Senior IT Support Engineer

Position Summary:

Were looking for a Senior IT Support Engineer to be the face of IT for our growing team in Cambridge and the senior owner of the end-user technology domain. Reporting to the Head of IT & Infrastructure you will own the day-to-day end-user experiencedevice lifecycle identity and access conference room and A/V and Tier 1/2 support across Linux macOS and Windowswhile also owning the larger cross-functional projects that shape how the whole company works: onboarding at scale workplace technology buildouts service-desk maturity and the tooling and automation behind them.

As the senior individual contributor for end-user IT you are the escalation endpoint and subject-matter expert in this domain. You operate independently set the standard for quality and raise the bar for everyone who touches end-user technologyincluding the external contractors you direct and the cross-functional partners you work alongside. This is a hands-on role for someone who takes ownership of the entire user experience treats support quality as a product and connects that work back to Walden Robotics broader mission.

Core Responsibilities:

• Complex Project Ownership (Cross-Functional): Own complex cross-functional projects end-to-end: scope plan execute and land initiatives such as onboarding-at-scale conference room and lab buildouts ITSM/CMDB rollouts and identity and MDM migrations. Partner across People/HR Facilities Security and Engineering to deliver technology projects that span more than one team owning the outcome rather than just the IT slice. Build and maintain the end-user IT roadmap in partnership with the Head of IT; sequence work against business priorities and communicate trade-offs clearly.
• Subject-Matter Expertise & Escalation Endpoint: Serve as the subject-matter expert and escalation endpoint for end-user technology across Linux macOS Windows iOS and Androidthe person Tier 1/2 issues resolve to not away from. Own the hardest device identity access connectivity and A/V problems; drive root-cause analysis and permanent fixes rather than repeat workarounds. Communicate clearly across the orgfrom non-technical new hires to senior engineering stafftranslating technical decisions into plain language and setting expectations with confidence. Escalate genuine Tier 3 / specialized engineering work to the Head of IT or engineering teams when scope or risk warrants with a clear hand-off and recommendation.
• User Lifecycle: Own the end-to-end onboarding experience: ensure new hires have provisioned devices accounts and access on day 1 and a smooth first-week rampthen improve the system so it scales as headcount grows. Procure image and ship hardware on a timeline that beats start datesnot on them. Execute and validate offboardings: account deprovisioning device recovery secure wipe and access removal across all systems. Own the lifecycle process itself; identify gaps automate where possible document the new state and hold the quality bar over time.
• End-User Support & Service Management: Serve as the primary point of contact for user issues and own the health of the overall support function. Own Tier 1/2 support for device account access productivity connectivity and conference room issues. Own ticket SLAs queue health and reporting; surface patterns quantify impact and drive fixes upstream. Build and maintain user-facing documentation runbooks and knowledge base articles and set the standard others follow. Lead user enablement: new tool rollouts training sessions and self-service guidance.
• Workplace Technology & A/V: Own the health support and improvement of conference room and meeting room technology (Google Meet today Pexip on the roadmap). Own spec procurement installation and commissioning for A/V in new conference room buildouts partnering with the Head of IT and integrators. Provide event-day support for recurring critical meetings (all-hands prep exec sessions). Asset & Inventory Management: Maintain accurate device peripheral and A/V inventory in the ITSM CMDB and MDM and own the data-quality standard for it. Ensure every device is enrolled in MDM (JumpCloud / Fleet) and EDR (CrowdStrike) before deployment. Manage stock of ancillary supplies (cables adapters monitors peripherals) so requests are fulfilled same-day where possible. Coordinate device refresh decommissioning secure data destruction and e-waste disposal.
• Mentorship Quality & Vendor Direction: Direct the day-to-day work of external IT contractors: assign tickets coordinate scheduled work review quality against a defined standard and coach toward it. Raise the quality bar across end-user ITthrough documentation standards review and repeatable processso support gets measurably better over time. Act as a technical mentor and knowledge multiplier for cross-functional peers and as the team grows for future junior IT hires. Escalate scope performance or budget concerns to the Head of IT with clear recommendations. Coordinate with hardware peripheral and A/V vendors on procurement RMA and delivery.
• Continuous Improvement & Mission Alignment: Identify process weak points and drive Kaizen-style iteration across onboarding ticket flow asset management and documentation. Collect and act on user feedback; treat support quality as a product to be improved. Prioritize and frame IT work in terms of its impact on Walden Robotics broader missionkeeping the engineers building robots productive secure and unblocked. Contribute to broader IT projects (security tooling identity networking) and grow into deeper ownership of them.

Required Qualifications:

• 6 years in end-user IT support with progressive responsibility including owning cross-functional projects and coordinating contractors vendors or junior staff.
• Demonstrated ownership of a complex multi-team IT initiative end-to-end (e.g. onboarding-at-scale ITSM rollout identity/MDM migration or office/A/V buildout).
• Demonstrated ownership of the new-hire onboarding experience in a growing organization.
• Recognized as the go-to subject-matter expert for end-user technology on a prior team.
• Hands-on support experience across Linux macOS and Windows on the same team.
• Experience with mobile device support on iOS and Android.
• Experience with MDM tooling (Fleet JumpCloud Intune JAMF or similar) including software deployment and policy management.
• Experience with an identity provider (JumpCloud Okta or Azure AD/Entra ID) including SSO group-based access SCIM provisioning and offboarding workflows.
• Experience administering Google Workspace.
• Experience with an ITSM platform (ServiceNow Jira Service Management Freshservice or similar) including SLA tracking and reporting.
• Experience with a virtualization platform (Proxmox VMware or similar).
• Working knowledge of corporate networking concepts (DHCP DNS VLANs VPN Wi-Fi basic firewall rules).
• Comfort with scripting (Bash PowerShell or Python) for automation tooling and one-off tasks.
• Clear written and verbal communication across a wide audience especially with non-technical staff and senior technical staff alike.

Preferred Qualifications:

• Experience supporting highly technical engineering staff (robotics embedded ML or similar).
• Experience mentoring junior IT staff or directing contractors against a defined quality standard.
• Experience with Cisco Meraki networking and Fortigate firewalls.
• Experience with conference room A/V (Logitech Neat Crestron Poly or similar) and Google Meet / Pexip / Zoom Rooms.
• Experience with CrowdStrike or another modern EDR.
• Experience with AWS or another major public cloud (basic IAM EC2 S3 navigation).
• Experience with infrastructure-as-code patterns and tooling (Terraform Pulumi Ansible or similar) applied to cloud network or endpoint configuration.
• Experience with Tailscale or another zero-trust / WireGuard-based remote access tool.
• Experience supporting environments under SOC 2 ISO 27001 or similar compliance frameworks.
• Experience in a growth-stage or early-stage startup.
• Experience working alongside AI tooling (Claude ChatGPT Gemini) both for personal productivity and supporting end-users adopting them.

Walden Robotics offers a competitive total compensation program including salary annual cash bonus company equity company-subsidized insurance programs 401(k) with company match flexible PTO daily lunch and other benefits. The pay ranges noted on our posts are for salary only.

Walden Robotics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process please send a request to .

Walden Robotics participates in E-Verify. If you receive an offer of employment from Walden you will need to go through the E-Verify process of digital verification of your employment authorization documents as provided on the Form I-9. Participation in E-Verify does not limit your right to work and verification will only be completed after you become

Required Experience:

Senior IC