Senior IT Support Engineer, LaunchDarkly
$121.8-167.5k
5 days a week in office (Oakland, CA)
Feature management for software teams
Be an early applicant
Feature management for software teams
501-1000 employees
Be an early applicant
$121.8-167.5k
5 days a week in office (Oakland, CA)
501-1000 employees
Company mission
To empower all teams to deliver and control their software.
Role
Who you are
- You are an experienced IT engineer who is motivated by improving systems, not just resolving tickets
- You look for patterns in support work, identify what is not working, and take action to fix it
- You are comfortable operating in environments where not everything is defined
- You can assess current workflows, prioritize what matters most, and implement changes that make support more scalable and consistent
- You have experience reducing manual work through automation, scripting, or tooling, and you are interested in applying AI to improve how support is delivered
- You are not satisfied maintaining inefficient processes and are willing to challenge existing tools or approaches when better solutions exist
- You work effectively both independently and with others
- You take ownership of problems, but you also collaborate to improve how the team operates as a whole, including sharing context, improving documentation, and contributing to more consistent practices
- You are motivated by moving a team from reactive support toward a more proactive, systems-driven approach, where fewer issues repeat and employees can resolve more on their own
- 8+ years of experience in IT support or end user support in a SaaS or high-growth/large scale environment
- Experience owning and improving support processes or operational domains, not just executing within them
- Demonstrated experience driving automation or workflow improvements (scripting, tooling, or platform-based automation)
- Experience applying AI tools to improve support workflows, such as ticket triage, knowledge generation, or employee self-service
- Ability to analyze support patterns and translate them into scalable solutions
- Ability to operate independently, prioritize effectively, and make decisions with incomplete information
- Ability to communicate clearly through documentation, process design, and cross-functional collaboration
What the job involves
- Note: This is an onsite role that takes place in our Oakland office 5 days a week
- LaunchDarkly is hiring a Senior IT Support Engineer to own and evolve how IT support operates at scale
- This role combines hands-on support with responsibility for designing, improving, and automating the systems that power employee support
- Design and improve IT support operations for the Oakland hub, with a focus on scalability, automation, and consistency, while also driving improvements that impact the broader global support model
- This role is expected to identify inefficiencies, reduce manual work, and implement scalable solutions using automation and AI
- Success in this role means not only resolving issues, but fundamentally improving how support is delivered across the company
- Own a defined set of end-to-end IT support operations within the Oakland hub, ensuring a reliable and high-quality in-office technology experience
- Resolve complex employee issues across endpoints, SaaS tools, identity systems, and workplace technology
- Design and improve onboarding, offboarding, and device lifecycle systems to reduce manual effort and increase consistency
- Identify patterns in support demand and lead initiatives to eliminate recurring issues through AI, automation, tooling, or system changes
- Lead the adoption of AI and automation in IT support, implementing solutions that improve response quality, reduce ticket volume, and expand self-service
- Define and improve support workflows, triage models, and documentation standards to increase team efficiency and scalability
- Act as a key contributor to the global support model, improving cross-regional handoffs and consistency of service
- Partner with Security, People, and Workplace teams to ensure IT systems are secure, compliant, and aligned with company needs
- Maintain and evolve knowledge base content to enable employees and IT teammates to resolve issues independently
- Use support metrics and trends to identify gaps and drive continuous improvement
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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