IT Support Engineer

About Us: Fireworks is the platform for specialized intelligence, enabling companies to build, train, and serve AI models tailored to their own data, workflows, and products. Founded by the team behind PyTorch and backed by AMD, Atreides, Benchmark Capital, Index Ventures, Lightspeed, NVIDIA, Sequoia Capital, and TCV, Fireworks powers production AI with hundreds of state-of-the-art open models across text, image, embedding, audio, and multimodal workloads. Today, Fireworks is a Series D company valued at $17.5 billion, bringing together an ambitious, collaborative team that's building the future of enterprise AI. About the Role We are hiring an IT Support Engineer to own the employee technology experience end to end — from day-one device readiness through the full asset lifecycle. This is a hands-on, high-ownership role for someone who is equally comfortable resolving a Tier 3 macOS escalation, standing up device management infrastructure from scratch, and turning repetitive support work into documented, self-service processes. You will be the technical escalation point for our Windows and macOS fleet, administer our identity and endpoint management platforms, and partner with security to keep the fleet patched and compliant. You will also mentor junior support staff and set the standard for white-glove service across the company. Key Responsibilities Endpoint & Device Management • Be the front line supporting MDM platforms across the fleet in collaboration with our Technical Engineer — Supporting Windows & macOS — including enrollment, configuration profiles, group policies, and software distribution. • Serve as the Tier 1/2 escalation point for macOS and Windows device management issues, including configuration drift, update failures, and security policy conflicts. • Work with Technical Engineers to standardized OS images and deployment workflows on a quarterly cadence. • Monitor endpoint performance and digital employee experience to identify emerging issues before they scale, and drive proactive remediation across the fleet. • Execute workstation imaging, setup, and deployment for new hires and internal transfers, scaling to 100+ builds per month during peak hiring. Identity & Access Management • Tier 1 /2 — provisioning, deprovisioning, group management, and application access requests. • Tier 1 /2 supporting authentication methods including FIDO2 security keys, passkeys, and biometric authentication. • Troubleshoot via remote sessions with Slack Huddle, Zoom, or Google Meet. Security & Compliance • Partner with the IT Engineering team on patch management, vulnerability remediation, and endpoint compliance using tools such as BigFix, SentinelOne, or Automox. • Exposure in supporting security-driven remediation tickets within SLA and maintaining fleet compliance against internal and regulatory standards. Service Delivery & Support • Own a high-volume ticket queue in ServiceNow or Jira, consistently meeting or beating SLA targets while maintaining high customer satisfaction. • Provide in-person and remote support to a globally distributed workforce across North America and EMEA time zones. • Troubleshoot Microsoft 365 and Google Workspace issues including sync failures, authentication errors, mail flow, and collaboration tooling (Teams, Zoom, SharePoint). • Support conferencing and telephony systems for internal and executive-level meetings. Asset Lifecycle & Vendor Management • Provide asset management support to help track and manage our computer hardware and software. • Asset shipping and recovery for our new joiners and leavers. Enablement • Lead new-hire IT onboarding sessions covering workstation setup, security protocols, and support procedures. • Author and maintain runbooks and self-service doc