Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $31 billion in affordable and responsible credit to our 5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.
We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.
Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.
We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1600 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.
About the Role:
We're looking for a Senior IT Support Technician to join our team. This position will be on-site full-time 4 days per week in our San Francisco office.
What You’ll Do:
- Provide configuration and troubleshooting support for Mac OS and Windows environments.
- Resolve any issues related to our infrastructure, both internally hosted and cloud-based such as email, printers, wired and wireless networks, video conferencing and VPN.
- Track and maintain IT assets in the SF office.
- Provide support and set up for audio visual equipment and video conferencing.
- Perform technical on-boarding of employees.
- Provide end user support for G Suite.
- Support ongoing projects.
- Ability for on-call.
What We Look For:
- 4+ years of experience with client application installations, patching, security and update procedures – iOS, Windows, ChromeOS and MacOS.
- Experience in helping and mentoring junior technical support specialists
- Experience being part of a team and leading project based initiatives
- Experience troubleshooting and resolving issues with hardware and OS.
- Experience with device management, inventory systems and methods.
- Familiarity with ticketing standards, practices, and workflows (Genesys, Zendesk, Atlassian (Jira, Confluence, Opsgenie).
- Experience with OS installation and imaging.
- Experience resolving issues with Audio and Video conferencing equipment/software (Zoom, Google Meet, etc).
- Ability to lift up to 50 lbs.
Nice to Have:
- Experience troubleshooting VPN issues (OpenVPN, L2TP).
- Experience resolving issues with other 3rd party vendors (Kisi, TalkDesk, Polycom, Chromebox, Meraki, Tableau, Confluence, Dell, Chrome Remote Desktop, Okta, Slack, Lexis Nexis, insurance webapp products like B2B etc).
- Experience with Jamf and Intune
- Experience in any customer service role
- Experience with Github/Terraform
What We Offer You:
- Competitive salary and stock option plan
- 100% paid coverage of medical, dental and vision insurance
- Flexible PTO
- Learning stipend for personal growth and development
- Paid parental leave
- Health & wellness initiatives
The compensation range of this position in San Francisco, CA is USD $110,000 - 130,000 annually plus equity and benefits. Within this range, an individual's base pay will be dependent on a variety of factors, including without limitation, job-related knowledge, skills, education, and experience.
#LI-Onsite
For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Top Skills
What the Team is Saying
What We Do
At Upgrade, we like to tackle big problems and create innovative products that make a meaningful difference in people's lives. We don't have all the answers but we always help each other, look for ways to improve, move fast, and act as owners to make credit more affordable for millions of families across America.
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Upgrade, Inc. Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
