.
  • Provides after-hours support as needed for high severity situations.
  • Perform other duties assigned by leadership.

Minimum Qualifications:

  • 5+ years of startup experience building and supporting IT systems.
  • 3+ years experience as a Power User in an Identify Access Management space e.g. Okta, Ping etc.
  • 3+ years experience in Google Workspace, Microsoft Entra, or similar.
  • 3+ years experience in client-side-engineering tools such as Jamf, Intune, Kandji, JumpCloud or similar.
  • Basic scripting experience.
  • Strong passion in the AI field and basic knowledge of how modern AIs are used in IT.
  • Strong technical acumen with the ability to understand, investigate, and resolve customer issues.
  • Experience performing technical troubleshooting, including collecting debugging information and triaging problems.
  • Excellent communication skills and high degree of customer empathy.
  • Comfort working in a fast-paced startup environment with evolving processes and responsibilities.

Preferred Qualifications: 

  • Experience supporting AI platforms.
  • 5+ years of experience supporting complex IT systems.
  • Strong technical and computer skills to resolve software and hardware issues.
  • Strong customer service, interpersonal skills and the ability to interact with all levels of staff.
  • Strong work ethic and eagerness to produce high quality, accurate results.
  • Ability to hold sensitive information with a high level of confidentiality and integrity.
  • Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing.
  • Ability to proactively solve problems and apply innovative solutions.
  • Ability to work and collaborate in a team environment, and ability to work independently and prioritize work.
  • Ability to work on multiple projects at the same time.
  • Ability to effectively meet deadlines at expected quality.
  • Ability to lift IT equipment such as monitors and servers, weighing up to 20 pounds.
  • Ability to bend and/or stoop to access cables under desk or in server racks.
  • Ability to read small print, recognize color-coded cables, and distinguish sounds or alarms.
  • Travel may be required.

Why Fireworks AI?

  • Solve Hard Problems: Tackle challenges at the forefront of AI infrastructure, from low-latency inference to scalable model serving.
  • Build What’s Next: Work with bleeding-edge technology that impacts how businesses and developers harness AI globally.
  • Ownership & Impact: Join a fast-growing, passionate team where your work directly shapes the future of AI—no bureaucracy, just results.
  • Learn from the Best: Collaborate with world-class engineers and AI researchers who thrive on curiosity and innovation.

Fireworks AI is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all innovators.

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