Senior IT Support Specialist

We are looking for a Senior IT Support Specialist, you’ll play a critical role in delivering high-quality technical support and elevating the employee experience across ŌURA’s global workforce. You’ll bring deep technical expertise and exceptional deskside support skills while maintaining an onsite presence in our San Francisco office. Your work will directly ensure a seamless, reliable, and employee-centric experience for local teams, visiting teams, and remote colleagues around the world.

This is an on-site role based out of our San Francisco office.

What You’ll Do

Technical Support & Employee Experience

• Provide end-to-end technical support across macOS, Windows, networks, conference room technology, SaaS platforms, and identity systems.
• Deliver professional, empathetic deskside and remote support, from Oura’s San Francisco office.

IT & Office Technology

• Support office buildouts, expansions, and ongoing IT infrastructure improvements.
• Manage conference room AV and unified communications to ensure seamless hybrid collaboration.

Operations & Escalations

• Handle IT incidents and request escalations efficiently, ensuring timely resolution and high service quality.
• Maintain internal and user-facing documentation to support consistency and scale.
• Partner with global IT counterparts to align processes across regions.
• Oversee physical asset management and hardware inventory accuracy to ensure equipment availability for new hires and replacements.

Onboarding & Training

• Support new hire onboarding sessions, covering IT services, policies, and best practices.
• Help maintain a positive first-day experience for new employees.

Process Improvement

• Collaborate with the IT Support Manager on operational and technical improvement initiatives.
• Identify recurring issues and deliver improvements to enhance reliability and reduce friction.

Device & Platform Management

• Utilize MDM tools for troubleshooting and device lifecycle support.
• Provide support for key platforms, including Google Workspace, Slack, Miro, and Okta.

Mentorship & Knowledge Sharing

• Share technical expertise with teammates to strengthen the support function.
• Document solutions, best practices, and SOPs to promote a scalable support model.

Service Excellence

• Act as a champion for service quality, upholding responsiveness, empathy, and reliability in all support interactions.

Key Technologies You’ll Work With

• Device Management: Mosyle (macOS), Microsoft Intune (Windows)
• Networking: Wi-Fi troubleshooting, ZTNA support
• Identity & SSO: Google Workspace, Okta, Okta Workflows, Lumos
• ITSM Platforms: ServiceNow, Jira Service Management or similar
• SaaS Applications: Google Workspace, Slack, Miro, Jira, Confluence, and other core business tools
• Operating Systems: macOS, Windows, Linux

Experience

• 6+ years of IT Support or IT Administration experience in fast-paced, high-growth environments
• Strong troubleshooting skills across macOS, Windows, and Linux
• Proven track record delivering high-quality deskside support with exceptional customer service
• Ability to mentor and guide fellow support team members
• Solid understanding of networking fundamentals, device management, SaaS platforms, and identity systems
• You remain cool under pressure and bring a collaborative, solution-oriented attitude to high-stress situations.
• You are driven by a genuine desire to help others and improve their daily work experience.

Requirements

We would love to consider you for this role if you have:

• Deep expertise in modern IT support across macOS and Windows, including troubleshooting, endpoint management, networking fundamentals, and SaaS support.
• Hands-on technical support experience with MDM/UEM platforms (e.g., Mosyle, Intune) and Identity/SSO environments (Google Workspace, Entra ID).
• Strong proficiency in ITSM processes, including incident, request, and asset management best practices.
• Ability to diagnose technical issues and drive them to resolution independently with high accuracy and urgency.
• Excellent communication and customer-empathy skills, with the ability to translate technical topics for non-technical users.
• A proactive, ownership-driven mindset with a commitment to continuous improvement, reliability, and teamwork.
• Frequently moves/transports equipment weighing up to 50 pounds.

Benefits

At Oura, we care about you and your well-being. Everyone here at Oura has a ring of their own and we are continually looking to improve employee health.

What we offer:

• Competitive salary and equity packages
• Health, dental, vision insurance, and mental health resources
• An Oura Ring of your own plus employee discounts for friends & family
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
• Paid sick leave and parental leave

Oura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the future.

• Region 1 $143,000 - $169,000
• Region 2 $130,000 - $153,000
• Region 3 $117,000 - $108,000

A recruiter can determine your zones/tiers based on your US location.

We are not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Missouri (MO), Nebraska (NE), South Dakota (SD), Vermont (VT), West Virginia (WV), and Wisconsin (WI)