What are the responsibilities and job description for the Support Engineer position at Robinhood?
Join a leading fintech company that's democratizing finance for all.
Robinhood Markets was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood and its subsidiaries and affiliates are lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.
With growth as the top priority...
The business is seeking curious, growth-minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you're invigorated by our mission, values, and drive to change the world — we'd love to have you apply.
About the team role
We're looking for a Support Engineer to join our Menlo Park Support Engineering team. This is an opportunity to contributing towards Robinhood's continued growth and while collaborating closely with Robinhoodies across multiple offices. The ideal candidate is an excellent communicator, adaptable, & eager to learn in a high velocity environment - empowering our technical ecosystem while growing their IT skills.
The role is located in the office location listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.
What you'll do
- Act as the first point of contact to resolve and assist Robinhood employees with technical issues including software and hardware, mainly macOS platform.
- You will work in the local office on most days.
- Support Enterprise software and applications as it relates to the team and provide support/resolution for a wide variety of services. Advance high priority problems or outages to other internal teams for immediate resolution.
- Own the follow through, communication and updates throughout.
- Work with Robinhood employees to fix various infrastructure on-site, remote connectivity and access issues (WiFi, Zscaler, VoIP, etc.)
- Carry out onboarding and offboarding tasks, including hardware setup, access management, asset management, and develop process improvements
- Participate in Release and Change Management as new solutions are deployed to the employee community. Explain the benefits, provide education, and solve issues.
- We will help roll out new security releases and resolve software and hardware-related compatibility problems
- Continuous improvement around processes and employee happiness. Identify trends to find opportunities for positive change.
- Use insights gained through direct support and data analysis to improve user journeys and prioritize solutions.
What you bring
- Previous enterprise technical support experience: Google Workspace, Okta, Slack, etc.
- Excellent customer service and troubleshooting abilities in in-person and remote-working environment
- Comfortable problem solving with multiple operating systems, mainly macOS (iOS, Android, Linux, Windows) preferably in an enterprise environment
- Previous experience with MDM solutions
- Ability to administer and solve: VPNs, password managers, two-factor authentication, single sign-on and security protocols
- All levels of support recommended(Tier 1, Tier 2, & Tier 3)
What we offer
- Market competitive hourly compensation structure
- 100% paid health insurance for employees with 90% coverage for dependents
- Annual lifestyle wallet for personal wellness, learning and development, and more!
- Lifetime maximum benefit for family forming and fertility benefits
- Dedicated mental health support for employees and eligible dependents
- Generous time away including company holidays, paid time off, sick time, parental leave, and more!
- Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits
Click here to learn more about available Benefits, which vary by region and Robinhood entity.
We're looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you're ready to give 100% in helping us achieve our mission—we'd love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.
Robinhood embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. Please review the specific Robinhood Privacy Policy applicable to the country where you are applying.
