Tier 2 Help Desk Technician at Replit providing advanced technical support for macOS endpoints, identity management, and endpoint compliance. Escalation point for Tier 1 staff in a fast-paced SaaS environment.
Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation.
The Tier 2 Help Desk Technician serves as an advanced technical support resource and escalation point responsible for maintaining a high-quality end-user experience in a primarily Apple macOS environment. This role supports collaboration platforms such as Google Workspace and Slack, troubleshoots complex endpoint issues, assists with identity and access management workflows, and partners with infrastructure and security teams to resolve operational incidents. The technician also contributes to endpoint compliance, device management, and process standardization initiatives while mentoring Tier 1 staff and helping scale IT operations in a fast-paced, security-conscious organization.
Provide advanced onsite and remote technical support for end users in a primarily Apple macOS environment serving as an escalation point for Tier 1 support issues
Troubleshoot and resolve complex hardware, software, authentication, connectivity, and endpoint management issues affecting laptops and mobile devices
Support core productivity and collaboration platforms including Google Workspace, Slack, conferencing applications and related SaaS applications
Oversee advanced onboarding and offboarding activities including device provisioning, access troubleshooting, escalation support for account lifecycle issues and new hire orientation
Support endpoint management initiatives including device enrollment, policy enforcement, software deployment, patch validation and remediation activities through MDM platforms such as Kandji
Assist with troubleshooting identity and access management issues including MFA, SSO and account provisioning workflows
Participate in incident response and coordinate with infrastructure, security and systems administration teams to resolve escalated technical incidents
Document troubleshooting procedures and operational runbooks within the ITSM platform and knowledge base
Contribute to endpoint compliance efforts including patch management, user access reviews and security baseline adherence
Support basic network troubleshooting including Wi-Fi, DNS, switching, VPN and office connectivity issues
Manage IT inventory, equipment lifecycle tracking, and consumable stock levels while assisting with vendor coordination and hardware repair logistics
Identify recurring issues and recommend automation, process improvements and standardization opportunities to improve service quality and operational efficiency
Mentor Tier 1 technicians and assist with escalation handling, knowledge transfer and operational guidance
4+ years of experience in IT support, endpoint administration, or helpdesk operations in a macOS-focused environment
Strong expertise troubleshooting Apple macOS systems, hardware, peripherals and enterprise collaboration tools
Experience in Google Workspace administration and advanced end-user troubleshooting
Familiarity with MDM and endpoint management platforms such as Kandji, JumpCloud, Intune or similar solutions
Exposure to endpoint security tooling including EDR, DLP and compliance enforcement technologies
Understanding of identity and access management concepts including MFA, SSO, RBAC, and account lifecycle management
Experience troubleshooting conferencing and AV systems including Zoom Rooms, Google Meet, microphones, displays and room control systems
Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN and wireless networking troubleshooting
Experience using ITSM or ticketing platforms
Strong troubleshooting and analytical skills with the ability to diagnose complex technical issues across multiple systems
Excellent customer service, communication and documentation skills
Ability to prioritize multiple concurrent requests in a fast-paced environment
Able to lift and move IT equipment (up to 40 lbs) and perform hands-on deskside support activities
Be onsite in the Foster City HQ at least four days per week
Hands on experience supporting Microsoft Windows in an enterprise environment
Previous roles working in a high-growth SaaS environment
Familiarity with SOC 2 and ISO 27001 operational requirements
Relevant certifications such as CompTIA Network+, Apple Certified Support Professional (ACSP) or similar
Active Replit user and passionate about making software creation more accessible
This is a full-time role that can be held from our Foster City, CA office. The role has an in-office requirement of Monday, Wednesday, and Friday.
Full-Time Employee Benefits Include:
💰 Competitive Salary & Equity
💹 401(k) Program with a 4% match (US Only)
⚕️ Health, Dental, Vision and Life Insurance
🩼 Short Term and Long Term Disability
🚼 Paid Parental, Medical, Caregiver Leave
🏝 Flexible Time Off (FTO) + Holidays
🚗 Commuter Benefits (In-Office Only)
📱 Monthly Wellness Stipend
🧑💻 Autonomous Work Environment
🖥 In Office Set-Up Reimbursement (In-Office Only)
🚀 Quarterly Team Gatherings
☕ In Office Amenities (In-Office Only)
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Interviewing + Culture at Replit
To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.