Birdeye · 11 hours ago
Senior IT Support Engineer
Coppell, TX
Full-time
Hybrid
Senior Level
6+ years expBirdeye is a leading reputation, social media, and customer experience platform for local businesses. The Senior IT Support Engineer will be responsible for overseeing corporate IT systems, managing SaaS applications, and ensuring compliance and security across the organization.
Artificial Intelligence (AI)Consumer ReviewsCustomer ServiceLead GenerationMarketingSaaS
Responsibilities
Senior IT support engineer operations with an ownership mindset: Oversee corporate IT systems, SaaS applications, and end-user services to ensure reliability, security, and compliance
Escalation management: Act as the primary escalation point for critical IT issues, ensuring timely communication with executives and swift resolution
SaaS and access governance: Administer core SaaS applications (Google Workspace, Zoom, Salesforce, RingCentral, Office 365, JIRA, etc.), manage access controls, and ensure compliance with security frameworks (SOC2/ISO)
Asset lifecycle ownership: Manage procurement, inventory, provisioning, and Secure recovery of laptops and IT assets, leveraging MDM platforms (Kandji, ScaleFusion, Intune) for both Windows and Mac environments
Proactive endpoint management: Enforce compliance, security, and monitoring across all endpoints; drive automation to minimize manual overhead
Network and collaboration systems: Manage VPN, Wi-Fi, VoIP/telephony, and video conferencing to ensure uninterrupted productivity
Policy & process leadership: Design, document, and enforce IT policies, SOPs, and business continuity plans; ensure adherence to ITIL practices (incident, change, and problem management)
Compliance & security: Safeguard data and access, conduct audits, and ensure proactive alignment with internal and external compliance requirements
Vendor & budget management: Manage IT service providers, negotiate vendor contracts, and forecast IT needs within budget constraints
Performance metrics & dashboards: Develop and maintain KPIs and SLA dashboards to track workload, efficiency, and service delivery outcomes
Continuous improvement: Identify process inefficiencies and compliance risks, then implement strategic solutions to improve scalability and resilience
Team leadership & development: Mentor and coach IT staff, fostering a culture of accountability, proactive ownership, and continuous improvement
Strategic outlook: Anticipate industry trends and evolving business needs; recommend innovative solutions that balance cost, security, and scalability
Qualification
Required
6+ years in IT operations or related fields, with a proven track record in SaaS administration, asset lifecycle management, and escalation handling in fast-paced environments
ITIL Foundation required
Bachelor's or Master's in Computer Science, Information Systems, or equivalent experience
Strong hands-on experience with Google Workspace, Office 365, RingCentral, Zoom, Salesforce, JIRA
Proven skills in identity/access management (IAM), MDM for Mac & Windows (Kandji, ScaleFusion, Intune), VPN, and endpoint security
Practical exposure to networking fundamentals (TCP/IP, Firewalls, WiFi, VPN)
Asset management and budgeting experience, with a focus on compliance and cost optimisation
Ability to design, implement, and enforce IT policies and procedures aligned to ITIL best practices
Demonstrated ability to handle executive-level escalations with clarity and confidence
Strong sense of ownership and a proactive, problem-solving approach
Excellent organizational, communication, and interpersonal skills; able to work independently and collaboratively
Adaptability to thrive in high-growth, SaaS-first environments with changing business needs
Curious, resourceful, and committed to continuous learning, innovation
Preferred
Advanced certifications (CCNA, Azure, Google Workspace, Security+) preferred
Benefits
100% Employer-paid benefit plans available for employees with multiple health plan options (HSA, PPO)
Flexible PTO
401(k) with company match
Flexible work from home options available
Maternity & Paternity Leave
Employee Resource Groups - network with like-minded "Birds"
Abundant opportunities that come with a dynamic and fast-growing organization!
Company
Birdeye
Birdeye is an all-in-one Experience Marketing platform for multi-location businesses.
1001-5000 employees
H1B Sponsorship
Birdeye has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (3)
2023 (3)
2022 (3)
2021 (4)
2020 (6)
Funding
Current Stage
Late StageTotal Funding
$93MKey Investors
Accel-KKRTrinity Ventures
2022-03-10Series C· $60M
2017-02-13Series B· $25M
2016-01-28Series A· $8M
Leadership Team
Naveen Gupta
Co-founder CEO
Neeraj Gupta
Co-Founder and Chief Customer Officer
Recent News
PR Newswire
2026-01-06
2025-11-24
Company data provided by crunchbase