IT Support Engineer

Who We Are

Tomo is a digital mortgage company on a mission to eliminate the greed and complexity in lending, helping homebuyers save thousands of dollars. Our AI-driven customer experience makes the lending process faster, less frustrating, and more affordable. By passing these savings directly to homebuyers, we eliminate excessive fees and inflated rates that cost Americans billions each year. Backed by top-tier venture investors, including Ribbit, Citi Ventures, NFX and Progressive Insurance, Tomo is poised to become one of the most valuable fintech startups of our generation.

Location: New York, NY

Reports To: Director of IT & SRE

Type: Full-Time; On-site

The Role

We are looking for an IT Support Engineer to own the technology experience from our NYC office. This isn't just a help desk job—it’s a role for a disciplined, high-judgment owner who can support our front-line mortgage sales and operations teammates and executive teams, secure our environment, and build the automation and practices necessary for us to scale from 150 to 250+ employees.

You will be the face of IT in our New York City office, reporting to the Director of IT & SRE, who works remotely. You will work alongside our front-line sales and operations team as well as the CEO and executive leadership, requiring a level of maturity and executive presence that ensures technology is an accelerator, never a distraction. This role will be based in our New York City office 5 days a week. Travel to our Seattle or Detroit offices may be required a few times a year for special projects.

How You Will "Own It"

• Embody Omotenashi: You don’t wait for a Slack message to fix a conference room. You anticipate needs, ensuring the NYC office is always ready. You provide a service experience that is proactive, human, and seamless.

• Operate from First Principles: You don’t follow convention for convention’s sake. You Always Ask Why. When you encounter a clunky process or a legacy rule you dig into the underlying tensions and needs to find a better way. You solve for the root cause, not the symptom.

• Scale through Automation: You have a relentless focus on reducing cost and complexity. If you see a task twice, you automate it. You will use scripting tools like PowerShell, Python, and workflow automation tools like Zapier or Windmill to build workflows that allow our company to grow 60% without adding IT headcount.

• Create Clarity: You will build and curate a world-class internal knowledge base, turning complex technical hurdles into simple, self-service guides that empower our team to be self-reliant.

• Security First: You are our first line of defense. You have the common sense to spot social engineering and the professional courage to enforce security protocols, even with senior leadership, to keep Tomo safe.

• Team the Hard Ones: You will troubleshoot complex networking and systems issues independently, but you have the judgment to team the hard ones by escalating critical security or infrastructure risks to leadership before they become meltdowns.

You’ll Need

• Experience: 3-7 years of hands-on IT experience. This isn't your first rodeo, but you're still hungry to build. You’ve supported high-stakes environments and know how to remain calm when a CEO’s laptop fails ten minutes before a board meeting.

• Technical Mastery: You are a great Windows admin with a deep understanding of OS configuration, hardware troubleshooting, and office networking.

• Troubleshooting and problem solving skills: honed techniques for isolating the root cause. Curiosity to dig in and understand why things go wrong so that we can prevent them in the future. You love a good puzzle.

• Automation Mindset: Proficiency in scripting languages and workflow automation tools. You'd rather write a script than click a button fifty times.

• High EQ & Resilience: You will deal with frustrated people and high-pressure situations. You handle these with patience, empathy, and the ability to say hard truths respectfully.

• Independence: You are disciplined and can manage your own schedule, projects, and the physical office footprint without a manager looking over your shoulder.

The Tomo Way

We are not looking for a "ticket-taker." We are looking for someone who lives our operating principles:

• Clarity is Genius: You communicate simply and confirm understanding. You write things down and make knowledge searchable and discoverable

• Always Ask Why: You look for the root cause of every technical glitch

• Be Human and Fun: You bring your humanity to work, building trust with your teammates through genuine care

Benefits

We strive to anticipate your needs in order for you to be a healthy, motivated, and happy team member. We provide a variety of competitive benefits including (but not limited to):

• Equity Ownership: All teammates receive stock options—we win together

• Comprehensive Medical, Dental, and Vision plans for you and your dependents with some plans 100% covered

• Work-life balance and a generous paid time off policy

• In order to support teammates who become parents, Tomo Mortgage provides paid parental leave

• 401(k) retirement plan