Senior Technical Support Engineer
4 weeks ago
Senior Technical Support Engineer At Cadmus, we believe every student should have equal opportunity to achieve academic excellence. Cadmus is a global EdTech company dedicated to breaking down learning barriers by providing high‑quality learning and assessment solutions to higher education. We are looking for a Senior Technical Support Engineer to support internal IT operations and provide product support for our internal teams. Requirements 5+ years of experience maintaining and enhancing internal IT operations and product support. Hands‑on experience managing IT helpdesk operations, hardware/software provisioning (macOS/Windows), network administration, MDM deployment, and user account management across SaaS platforms (e.g., Google Workspace, Microsoft 365). ISO 27001 compliance experience desirable. Proficient in troubleshooting complex technical issues, investigating bug reports, replicating user scenarios, and documenting findings for engineering. Experience thriving in a fast‑paced growth environment, comfortable with ambiguity, delivering practical solutions under tight deadlines. Deep technical curiosity, love for building, tinkering, learning. Clear communication, translating technical concepts into user‑friendly language and precise technical language for engineers. You Will Own all internal IT operations; act as single point of contact for IT support, on‑boarding/off‑boarding workflows, hardware provisioning, software access, continuous improvement. Serve as key triage point for product issues between customer‑facing teams and engineering; initial technical validation of escalated bug reports. Investigate, replicate, and document bugs; gather evidence (logs, console errors, screen recordings) and write clear, actionable bug tickets. Collaborate with engineering to verify fixes and perform final validation before notifying stakeholders. Drive support process improvement; identify gaps in escalation process, contribute to documentation, build efficient workflow. Uphold compliance standards; log all IT and support activities, generating evidence for security and compliance programs (e.g., ISO 27001). Benefits Learning allowances, providing educational opportunities to all Cadmus team members. Diverse and inclusive workplace with no barriers to success. Mission‑driven team who genuinely love what they do. Hiring Process Please apply online with your resume. Instead of a cover letter, answer a few application questions. While we review your application, explore cadmus.io, our values quiz, and follow our social channels (LinkedIn, Facebook, Twitter). Inclusivity Cadmus hires great people from a wide variety of backgrounds. We never discriminate on basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, disability status. If you need assistance or accommodations due to a disability, let us know. #J-18808-Ljbffr
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