IT Engineer, Pendo

• This is a hands-on role for someone who enjoys helping people today and building smarter systems for tomorrow
• 2 to 5 years of experience in an IT support or Service Desk environment
• Practical experience using AI tools to automate tasks, improve workflows, or build internal utilities
• Working knowledge of macOS and Windows operating systems
• Familiarity with Google Workspace
• Strong communication skills and a customer-first mindset
• Ability to work independently while collaborating with a distributed team

Desirable

• We are seeking an experienced IT Engineer to serve as the primary technology support partner for our EMEA-based employees, while also helping shape how IT leverages AI to scale, automate, and rethink service delivery. This role is intentionally dual-focused
• We believe initially 50-70% of your time will be spent delivering excellent Service Desk support and acting as the trusted, empathetic first point of contact for our EMEA teammates. Over time, this should reduce to 25-50%
• The remaining time will focus on helping advance AI-driven initiatives that improve internal efficiency, reduce friction, and unlock new ways of working for IT and the business
• We support over 900 employees globally, 60% distributed across multiple time zones. Our IT team plays a critical role in ensuring technology feels seamless, secure, and human, while continuously evolving how that support is delivered
• Act as the primary IT support owner for EMEA, providing both on-site and remote assistance
• Deliver high-quality support via ticketing, chat, email, and walk-up interactions
• Troubleshoot end-user issues across macOS (primarily) and Windows environments
• Accurately document incidents, requests, and resolutions in our service management platform (Zendesk)
• Manage hardware and software assets following established lifecycle and inventory processes
• Balance security, usability, and efficiency in all support decisions
• Partner with global IT colleagues to support users outside of EMEA when needed
• Advocate for employees by identifying recurring issues and working to eliminate root causes
• As Service Desk demand stabilizes, you will increasingly contribute to AI-powered improvements across IT operations
• This includes adoptive AI use, such as embedding AI into your own workflows to improve speed and quality of work, developing and refining prompts, chaining models, and automating repetitive tasks, and using AI to accelerate troubleshooting, documentation, and knowledge creation
• It also includes transformative AI use, such as designing or contributing to AI agents, automations, or workflows that reduce ticket volume or resolution time, rethinking IT service delivery using AI capabilities that were not feasible just a few years ago, and improving the employee experience by proactively delivering answers, fixes, or guidance through AI-driven systems
• You will also help troubleshoot, refine, and scale existing automations or AI-enabled tools, and collaborate with IT and cross-functional partners to identify high-impact opportunities for AI-driven efficiency
• This is not AI for experimentation alone. Success is measured by real reductions in friction, faster resolution, and better employee experiences