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IT Engineer II

Richmond, VA

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no-ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.

What You’ll Do

At SimpliSafe, our corporate IT Team does more than fix laptops—we empower every team member to do their best work. As part of the Information Technology and Global Supply (CIOGS) organization, led by our Chief Information and Global Supply Officer, we make sure SimpliSafers feel supported, connected, and confident in their technology.

We’re looking for an IT Engineer II to join our IT User Solutions Team (UST) in Richmond, Virginia. In this role, you’ll report to our IT Senior Manager and:

  • Be a key escalation point for more complex technical issues, taking on advanced troubleshooting to support our offices in Richmond and beyond.
  • Work closely with the UST and other IT teams to ensure Tier 1 issues are escalated or resolved efficiently and end users have the solutions they need.
  • Provide hands-on assistance in the Richmond offices, coordinate with Tier 3 teams when necessary, and maintain a high standard of reliability and user satisfaction.

SimpliSafe UST team members work specific shifts to ensure we meet our coverage obligations. This job post is for the Monday through Friday, 8am - 5pm (one hour lunch) shift. 

You’ll spend most of your time on-site at our two Richmond locations, where your presence will make a direct impact. We do offer occasional flexibility for remote work when business demands allow, but being there in person is key to ensuring seamless support for our teams.

Primary responsibilities include: 

  • Serving as an escalation point for Tier 1 support staff, tackling more complex technical challenges and ensuring swift resolution.
  • Delivering “white glove” customer service by monitoring IT tickets, troubleshooting advanced user issues, and following through until problems are fully resolved.
  • Collaborating with key stakeholders and teams (including Infrastructure and InfoSec) to optimize technical processes, uphold security protocols, and improve system reliability.
  • Handling a variety of hands-on tasks—from advanced hardware setups and software installations to supporting new technology rollouts—so our employees always have the tools and support they need.

What You’ll Bring

  • 2–4 years of IT experience (or equivalent) handling escalated issues, combined with a continuous desire to grow in a dynamic environment.
  • Proficiency in both Mac and Windows environments, demonstrating the ability to tackle more advanced or non-routine problems.
  • Familiarity with SaaS administration (e.g., Google Workspace) and confidence navigating Chrome enterprise environments.
  • Strong analytical and troubleshooting skills, with the ability to guide Tier 1 staff through complex technical challenges.
  • Adaptability for shifting priorities, plus the savvy to assess which issues warrant escalation to Tier 3 teams.
  • A collaborative, solutions-focused approach—eager to share knowledge with others while diving into deeper technical scenarios.
  • Willingness to handle both routine upkeep and more specialized projects, whether that means optimizing workflows or pitching in on new tool integrations.
  • Readiness to work primarily on-site in our Richmond, Virginia offices

Preferred Qualifications

  • Experience with macOS and Windows endpoint management, including MDM tools like Jamf, Intune, and JumpCloud.
  • Familiarity with workforce identity tools such as Okta and Lumos.
  • Proficient with Google Workspace and Microsoft 365 administration.
  • Experience with collaboration tools like Zoom, Google Meet, and Slack.
  • Knowledge of Jira Service Desk and Jira for IT service management and project tracking.
  • Experience with Confluence for knowledge management and documentation.
  • Experience with SaaS tool management and optimization.
  • Familiarity with call center technology stacks, including phone systems, CRM software, and agent support tools.
  • Bonus points: In-depth experience with live event production or collaboration tooling.

What Values You’ll Share

  • Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
  • Aim High - Always challenging ourselves and others to raise the bar.
  • No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
  • One Team - Taking a highly collaborative approach to achieving success.
  • Lift As We Climb - Investing in developing others and helping others around us succeed.
  • Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.

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