Who we are:
At Rover, pets and their people are at the heart of everything we do. We connect pet parents with trusted pet care across the U.S., Canada, Europe, and Australia.
Headquartered in Seattle and Barcelona, we’re a values driven, fast-growing tech company focused on building safe and personalized experiences tailored to the needs of each unique pet. We’re investing in AI as a business accelerator and provide every team member access to AI tools in service of creating better experiences for our community.
We are proud to be recognized as a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. At Rover we’re committed to creating an accessible, inclusive, and welcoming community, which starts with our employees.
Want to make an impact? Join our pack and come work (and play!) with us.
Your Responsibilities:
- Ensure Help Desk SLAs and ticket volumes are honored
- Answer, prioritize and resolve incoming Help Desk incidents/requests while providing an outstanding customer experience
- Provide on-site support from our Poblenou Barcelona office, with the option for some occasional flexible work from home.
- Provide software support, e.g. user account management, troubleshooting, installation and configuration
- Provide hardware support, e.g. laptop provisioning/deprovisioning, break/fix for laptops, A/V equipment, and copiers
- Implement and lead AI usage across the company as part of the IT team
- Handle onboard/off-boarding tasks for employee lifecycle in collaboration with HR and our Workplace Experience team.
- Build and maintain internal team documentation
- Participate on special IT projects and initiatives
Your Qualifications:
- 1+ years of corporate IT Help Desk experience
- Experience providing hardware and software support primarily on Macs and some Windows laptops
- Experience administering user accounts in corporate applications such as Okta, Google, and Atlassian products
- Experience using an IT service management system to manage your work, e.g. Jira Service Management
- Experience problem solving basic LAN/WAN networking issues, e.g. wireless performance issues and networking troubleshooting
- Experience with the IT tasks associated with on/off-boarding employees/non-employees
- Ability to be self-directed and work independently as a member of a team
- Strong attention to detail and precision in following set processes
- Thrives in a dynamic environment, demonstrating the ability to adapt to evolving priorities and ambiguous situations.
- Ability to occasionally work evenings or weekends and lift up to 10 pounds
- Fluent in English and able to communicate with vendors in Spanish
Nice to have:
- Apple Genius Bar or similar experience
- Experience supporting IT General Controls (ITGC) initiatives related to SOX, PCI, CCPA and/or GDPR regulations
- Knowledge of Linux, iOS or Android troubleshooting
- Familiarity with AI usage in enterprise applications, prompt engineering, etc.
Why we'll hire you:
- Qualified for the position and your values align with Rover's Core Values
- A fast learner that can quickly pick up new technologies
- An excellent support specialist who wants to get even better
- A superb communicator
- Good at embracing a problem, but also knows when to seek help
- Eager to improve processes and seek out solutions to team pain-points
- Able to work independently
Benefits of Working at Rover.com:
- Long-term incentive plan with a company performance-based cash payout
- Pension plan
- Private medical insurance
- 25 days PTO
- Meal allowance and flexible compensation plan (transport and nursery)
- Gym membership
- €450 to cover the costs associated with the adoption of a pet
- Annual €150 wellness reimbursement
- Flexible work hours, sometimes you'll need to be in at certain times, but on the whole, we're pretty flexible when it comes to managing workload and time
- Grab snacks, fresh fruit, in our kitchen to keep yourself going
- Regular team activities, events, game nights, and more
- Dog-friendly office
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What We Do
At Rover, everyone has ownership of their work and the opportunity to make a true impact. We believe that being diverse and inclusive is key to our success and encourage every employee to share their unique perspective while being their true self. We believe everyone deserves the unconditional love of a pet, and Rover exists to make it easier to experience that love. We’re supporting dog owners and empowering dog sitters to run thriving pet-care businesses in your neighborhoods. The Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe.
