Senior IT Support

Join Mytra, a rapidly scaling company, as a Senior IT Support specialist. In this role, you will be responsible for managing the end-user support queue, establishing support standards, managing device lifecycle support, and serving as the company's knowledge expert across core business applications. You will also build and maintain a knowledge base and mentor junior support staff. The ideal candidate will have 5+ years of IT support experience, excellent written communication skills, and a genuine service mindset.

If this role excites you, we encourage you to apply — even if you don’t check every box. At Mytra, we build bots, but we hire humans. We value thoughtful challengers who communicate with clarity and respect, and we’re lifelong learners committed to getting better every day. We move fast, learn faster, and show up for each other under pressure. The best outcomes come from diverse perspectives working together to build something meaningful and built to last

Responsibilities

• Own the end-user support queue end to end, serving as the senior escalation point for complex, high-impact issues.
• Establish and maintain support standards, SLAs, ticket hygiene, and metrics, using them to drive real improvements.
• Serve as the company's knowledge expert across core business applications, providing deep support, configuration guidance, and best-practice coaching.
• Have hands-on knowledge of core business applications and the ability to learn new tools deeply and quickly enough to become the person others rely on

Requirements

• Demonstrate a genuine service mindset (patient, responsive, and clear with non-technical colleagues) paired with the judgment to challenge thoughtfully and communicate with clarity and respect
• Have proven experience with macOS and Windows endpoint support, SaaS administration, and identity/MDM platforms (Rippling, Jamf, Intune, or Kandji), with 5+ years in IT support and at least 2 in a senior, lead, or escalation-point role
• Proven ownership of a support queue or function, including SLA and metrics management
• Excellent written communication, with a track record of turning messy problems into documentation that prevents the next ticket
• Experience administering IT governance, access reviews, or structured intake/procurement processes
• Background supporting a fast-growing company or a hardware/robotics environment

Preferred

• Familiarity with automation and integration tooling (e.g., Zapier) and light scripting

Pay

USD 135,000 - 155,000