Sr. IT Support Specialist

| Boston, MA | Hybrid
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About Drift:

Drift is the Conversational Marketing platform that combines chat, email, video, and automation to remove the friction from business buying. With Drift, you can start conversations with future customers now, on their terms -- not days later. There are over 50,000 businesses that use Drift today to generate more revenue, shrink sales cycles, and make buying easy. Our mission is to use conversations to make business buying frictionless, more enjoyable, and more human.

About the team and role: 

Drift’s Information Technology team is responsible for the hardware, services, and systems that drive company-wide productivity and communication; from infrastructure elements like office networks, device management, and digital identities to day-to-day operational logistics and support, we’re technical people, but we exist for the people who use that technology and not for the technology itself. We’re advocates. We’re creative thinkers. We learn from the past but our focus is on reimagining the future of Information Technology at Drift and we’re working to humanize the experience every day.

We’re looking for someone to join our IT Support team, someone with a strong technical background and an equally matched desire to help people use technology better. We need someone who understands “technically how it works,” but who is just as comfortable explaining “basically how to use it.” In this role, clear communication and the ability to align with the people we support is crucial. Within the team, you can expect collaboration and cross-training daily; it will be expected of you that you’re contributing to other functions within the team as well.

By month 3 you’ll:

  • Understand the Information Technology team structure and how we function
  • Be familiar with our systems and resources
  • Be particularly familiar with our support request system and how we use it
  • Be one of our support responders, providing thorough, communicative, and timely support

By month 6 you’ll:

  • Be our primary support responder, knowing when to seek resolution and when to escalate
  • Be an expert user of our primary systems and contributing to employee learning opportunities
  • Be partnering with senior team members to create and update support documentation
  • Be cross-training on and contributing to our IT Operations function

By month 12 you’ll:

  • Be contributing ideas and implementing change to help level up our support processes
  • Be contributing to and helping maintain our various team resource libraries
  • Be an active contributor to our IT Operations function

You’ll need:

  • Experience providing excellent technical support while ensuring a great customer experience
  • Strong technical understanding of and familiarity with Apple Mac hardware and macOS
  • Technical understanding of Microsoft Windows and familiarity with other operating systems
  • Familiarity with business collaboration systems (e.g. Google Workspace, Slack)
  • Familiarity with A/V hardware and video conferencing systems (e.g. Zoom, Google Meet)
  • Familiarity with computer networking concepts and systems (e.g. Cisco Meraki)
  • Awareness of device, identity, & access management systems (e.g. Jamf Pro, Okta)

You are:

  • Someone with a desire to help people use technology better
  • An excellent communicator, both in conversation and writing
  • Organized, with an attention to detail
  • Self-directed, with an aptitude for learning
  • Humble, with a willingness to own and learn from failure 
  • Systematic, with the ability to trace technical issues and document processes


Drift is committed to being an equal opportunity employer. 

We know that applying for a new job can be intimidating. But guess what? At Drift, there is no such thing as an “ideal candidate.” We believe in the power of teamwork -- and in the desire to learn something new every day. We believe in hiring people, not just skills. Take it from our CEO. 

If this sounds like a company you would like to join and a role you would thrive in, please don’t hold back from applying! Whatever skills you bring to the table or background you’re coming from, we welcome you to start a conversation with us. We need your unique perspective for our continued innovation and success. We’re looking forward to learning more about you!

Drift is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected] #LI-Remote

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • DjangoFrameworks
    • Node.jsFrameworks
    • DynamoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • AWS (Amazon Web Services)Services
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

An Insider's view of Drift

How would you describe the company’s work-life balance?

Drift is a digital first environment, which means employees’ primary work experience is remote and Drifters can collaborate in “Conversation Spaces.” This allows us to focus on outcomes rather than time spent in the office. If we're hitting our goals, you are free to work hours that suit you, wherever suits you. It allows for the ultimate balance.

Kaitlyn

Marketing

How do you collaborate with other teams in the company?

I feel really lucky because I get to work with the Sales, Customer Success, Product, and Ops team on a regular basis. We say "One team, one dream" un-ironically and are always willing to hop into anything that benefits the customer.

Sara

Conversational Marketing Specialist

What makes someone successful on your team?

Our leadership principles are the core of who we are and how we operate every day. Bringing these in to your actions, decisions, and how you deliver results is the surest way to be successful here. Walk the talk. Focus on the customer. Deliver results every single day.

Brit

Director of Learning and Development

How do you make yourself accessible to the rest of the team?

Today, all of our lives run in real-time. As a result, our expectations for how we communicate with businesses have changed: we expect answers in real-time too. Customers have all of the power today, and that’s why we put a premium on how we’re treated. Businesses need to adapt to this shift in order to thrive today, and that’s what we focus on.

David

Executive Chairman, Co-Founder

What does your typical day look like?

While my days vary, it usually consists of connecting with customers to walk through their results and celebrate their wins, digging a bit deeper into what’s going on at their organization, and delivering recommendations on how they can achieve greater results. I also connect with Product to share what our customers are saying to help improve Drift

Chris

Customer Success Manager

What are Drift Perks + Benefits

Drift Benefits Overview

Our employees are our greatest asset. To take care of you and your family, we offer a robust employee benefit plan. On top of comprehensive and affordable health, dental, and vision plans, we also offer generous PTO, parental leave for primary and secondary caregivers, 401K matching, wellness perks and discounts, snacks, soft drinks, tea, and coffee every day. The Drift book club (order one free book of your choosing per month!) is one of our most popular perks. Free subscription to Headspace is great as well!

Culture
Volunteer in local community
Most recently, groups of Drifters have enjoying helping out the Greater Boston Food Bank - they had fun and found it rewarding!
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
In-person revenue kickoff
Employee awards
Flexible work schedule
Remote work program
We have a hybrid model, where those near our Conversation Spaces might go into the office once or twice a week. Some love being onsite 4 or 5 days a week - it works well for them!
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
At Drift we have eight different Employee Resource Groups for people of similar backgrounds or interests to promote inclusion.
Hiring practices that promote diversity
We have a recruiter devoted to diversity sourcing to help us reach our diversity related hiring goals.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Every other week Inner City Weightlifting comes to the office to teach a fitness class to Drift employees.
Mental health benefits
We offer all employees a free subscription to the Headspace meditation app, employee-led yoga and meditation breaks, and have an Employee Resource Group that focuses on mental well-being
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
At Manager level and above, equity kicks in.
Performance bonus
Each role currently has an annual performance bonus plan tied to meeting and exceeding various goals.
Charitable contribution matching
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Our flexible spending account allows you to designate pre-tax dollars to spend on qualified dependent care expenses such as daycare, after school care, or summer camp.
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
We have unlimited vacation time, which includes sick days, paid holidays, etc.
Paid volunteer time
Sabbatical
After working at Drift for three years, all Drift employees are eligible for a month-long sabbatical.
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Our flexible spending account allows you to designate pre-tax dollars to spend on commuting expenses.
Company-sponsored outings
Free snacks and drinks
Our Conversation Spaces are all fully stocked with snacks and drinks for the employees who decide to utilize the spaces.
Some meals provided
Company-sponsored happy hours
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
We offer a home office stipend to all employees, as well as a $100 credit each month towards internet, office supplies, etc.
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

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