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IT Support Engineer

Wurl, Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• Be the first line of defense for Wurl’s global, fully-remote workforce as our dedicated IT Support Engineer. You will own the end-to-end employee technology experience—from initial onboarding to day-to-day troubleshooting—ensuring every team member can stream, code, and collaborate without friction.
• Deliver lightning-fast, white-glove support via Slack, Zoom, and our ticketing platform, maintaining a 95 %+ first-response SLA and turning frustrated users into raving fans of IT.
• Provision, configure, and ship laptops, peripherals, and accessories to new hires on four continents within 48 hours of signed offer letters, coordinating with global couriers and customs to guarantee zero-day productivity.
• Build and continuously improve our zero-touch Mac and Windows deployment workflows using Jamf, Intune, and Munki, cutting onboarding time from hours to minutes while enforcing security baselines and compliance policies.
• Act as the subject-matter expert for Google Workspace, Okta, Slack, Zoom, and Atlassian, creating concise internal documentation and bite-size Loom videos that empower non-technical teammates to solve common issues independently.
• Monitor endpoint health, patch levels, and security posture across 300 + devices with tools like Kolide, Fleetsmith, and CrowdStrike; remediate vulnerabilities within 24 hours of detection and report trends to leadership monthly.
• Partner with Engineering and InfoSec to roll out new SaaS tools, ensuring SSO, MFA, and least-privilege access are configured correctly before go-live, and shepherd change-management communications so adoption feels effortless.
• Own the AV magic behind our all-hands meetings, quarterly planning sessions, and customer webinars, troubleshooting cameras, mics, and live-stream encoders so every pixel and decibel is flawless.
• Curate a self-service knowledge base in Confluence that reduces ticket volume by 30 % within your first six months, using analytics to identify and close the most frequent knowledge gaps.
• Tackle escalations from junior IT contractors and offshore partners, providing clear runbooks and mentoring that level-up their skills and free you to focus on higher-impact automation projects.
• Participate in an on-call rotation one week per quarter, responding to P1 incidents within 15 minutes and driving post-mortems that transform outages into durable process improvements.
• Champion a culture of security mindfulness across the org by running phishing simulations, lunch-and-learns, and “Security Minute” segments during company meetings, turning best practices into shared habits.
• Contribute to budget planning and vendor negotiations, leveraging usage data to right-size SaaS licenses and hardware refresh cycles, saving the company real money without compromising productivity.
• Experiment with emerging tools—think MDM for Linux, passwordless auth, or AI-driven ticket triage—and present quarterly tech talks that keep Wurl at the cutting edge of remote-first IT.
• Celebrate wins loudly: whether it’s a five-star user satisfaction rating or a clever script that shaves 10 minutes off a repetitive task, you’ll share successes in our #kudos channel and inspire others to innovate.

🎯 Requirements

• 3+ years of hands-on, high-volume IT support experience in a 200+ person, Mac-heavy, fully-remote environment
• Expert-level macOS and Windows 10/11 administration, including imaging, scripting (Bash, PowerShell), and MDM (Jamf Pro or Intune)
• Proven track record managing identity and access with Okta (or similar IdP), Google Workspace, and SSO/SAML integrations
• Nice-to-have: Jamf 100/200/300 certification, CompTIA Security+, or equivalent industry credential

🏖️ Benefits

• Competitive total compensation package with equity and performance-based bonuses
• 100 % remote-first culture—work from anywhere with a generous home-office stipend and top-tier gear
• Comprehensive medical, dental, vision, and mental-health coverage starting day one
• Annual professional-development budget ($2,500) plus paid time off to attend conferences or pursue certifications

Skills & Technologies

Remote

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Wurl, Inc.

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About Wurl, Inc.

Wurl operates a global video distribution network that connects content publishers with streaming platforms to deliver live, linear and on-demand programming. The company provides cloud-based infrastructure for video ingestion, packaging, monetization and analytics, enabling publishers to reach audiences on connected TVs and other streaming devices while offering platforms a unified pipeline of content and advertising. Founded in 2017, Wurl is headquartered in Palo Alto, California and serves major media brands and streaming services worldwide.

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