Senior Technical Support Engineer, Conductor
$75-105k
+ Performance-based compensation programs
More information about location
4+ days a week in office
Search & content intelligence platform
Job no longer available
Search & content intelligence platform
501-1000 employees
Job no longer available
$75-105k
+ Performance-based compensation programs
More information about location
4+ days a week in office
501-1000 employees
Company mission
To transform marketing into a force for improving people’s lives.
Role
Who you are
- 5+ years of experience in technical support or IT operations in a corporate environment, preferably in a SaaS company
- Proficiency in managing and administering Google Workspace, including user account management, access control, and security settings
- Strong experience supporting and troubleshooting SaaS applications, remote working tools (e.g., Zoom, Slack), and other cloud-based technologies
- Proven experience supporting end-user hardware (Mac, PC, networking, and security systems
- Experience with Okta and Active Directory (AD) for user provisioning, identity management, and single sign-on (SSO) integration
- In-depth knowledge of end-user operating systems (MacOS, Windows) and the ability to provide troubleshooting support across these platforms
- Strong understanding of networking concepts, VPN technologies, firewalls, DNS, etc
- Familiarity with endpoint management tools (e.g., Mosyle, Intune)
- Proficiency in scripting and automation to streamline support processes
- Excellent troubleshooting skills and ability to resolve from basic to complex IT issues efficiently
- Strong written and verbal communication skills, with the ability to explain technical issues in a clear and concise manner to non-technical staff
- Ability to work independently and collaboratively with cross-functional teams to resolve issues
- High level of customer service and the ability to foster positive relationships with employees at all levels
- Experience working in a global IT environment, supporting users across different time zones and regions
- Adaptability to a fast-paced and evolving SaaS environment
- CompTIA A+, Network+, or other relevant IT certifications
- Microsoft Certified Solutions Associate (MCSA), ITIL, or similar certifications are a plus
What the job involves
- As a Senior Technical Support Engineer in the Corporate IT department, you will be responsible for providing all levels of technical support to approximately 300 employees globally, ensuring the smooth and efficient operation of IT systems and services
- You will act as the primary point of contact for escalated issues, assist with the deployment and maintenance of hardware/software, and provide expert troubleshooting for a variety of technical issues across multiple platforms
- Your role will be crucial in enhancing the productivity and operational efficiency of the company’s workforce
- Technical Support: Provide expert-level technical support for corporate IT systems, including but not limited to software, hardware, networking, and cloud services. Resolve both level I and complex technical issues in a timely manner, ensuring minimal disruption to employee productivity. Maintain performance of computer systems. Assist in setting up A/V equipment for All Hands meetings and Town Halls
- Escalation Management: Collaborate with other teams as necessary to troubleshoot and resolve high-complexity issues
- Employee Support: Assist employees with onboarding, offboarding, and day-to-day IT needs, including troubleshooting desktop/laptop issues, configuring software, and supporting various SaaS applications. Provide remote assistance via ticketing systems, email, chat, or phone
- System Administration & Maintenance: Support and maintain IT systems, including IDP / user account management, network configuration, Shared Workspaces (e.g. Google Workspace) MDM, VPN, and other tools used by the employees. Ensure performance, availability, and security of all corporate systems
- Documentation & Knowledge Base: Create and maintain detailed documentation for IT procedures, workflows, troubleshooting guides, and internal policies. Develop and manage a knowledge base for frequently encountered issues to improve efficiency and self-service for employees
- Software Deployment & Configuration: Assist in the deployment, configuration, and management of software tools and applications used by employees. Ensure seamless integration of these systems with existing IT infrastructure
- Security & Compliance: Help ensure that company IT systems remain secure and compliant with relevant security protocols and best practices. Identify potential vulnerabilities and assist with mitigation (including patch management) with all internal IT systems
- Collaboration & Training: Collaborate with cross-functional teams, including HR, security, and development, to ensure IT needs are aligned with corporate goals. Train employees on various systems and solutions Install, modify, and repair computer hardware and software
- Global IT Support:Offer support across different time zones, ensuring global employee needs are met. Handle IT-related issues for employees across multiple offices or remote locations
Our take
The internet is increasingly becoming a walled garden, with content and vital market intelligence hidden away on social media sites, gaming environments and apps. And with increasing regulaion in the data protection space such as GDPR, it can be harder for marketing teams to gain insight into what potential customers exist, and what they want.
Conductor exists to change that. Taking advantage of the power of search ("No one ever lies to a search engine", in the words of the company's CEO and co-founder), it utilises data from search traffic to help marketing teams build more effective campaigns. Able to help optimize search results, track keyword rankings and measure performance, it has led to doubling the rate of conversions and site traffic among its customer base, which includes the likes of Citibank, athenahealth and Canon.
With a record of substantial funding and growing revenue from its customer base, Conductor is continuing to invest in its technology, making strategic acquisitions to help it expand. For instance its acquisition of ContentKing allowed it to add real-time website auditing and monitoring to its platform, and its 2023 acquisition of Searchmetrics is aimed at accelerating its growth in Europe. As the SEO space enters a period of consolodation it seems that Conductor is well positioned to remain at the top of the search results.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Nov 2021
$150m
LATE VC
Oct 2017
$7m
SERIES D
Total funding: $216.6m
Company benefits
- Child Care & Parental Leave Benefits
- Health Insurance & Wellness Benefits
- Perks & Discounts
- Professional Development Benefits
- Retirement and Stock Option Benefits
- Vacation & Time Off Benefits
Company HQ
Midtown South, New York, NY
Leadership
Seth Besmertnik
(CEO)Previously CEO of LinkExperts (market leader in link building for Fortune 500 brands).
Jeremy Duboys
(Founder)With a BA in Media Studies, they went onto become a Founder for many companies such as Professional Taste Printing, Prinly/All Business Cards and most recently RxGo.com/Medication Discount Card LLC.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 14 more jobs at Conductor