IT Support Specialist
US$160,000 – US$180,000 / yr base salary
Posted 21 Aug 2026
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 2–5 yrs
- Management level
- Individual contributor
- Employment
- On-Site
- Contract
- Contract
| Base salary | US$160,000 – US$180,000 / yr |
|---|
About us
Sierra is the leading platform for customer-facing AI agents, working with many of the world's biggest brands — including The GAP, Rocket Mortgage, SoFi, Sutter Health, and SoftBank — to transform how they serve customers and grow their businesses. We are primarily an in-person company based in San Francisco, with growing offices across North America, Europe, and Asia.
We are guided by a set of values that are at the core of our actions and define our culture: Trust, Customer Obsession, Craftsmanship, Intensity, and a commitment to balancing Family along the way. These values are the foundation of our work, and we are committed to upholding them in everything we do.
Our co-founders are Bret Taylor and Clay Bavor. Bret currently serves as Board Chair of OpenAI. Previously, he was co-CEO of Salesforce (which had acquired the company he founded, Quip) and CTO of Facebook. Bret was also one of Google's earliest product managers and co-creator of Google Maps. Before founding Sierra, Clay spent 18 years at Google, where he most recently led Google Labs. Earlier, he started and led Google’s AR/VR effort, Project Starline, and Google Lens. Before that, Clay led the product and design teams for Google Workspace.
What you’ll do
As an IT Support Specialist in New York, you'll be the hands-on, on-the-ground owner of day-to-day IT for one of our fastest-growing offices. You'll be the first person teammates turn to when something isn't working, and the person who makes sure hardware, conference rooms, and the office network simply work. This is a role for someone who thrives in execution mode and enjoys solving problems quickly and efficiently. Your responsibilities will include:
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IT Support: Serve as the first line of defense for employee IT issues in New York, with deep focus on macOS troubleshooting, application support, and network connectivity.
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Global Support Queue: Share responsibility for Sierra's global IT helpdesk queue during your regional working hours: triage new requests, resolve issues across offices, keep ownership clear, coordinate escalation, and provide clean cross-time-zone handoffs.
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Technical User Support: Support engineers and other highly technical teammates with curiosity and confidence, using logs, command-line tools, and clear written communication when appropriate.
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AI-Assisted Troubleshooting: Use approved AI tools thoughtfully to accelerate research, hypothesis generation, and documentation while protecting sensitive data and independently validating consequential recommendations.