IT Support Specialist II

We engage the most inspired minds to do their best work wherever they work best—powering the freedom to create worldwide.

WP Engine empowers companies and agencies of all sizes to build, power, manage, and optimize their WordPress websites and applications with confidence. Serving 1.5 million customers across 150+ countries, the global technology company provides premium, enterprise-grade solutions, tools, and services, including specialized platforms for WordPress, industry-tailored eCommerce and agency solution suites, and developer-centric tools like Local, Advanced Custom Fields, and more. WP Engine’s innovative technology and industry-leading expertise are why 8% of the web visits a WP Engine-powered site daily. Learn more at wpengine.com.

 

What is Cool About This Job

As an IT Support Specialist II at WP Engine, you will be the backbone of our Austin office technical operations. WP Engine powers digital experiences for over 150,000 customers worldwide, and our employees rely on a fast, seamless, and efficient internal technology environment to deliver their best work. In this role, you will deliver exceptional hands-on customer support, managing day-to-day user systems, hardware provisioning, and core SaaS tools. If you thrive on solving technical challenges, love working with macOS and modern cloud technologies, and bring a customer-first attitude every single day, this is the role for you!

The Day to Day

• Provide high-touch, tier-2 in-office IT support for local Austin employees across hardware, operating systems, and core applications.

• Deliver global remote first-line support for our core infrastructure systems.

• Manage, configure, and troubleshoot MacBooks running macOS using Jamf for device management and endpoint security.

• Administer user access, onboarding/offboarding, and identity lifecycle within Google Workspace and Okta.

• Support productivity, ticketing, and collaboration platforms including Slack, Zoom, and the Atlassian suite (Jira, Confluence).

• Maintain accurate inventory records for hardware assets, peripherals, and software licenses.

• Diagnose and resolve technical tickets promptly, ensuring high user satisfaction and adherence to internal SLAs.

• Collaborate with global IT infrastructure and security teams to enforce IT policies and implement internal tool improvements.

Your Expertise and Passion

• Customer Support Focus: Proven experience delivering elite, customer-inspired technical support with a strong empathetic approach.

• Apple & macOS Expertise: Deep hands-on experience troubleshooting MacBook hardware and macOS environments.

• MDM Administration: Practical experience enrolling, deploying, and managing devices using Jamf.

• SaaS & Identity Platforms: Hands-on experience administering Google Workspaces, Okta, Atlassian (Jira/Confluence), Slack, and Zoom.

• Work Requirement: Ability and willingness to work on-site in our Austin, TX office 5 days per week.

• Problem-Solving Ability: Strong analytical and troubleshooting skills to resolve complex hardware, software, and network issues independently
   

The Perks and Benefits
 

• Company Stock Options (Every employee is an owner in the company)

• Great Health Benefits (Medical, Dental, Vision, Life Insurance)

• Fertility Benefits (IVF/Fertility drug coverage)

• HSA Company contribution $750 for employee / $1500 for family

• 401(k) with a 4% match

• Disability Insurance

• Paid Family and Caregiver’s Leave

• Employee Assistance Program

• Generous Vacation Time (Who doesn’t like time off)

• One-time $500 payment to set up your home office

• 4 Company Wellness Days a year

• 1 floating holiday

• Pet Insurance

• On-going education through LinkedIn Learning, Workday Learning and our Career Growth Portal

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$64,000.00 - $88,000.00

We believe that compensation should be reflective of the impact you have within the organization relative to the market value of your role. The estimated base salary range for this position is as listed above. Some roles may also be eligible for overtime pay. Our salary ranges are determined by job role and responsibilities and level. The range displayed on each job posting reflects the minimum and maximum target for salaries for the position nationwide. The actual base pay will vary based on various factors including job-related skills and individual qualifications objectively assessed during the interview process. Your talent acquisition partner can share more about the total rewards package at WP Engine including any additional total rewards components such as equity, variable pay plans (if applicable), and benefits during the hiring process.