Senior IT Specialist

At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.

About the team

Klaviyo's global corporate Information Technology (IT) team — a member of Global Technology Solutions (GTS) — provides technology systems, administration, and support to Klaviyos worldwide. Our main goal is to ensure that Klaviyos everywhere have a strong technology foundation to do great work. We solve problems using technology and embracing automation and support Klaviyo's continued scalability and sustainable employee growth in a rapidly evolving environment.

The IT SearchBar team — "SearchBar" is our end-user support team — is responsible for providing day-to-day tactical support to Klaviyos. SearchBar responsibilities include assisting with employee onboarding, inventory maintenance, overseeing a ticket queue, creating automated workflows, and documenting processes for our internal knowledge base. 

About the role (you)

As a Senior IT Specialist, you'll be responsible for interacting with and solving technical issues for other Klaviyos. Using your experience, you'll work to understand the problem, then solve it using your troubleshooting skills. You'll also work on projects and automation initiatives. You'll mentor team members and help them grow their technical knowledge. You'll have support when you need it, working closely with the IT Systems team to escalate issues as necessary, all under the leadership of the IT Manager, SearchBar.

How You'll Make a Difference

• You'll oversee the daily ticket queue, ensure that priority tickets are solved expediently. 
• You’ll provide coaching and guidance to more junior team members.
• You'll provide real-time support to remote and in-office Klaviyos by asking the right questions to dig into the root cause of the problem.
• Identify recurring technical issues and eliminate manual processes through automation. 
• You'll work to prioritize tickets, fixing problems at the root. 
• Assist with hardware needs — setting up and de-provisioning devices — installing and configuring software, and shipping and receiving.
• Be an active participant with documentation and writing knowledge base articles, including editing and reviewing documentation created by junior team members. 
• You'll support our conference rooms and unified communications technology.
• You'll identify a focus area and work on a career plan to ensure your continued growth.

Who You Are 

• 3+ years experience working in a help desk or support environment using a ticketing system such as FreshService, Zendesk, or similar.
• You’ve worked with executive or VIP-level customers and understand the unique requirements for supporting them. 
• You have experience with MDM/SSO strategy and support. 
• You've worked with the following (or similar) core technologies/applications: Jamf Pro, Okta, 1Password, Google Workspace, and Atlassian Product Suite (Confluence/Jira).
• You have clear verbal and written communication skills. 
• You're passionate about learning new technologies and passing that knowledge on. 
• You enjoy working on challenging problems and finding impactful solutions.
• You have wired and wireless networking knowledge.
• You can work from the Boston office and offer occasional after-hours on-site event support.
• Provide on-call support on a rotational basis after business hours. 
• Able to handle freight shipments and moving equipment up to 50lbs.

Nice to have

• You've got experience with programming languages or scripting knowledge.
• You have the Google IT Support Professional certificate or similar certification. 
• You've supported an enterprise (multi-VLAN, 802.1X authenticated) network.

#CR1 #Boston #Hybrid

The pay range for this role is listed below. Sales roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law. This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learn