Sr. IT Support Engineer

About the role

Globality is looking for a proactive Sr. IT Support Engineer to join our IT team and ensure our technology environment runs smoothly. You'll act as a trusted partner to both technical and non-technical stakeholders, manage escalations, and solve complex IT issues with creativity and precision.

Responsibilities

• Provide hands-on support and resolve tickets escalated through our service desk system
• Troubleshoot networking issues, including DNS, Firewalls, and routing
• Manage SLAs, prioritize queues, handle escalations, and ensure timely resolution
• Communicate effectively with business users, translating technical issues into clear explanations
• Administer and support cloud-based platforms and services (Office 365, Azure, AWS, Active Directory, Slack, Okta)
• Perform hardware, networking, and cybersecurity-related support tasks
• Own incidents, tasks, and projects end-to-end; use initiative to drive solutions
• Follow documented processes and procedures; identify and implement improvements
• Balance time, priorities, and communication across multiple stakeholders
• What You Bring
• Bachelor's degree in computer science/IT or related field
• Minimum 5 years working in an IT engineering or support role
• Experience with configuring and maintaining SSO systems, SCIM provisioning, or Okta workflows
• Proficiency with cloud tech platforms (Office 365, Azure, AWS, Active Directory, Slack, Okta)
• Experience managing mobile device / endpoint platforms (Jamf, ManageEngine)
• Solid troubleshooting skills in networking (DNS, Firewalls, VPN)
• Experience managing ticket queues, SLAs, and escalations
• Hands-on familiarity with service desk and remote support tools
• Strong analytical and problem-solving skills
• Excellent written, verbal, and interpersonal communication
• Working knowledge of computer hardware, networking, cybersecurity
• Demonstrated ownership: initiative, accountability, drive
• Strong time management, prioritization, and communication

Requirements

• ITIL 4 accreditation or experience working with ITIL 4 best practices
• Experience administering cloud platforms (AWS, Azure)
• Experience with FreshService ITSM
• Deep knowledge of Azure/AWS networking, IAM
• Why Globality
• We're early to a massive shift. Enterprise procurement is one of the last major functions to be reshaped by AI-and it's happening now. This isn't incremental optimization. We're rebuilding how decisions get made and how trillions of dollars move through global enterprises.
• The bar is high-and so is the talent. This team has built, run, and advised some of the world's most sophisticated organizations. We care about outcomes, not titles. The people who thrive here take ownership, move fast, and follow through.
• You'll have real impact. This role is about creating a playbook, not maintaining. You'll define strategy, build from zero to one, and see your work translate directly into business impact.
• We build together. In person. We're in the Palo Alto office five days a week because the best ideas-and the fastest decisions-happen face to face.

Benefits

Additional Information

Do procurement. Like your mission depends on it. At Globality, we build agentic technology that transforms how global enterprises source goods and services - autonomously, at scale, and without the inefficiencies that have defined procurement for decades. Our platform interprets purchase intent, generates sourcing materials, evaluates suppliers, and executes negotiation strategies without manual intervention. The interfaces you build are the surface through which that intelligence becomes usable.

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