Support Engineer

About this role

Robinhood seeks a Support Engineer to provide onsite technology support for the Westlake, TX office, troubleshooting hardware, software, and SaaS platforms for employees. The role combines direct IT support with process improvement initiatives and AI-enabled support workflows, requiring 5 days per week in-office presence.

What you'll do

• Deliver Tier 1 and Tier 2 support including ticket triage, troubleshooting, and employee onboarding/offboarding
• Serve as primary onsite support presence for Westlake office, including AV support and technology for company events
• Troubleshoot MacOS, Windows, iOS, Android, and enterprise SaaS tools like Google Workspace, Okta, and Slack
• Analyze ticket patterns and employee feedback to improve support documentation and workflows
• Implement AI-enabled support tools to enhance response quality and reduce repeat issues

What they're looking for

• IT support and help desk experience (2+ years)
• MacOS and Windows system support
• Mobile device support (iOS and Android)
• SaaS platforms and MDM tools
• IT service management systems (Jira Service Management or ServiceNow)
• AI tool usage (Gemini, Claude, ChatGPT)
• Clear communication and technical documentation
• Independent work with cross-functional collaboration

Benefits

• Performance-driven compensation with bonus and equity ownership
• 100% paid health insurance for employees, 90% for dependents
• Flexible lifestyle wallet for wellness and learning
• Employer-paid life and disability insurance with fertility and mental health benefits
• Generous paid time off including parental leave
• Catered meals and professional workspace in office