IT Helpdesk Engineer

Grammarly, Inc.

Job Overview

Location

Essen, Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• As an IT Helpdesk Engineer at Grammarly, now part of Superhuman, you will be the vital IT presence for our rapidly expanding Warsaw hub, ensuring seamless technological operations and an exceptional employee experience. This full-time, on-site role is crucial for maintaining the day-to-day IT functions within the Warsaw office while also contributing to our global IT support efforts. You will be instrumental in supporting our mission to unlock superhuman potential by ensuring our team members have the reliable technology and support they need to excel.
• You will serve as the primary IT point of contact for the Warsaw hub, addressing a wide range of technical needs for our growing team. This includes providing first-level IT support, troubleshooting hardware and software issues, resolving network connectivity problems, and assisting with the setup and configuration of Audio-Visual (AV) equipment for meetings and events. Your proactive approach will ensure that our Warsaw-based employees can work efficiently and without technological interruption.
• A significant aspect of this role involves contributing to the global IT support queue. You will be responsible for troubleshooting and resolving end-user tickets for Superhuman team members across all our international hubs and time zones. This global collaboration means you'll gain exposure to diverse technical challenges and work alongside a distributed IT team, enhancing your problem-solving skills and understanding of global IT infrastructure.
• You will play a key role in managing and maintaining all IT and AV assets within the Warsaw office. This encompasses computers, laptops, printers, Zoom Rooms, and other AV equipment. Your responsibilities will include the provision, installation, configuration, maintenance, and troubleshooting of this hardware and software for both existing team members and new hires. Ensuring smooth onboarding and offboarding experiences for new employees is a critical function of this role.
• Supporting company events and large meetings in the Warsaw hub is another core responsibility. You will ensure that all AV equipment is set up correctly, functioning optimally, and that any technical issues are resolved promptly to guarantee successful presentations and seamless collaboration. This requires a keen eye for detail and the ability to manage multiple technical aspects under pressure.
• You will be responsible for managing and meticulously documenting all IT and support requests, ensuring a clear record of issues and resolutions. This includes coordinating with external vendors and service providers for equipment repairs, ongoing maintenance, and the upkeep of the office network infrastructure. Your ability to manage these relationships effectively will be key to maintaining our IT systems.
• This role offers a unique opportunity to shape the future of IT within our Warsaw hub. As a key player in our local operations, you will have direct input into how we scale our IT infrastructure, optimize workflows, and enhance the overall employee experience as the hub continues to grow. Your insights and recommendations will be highly valued.
• You will work with and manage a suite of modern enterprise tools and systems, including identity and access management platforms like Okta, Mobile Device Management (MDM) solutions such as Jamf, and productivity suites like Google Workspace and Zoom. Keeping your skills sharp and your technical toolkit up-to-date with these cutting-edge platforms is essential.
• Cross-functional collaboration is integral to this position. You will partner closely with teams across People Operations, Workplace Experience, and Engineering to deliver seamless onboarding experiences for new hires, provide robust support for company events, and drive various IT initiatives. This collaborative environment fosters a holistic approach to employee support and operational efficiency.
• Staying abreast of the latest IT and AV trends is crucial. You will be expected to research and recommend improvements to our existing systems and processes, ensuring that Grammarly and Superhuman remain at the forefront of technological adoption and efficiency. Your proactive suggestions will contribute to continuous improvement.
• This role is ideal for someone who thrives in a dynamic, fast-paced environment, enjoys problem-solving, and is passionate about delivering excellent technical support and creating a positive user experience. You will be empowered to take ownership of your work and make a tangible impact on our growing team.

🎯 Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 3 years of experience in IT support, including hardware/software troubleshooting, network connectivity, and AV equipment management.
• Strong proficiency in both macOS and Windows operating systems.
• Experience with identity and access management platforms (Okta preferred) and Mobile Device Management (MDM) solutions (e.g., Jamf, WorkspaceOne).
• Familiarity with SaaS administration and common enterprise tools such as Google Workspace, Zoom, Atlassian, and Slack.
• Excellent troubleshooting, problem-solving, and documentation skills, with a strong attention to detail and organizational abilities.
• Strong customer service orientation and excellent communication skills, both written and verbal.
• Ability to work independently and collaboratively as part of an international team.

🏖️ Benefits

• Competitive salary with a gross annual range of 191,000 - 284,000 PLN.
• Opportunities for professional growth and development, including training, coaching, and regular feedback.
• Comprehensive benefits package including healthcare and generous paid time off.
• Support for home office setup, wellness, and pet care stipends.
• Comprehensive relocation support for candidates moving to Warsaw, including a relocation bonus and assistance with temporary housing.

Skills & Technologies

Remote

Degree Required

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Grammarly, Inc.

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About Grammarly, Inc.

Grammarly, Inc. offers an AI-powered writing assistant that checks grammar, spelling, punctuation, clarity, tone and style across browsers, desktop and mobile. Its cloud software integrates with email, documents, social media and enterprise tools, providing real-time suggestions to individuals, educational institutions and businesses. The company monetizes through freemium subscriptions and enterprise licenses while emphasizing data privacy and responsible AI. Founded in 2009, it is headquartered in San Francisco with additional offices in Kyiv, New York and Vancouver.

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