Senior IT Support Engineer

At Walden Robotics, we envision a world where general-purpose robots dramatically improve the quality of life for all people—supporting us at home, at work, in factories, on farms, and beyond. To accomplish this, we are building a team of exceptional professionals who combine world-class technical skills with creative vision, grounded in humility and collaboration. **Position Summary:** We're looking for a Senior IT Support Engineer to be the face of IT for our growing team in Cambridge and the senior owner of the end-user technology domain. Reporting to the Head of IT & Infrastructure, you will own the day-to-day end-user experience—device lifecycle, identity and access, conference room and A/V, and Tier 1/2 support across Linux, macOS, and Windows—while also owning the larger cross-functional projects that shape how the whole company works: onboarding at scale, workplace technology buildouts, service-desk maturity, and the tooling and automation behind them. As the senior individual contributor for end-user IT, you are the escalation endpoint and subject-matter expert in this domain. You operate independently, set the standard for quality, and raise the bar for everyone who touches end-user technology—including the external contractors you direct and the cross-functional partners you work alongside. This is a hands-on role for someone who takes ownership of the entire user experience, treats support quality as a product, and connects that work back to Walden Robotics' broader mission. **Core Responsibilities:** - Complex Project Ownership (Cross-Functional): Own complex, cross-functional projects end-to-end: scope, plan, execute, and land initiatives such as onboarding-at-scale, conference room and lab buildouts, ITSM/CMDB rollouts, and identity and MDM migrations. Partner across People/HR, Facilities, Security, and Engineering to deliver technology projects that span more than one team, owning the outcome rather than just the IT slice. Build and maintain the end-user IT roadmap in partnership with the Head of IT; sequence work against business priorities and communicate trade-offs clearly. - Subject-Matter Expertise & Escalation Endpoint: Serve as the subject-matter expert and escalation endpoint for end-user technology across Linux, macOS, Windows, iOS, and Android—the person Tier 1/2 issues resolve to, not away from. Own the hardest device, identity, access, connectivity, and A/V problems; drive root-cause analysis and permanent fixes rather than repeat workarounds. Communicate clearly across the org—from non-technical new hires to senior engineering staff—translating technical decisions into plain language and setting expectations with confidence. Escalate genuine Tier 3+ / specialized engineering work to the Head of IT or engineering teams when scope or risk warrants, with a clear hand-off and recommendation. - User Lifecycle: Own the end-to-end onboarding experience: ensure new hires have provisioned devices, accounts, and access on day 1, and a smooth first-week ramp—then improve the system so it scales as headcount grows. Procure, image, and ship hardware on a timeline that beats start dates—not on them. Execute and validate offboardings: account deprovisioning, device recovery, secure wipe, and access removal across all systems. Own the lifecycle process itself; identify gaps, automate where possible, document the new state, and hold the quality bar over time. - End-User Support & Service Management: Serve as the primary point of contact for user issues, and own the health of the overall support function. Own Tier 1/2 support for device, account, access, productivity, connectivity, and conference room issues. Own ticket SLAs, queue health, and reporting; surface patterns, quantify impact, and drive fixes upstream. Build and maintain user-facing documentation, runbooks, and knowledge base articles, and set the standard others follow. Lead user enablement: new tool rollouts, training sessions, and self-service guidan…