IT Service Desk Engineer, LaunchDarkly
Feature management for software teams
Be an early applicant
Feature management for software teams
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To empower all teams to deliver and control their software.
Role
Who you are
- Demonstrated ability to independently resolve a wide range of IT support issues across laptops, operating systems, endpoint configuration, collaboration tools, SaaS applications, and account access workflows in a business environment
- Demonstrated ability to manage a queue of support requests, prioritize effectively, document work clearly, and follow issues through to resolution while maintaining a high standard of customer service
- Working knowledge of identity and access management concepts such as account provisioning, group-based access, SSO, MFA, and permissions troubleshooting
- Experience supporting macOS and/or Windows environments, common productivity and collaboration platforms, and standard endpoint support processes
- Ability to investigate technical issues by gathering facts, identifying patterns, evaluating options, and choosing an appropriate path forward when information is incomplete
- Ability to communicate technical concepts, status updates, and recommendations clearly to employees and stakeholders with different levels of technical familiarity
- Ability to build effective working relationships with internal partners and maintain a calm, respectful, and solutions-oriented approach during support interactions
- Experience creating or improving support documentation, knowledge articles, or standard operating procedures
- Ability to handle sensitive systems and employee information with sound judgment and appropriate confidentiality
- 5+ years of related experience with a Bachelor’s degree, or equivalent work experience
- You are customer-focused and approach employee support with empathy, clarity, and follow-through
- You communicate in a direct and respectful way, especially when helping someone who may be frustrated or unfamiliar with the technology involved
- You are organized and reliable in managing multiple requests, documenting your work, and meeting agreed timelines
- You look for patterns in recurring issues and take action to improve tools, documentation, or workflows rather than solving the same problem repeatedly
- You work well independently on day-to-day responsibilities and collaborate effectively when an issue requires coordination across teams
- You are adaptable and practical, using sound judgment to navigate varied support situations and changing business needs
What the job involves
- LaunchDarkly is seeking an IT Service Desk Engineer to deliver a world-class internal technology experience for employees across the company
- You’ll solve a broad range of technical issues across devices, identity and access, collaboration tools, and business applications, while serving as a trusted partner who helps teams stay productive and secure
- Beyond day-to-day support, you’ll play a key role in improving how IT operates by identifying trends, strengthening documentation, and helping build scalable support processes that elevate the employee experience
- Provide day-to-day service desk support for employees in region and across the broader organization, including troubleshooting hardware, operating systems, collaboration platforms, SaaS applications, access issues, and common workplace technology problems
- Own support tickets from intake through resolution, including triage, root-cause investigation, communication of status, documentation of actions taken, and timely handoff or escalation when needed
- Diagnose issues of diverse scope by evaluating identifiable factors, gathering relevant information, and selecting practical solutions based on precedent, judgment, and user impact
- Support identity and access management processes, including provisioning, deprovisioning, access changes, and troubleshooting authentication or permissions issues in accordance with company policies and security requirements
- Configure, deploy, maintain, and troubleshoot laptops, peripherals, meeting room technology, mobile device workflows, and standard employee productivity tools
- Create, maintain, and improve internal documentation, knowledge base articles, troubleshooting guides, and repeatable operating procedures so employees and teammates can resolve common issues more efficiently
- Identify recurring incidents or service gaps, recommend improvements, and help implement changes that reduce friction, improve reliability, and strengthen the employee experience
- Partner with Security, People Operations, Finance, Workplace, and other internal teams to coordinate onboarding, offboarding, access requests, device logistics, and issue resolution
- Contribute to operational readiness for office or remote support needs in region, including inventory accuracy, asset lifecycle support, and local coordination for employee technology needs
- Advise employees on effective use of workplace technology in a clear, respectful, and accessible way, adapting communication style to differing audiences as expected of a P3 professional
Our take
Feature flags are a powerful software development tool, allowing teams to modify system behavior without changing code, therefore minimizing risk. If a business has a new feature they want to test, they can then roll it out to a small set of users before letting it go live. These companies can, for example, get quick feedback on the new feature and fix any bugs, or roll back any changes.
LaunchDarkly allows companies to run tests like this by activating the new code for only a small set of users prior to launch. Typically running these tests requires lots of developer time - a daunting and expensive prospect for most rapidly growing businesses - and can risk disruption to the user experience if testing takes place on the live product.
Demonstrating its value to businesses, the platform is used by the likes of IBM, Intuit and Atlassian. Recently it has seemed to focus on further scaling its growth as it develops towards being a leading business in the feature management space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Aug 2021
$200m
SERIES D
Jan 2020
$54m
LATE VC
Total funding: $330.3m
Company benefits
- Full Vision
- Full Dental
- Full Medical
- Flexible Schedule
- Healthy Lunches & Snacks
- Conference & Meetup Access
- Education Stipend
- Personalized Work Station
- Close to Public Transportation
- Bike Parking
- Team Activities
- Unlimited paid time off policy
- Work from home opportunities
- Health insurance
Company HQ
Lakeside, Oakland, CA
Leadership
Edith Harbaugh
(Co-founder, Executive Chair & CEO)Worked as a Product Manager at Vignette, Monster Worldwide, and PlantSense. Previously Product Director at TripIt.
John Kodumal
(Co-founder & CTO)Prior to co-founding LaunchDarkly was Software Development Manager at Atlassian and Bytecode Anaylsis Architect for Coverity.
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