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Lead IT Support Engineer - San Francisco, CA #4034804


Company: Dell

Date: 10/13/2017

Category: Computer Hardware

City: San Francisco, CA

Apply NowLead IT Support Engineerat Pivotal Software(View all jobs)


San Francisco, California


Pivotal’s StoryVIDEO


As a recognized leader in disciplined agile and lean software development practices, Pivotal combines the Silicon Valley state of mind, modern approach, and infrastructure with organizations’ core expertise and values. Our cloud-native platform and suite of data tools drive software innovation for many of the world’s most admired brands, helping enterprises move at start-up speeds and with greater business agility. We optimize for change and teach next-generation developers to create and build new solutions, and are committed to open source and open standards.


Our methodology is about evolving, in both development and innovation, and our culture is empowering. Our 2,000+ employees across offices worldwide subscribe to an ethos of kindness. We make a point to bring empathy to each and every project, and are guided by a purposeful mission—to transform how the world builds software.


Pivotal IT seeks a focused leader to develop our people and systems as we grow. We’re looking for a person who will enable their team to succeed in any situation through hands-on coaching and technical decision-making. You’ll partner with Pivotal’s leaders to support company initiatives, to set up new offices and systems, and to build relationships with other teams, our customers, and clients.


What does Pivotal IT do?


We keep things working so that everyone else can focus on what they do best. We value personal communication over documentation, time over money, and good enough today over perfect next week. When we want a hand, we pair and learn. Know what needs to happen? Get it done.


What do we need from you?


Our San Francisco headquarters is our fastest-growing office and a hub of activity, and we need a person who can guide our local support team through difficult decisions and provide strategic context through collaboration with other leaders. You’ll lead a group of self-driven individuals and be responsible for projects that will often span outside of your office. Your primary goal is to help the people around you succeed.


What do we work with?


We’re mostly an Apple shop, but some people will be on Windows or Linux, too. If you’ve got background in all three, we’re stoked. We deal with mobile of every type, and as few printers as possible. We love Google Apps and Slack. We keep as many services hosted as we can. You’ll also have the chance to work with cool stuff like the Jamf Pro, OS X Server, Okta’s SSO, ESXi, and Meraki enterprise wifi, but you don’t need to be familiar with those now.


Here are some efforts others in this role have led:


  • Coordinate refactoring an office’s network infrastructure, including replacing all wireless access points with a new vendor solution.


  • Manage technical implementation and timelines for an office expansion.


  • Partner with a Sales manager to plan and roll out a new CRM tool to be used company-wide.


  • Moderate a post-mortem evaluation of a network outage to learn how to prevent the next one.


  • Setup a new custom SAML configuration to bring SSO to another SaaS application

What does a typical day look like?


Hot breakfast shows up at 8:30. After we eat, we get together for a chat on what’s happening that day. We all stand up to keep it quick. Once you hit your desk, it’s up to you. What looks important? What do you want to work on alone? What do you want to pair on with one of the other team members? What do you want to kick to someone else? You have a lot of latitude in deciding how to do your job. If you work here, we trust you.


Do you hear a scary sound and run toward it? Talk to us.


Qualifications and factors for success:


  • 5-7 years of technical support or equivalent experience


  • Experience leading a technical support team preferred


  • Familiarity with modern software development techniques


  • Ability to solicit and provide continual feedback at individual, team, and company levels


  • A focus on end-user satisfaction over technical perfection


  • Personable and presentable demeanor, consulting experience highly desirable


  • Demonstrated ability to communicate at all levels of technical expertise and seniority, inside and outside the organization, both verbally and in writing


  • Deep knowledge of agile management methodology

Pivotal is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law.


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