IT Support Engineer, Ring IT

Ring IT is hiring an IT Support Engineer II for our Hawthorne, CA headquarters (LAX32). Youll be one of two on-site technical leads for an office of about 440 employees, and this is a fully on-site role.

Youll own the day-to-day technology experience for everyone at the site, from senior executives and their assistants to new hires on their first morning. That covers:

Mac and Windows hardware, imaging and asset management

Identity and access, including onboarding and offboarding

Conference room and event AV

The collaboration tools Rings engineers, designers and business teams use every day: Slack, Jira, Confluence, TestRail and Figma

Youll also support remote employees, shipping configured equipment and resolving issues over chat and video.

At this level, youre expected to work through difficult and ambiguous problems to root cause without a playbook. Youll spot patterns across tickets, coordinate fixes with partner teams, and keep customers informed until the issue is closed. Partner teams include Amazon corporate IT, Security and Facilities. Youll lead site projects, such as lab network extensions, office changes and executive events.

Ring IT is moving toward self-service and AI-enabled support. We want someone who writes scripts and uses AI tools to remove repetitive work rather than repeat it. Youll mentor peers and serve as an escalation point for the broader support team.

Key job responsibilities

Site support and customer experience

Provide high-touch, discreet support to senior leaders (VP and above) and their executive assistants

Handle walk-up, ticket and Slack support across hardware, software, network and access issues, and find the root cause of difficult problems

Set up and troubleshoot conference rooms and meeting AV, and support executive events, demos and all-hands meetings

Share site coverage with your peer engineer to keep the office staffed throughout business hours, with occasional after-hours support

Identity, access and lifecycle

Run employee onboarding, offboarding and internal transfers, including timely access removal and asset recovery

Provision access and administer Slack, Jira/Confluence (projects and spaces), TestRail and Figma

Hardware and assets

Image, deploy, ship and track laptops, loaners, mobile test devices, peripherals and security keys

Manage equipment returns and e-waste, keeping asset records accurate

Escalation and improvement

Detect issues affecting many users, document the pattern, and escalate to partner teams until resolved

Automate repeatable work with scripts and AI tools, and write and maintain runbooks and knowledge-base articles

Lead site projects such as lab network extensions and office changes

Mentor peers and serve as an escalation point for the support team

A day in the life

Your morning starts in the LAX32 IT room with walk-ups: a new hires Mac that wont enroll, a lost security key. An executive assistant pings you: their VPs all-hands starts in an hour and the room display wont connect. Back at your desk, you work the queue: a batch of application access requests, a new Jira project. When a dozen users hit the same compliance error, you write up the pattern and escalate it. You check in with your site partner to plan tomorrows coverage, then script away a repetitive task before heading out.

About the team

Ring IT supports Ring employees across US and international offices. Our work spans four pillars: IT Support, IT Security, Builder Collaboration and AI Enablement. At LAX32, you and one other site engineer share responsibility for covering the office throughout business hours. Youll plan your schedules together and step in for each other during time off and appointments. Occasional after-hours work is required for events and urgent issues. Youll work with systems and development engineers who build our automation. We value ownership, curiosity, and builders who would rather automate a problem than solve it twice.- 4+ years of technical support experience

• 4+ years of corporate setting Windows, Mac or Linux Operating systems support experience
• 4+ years of PC repair, troubleshooting, deployment and liquidation experience
• Bachelors degree in IT, computer science or equivalent
• Experience in direct customer engagement, with a focus on support to senior executives (Vice President and C-level)