Sr. IT Support Specialist at Drift

| Boston, MA
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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
    • AngularJSFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

An Insider's view of Drift

What are some social events your company does?

Every summer we take a few days as a team and head to Western Massachusetts for Camp Drift! Camp is an amazing weekend where we take a moment to celebrate what we have accomplished, and set goals for the coming year.

Lacey

Public Relations

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.

Kari

Director of Learning and Development

What is your vision for the company?

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

CEO, Co-Founder

What’s the vibe like in the office?

High-energy! From sales, to marketing, to customer success and beyond everyone rallies around one common goal which is putting the customer first. End of month is always exciting for this reason.

Amanda

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 an extensive employee benefit plan. On top of comprehensive health, dental, and vision plans, we also offer generous PTO, parental leave for primary and secondary caregivers, 401K matching, wellness perks and discounts, free lunch, snacks and coffee every day, the Drift book club (one free book of your choosing a month!), a mentor series, and more.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Intracompany committees
We hold two all-hands meetings a week - Monday Metrics where we align on goals for the week, and Show and Tell where someone from each department presents a project they're working on.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
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 Benefits
Vision Benefits
Health Insurance Benefits
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
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
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
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Our Conversation Spaces are all fully stocked with snacks and drinks for the employees who decide to utilize the spaces.
Happy Hours
Recreational Clubs
Fitness Subsidies
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.
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Customized development tracks

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