IT Support Engineer

WHO WE ARE Video is 90% of the world's data. Most of it is invisible to machines. TwelveLabs builds the intelligence layer to change that. Our multimodal AI models understand video the way humans do — across sight, sound, and motion — and power production-scale AI workloads across media, entertainment, sports, security, and government. We have raised more than $210 million from NEA, Radical Ventures, Amazon, NVIDIA, Snowflake, Databricks, Index Ventures, NAVER Ventures, Korea Investment Partners, Quadrille Capital, Red Bull Ventures, and AI pioneers including Fei-Fei Li, Silvio Savarese, and Alexandr Wang. We are a global company, headquartered in San Francisco with offices in Seoul, New York, and London, and employees around the world. We believe the differences in our cultural, educational, and life experiences make our products stronger. Building technology that understands the world in all its complexity requires people who see it from every angle. We are looking for individuals who are driven by hard problems and want their work to matter. Come build it with us! ABOUT THE ROLE TwelveLabs is looking for an IT Support Engineer to help build, operate, and scale the internal technology systems that keep our global workforce productive and secure. This is a hands-on role spanning employee support, identity and access management, endpoint management, SaaS administration, automation, office technology, and IT operations. You’ll be a primary point of contact when something isn’t working, but just as importantly, you’ll help eliminate recurring IT problems through better systems, automation, and tooling. You’ll own and improve critical employee lifecycle workflows such as onboarding, access provisioning, device deployment, role changes, and offboarding. You’ll also work closely with Security, People, Legal & Compliance, Finance, and Engineering teams to support access, endpoints, and the growing ecosystem of SaaS and AI tools used across the company. Our environment is global and highly distributed, with headquarters in San Francisco and Seoul, branch offices across the US and EU, and remote employees around the world. We operate with a modern, cloud-first technology stack and expect our IT systems to be automated, secure, compliant with global regulations, and easy for employees to use. We’re looking for someone who enjoys solving difficult technical problems, learns unfamiliar systems quickly, looks for opportunities to automate repetitive work, and believes great internal technology should mostly stay out of the user’s way. Candidates must be able to travel up to 10% of the time annually to attend conferences, off-site meetings, and other business-related events as required by the role. This role may require participation in on-site interviews and/or completion of in-person onboarding processes. IN THIS ROLE, YOU WILL - Serve as a primary point of contact for employee technology issues across hardware, operating systems, identity, networking, SaaS applications, and corporate infrastructure. - Diagnose and resolve issues across our primarily macOS device fleet, with additional support for Windows endpoints and other devices as-needed. - Administer core IT platforms including identity providers, productivity suites, MDM, endpoint security tooling, networking, and enterprise SaaS applications. - Own and improve onboarding, offboarding, role changes, device provisioning, and application access workflows. - Build and manage secure, high-performing Wi-Fi and IT access systems for our San Francisco & Seoul offices and future office locations - Build automation for provisioning, deprovisioning, access management, inventory, and other high-volume IT processes. - Use scripting, APIs, and automation platforms