Senior Technical Support Engineer

About the Role

We are looking for a Senior Technical Support Engineer to provide enterprise-level assistance to internal teams. In this role, you will diagnose and troubleshoot software, hardware, and network issues across diverse platforms, perform root-cause analysis, and guide employees through resolution steps. You will triage and prioritize incoming requests, maintain SLAs, and escalate complex incidents to engineering while ensuring clear, timely communication. You will document fixes, create knowledge base articles, and recommend process improvements to reduce repeat issues. You will participate in on-call rotations, monitor system health, and proactively address emerging problems. Strong problem-solving skills, stakeholder empathy, and experience with ticketing systems, remote support tools, and enterprise applications are essential.

For Massachusetts Only - The estimated annual salary for this position is between $89,000 - $99,000 annually. Compensation packages are based on factors unique to each candidate, including but not limited to skill set, certifications, and specific geographical location. This role is eligible for health insurance, equity awards, life insurance, disability benefits, parental leave, wellness benefits, and paid time off.

What You’ll Be Doing

• Serve as the initial point of contact for the resolution of issues involving: access, computer systems (laptops, desktops, VDI), applications, network, hardware, software, printers, conference rooms
• Monitor the internal Helpdesk Channel and act on requests
• Respond to service requests, incidents, and tasks, following in-house procedures and escalation processes, utilizing our ticketing system
• Provide support services to Roku employees with a wide range of technical problems and information technology issues, including, but not limited to: Microsoft products, cloud conferencing solutions, Adobe products, etc
• Perform installations, configurations, upgrade tasks, and troubleshooting of operating systems, software, and networking issues
• Troubleshoot research, diagnose, document, and resolve technical issues surrounding Microsoft Windows, MS Office applications, email, VPN, and other special applications
• Responsible for timely problem resolution or escalation on behalf of customers to the appropriate support teams
• Provide support to configure mobile devices and apps. (e.g., MFA, Slack, Zoom, Teams)
• Work independently with limited daily instruction

We’re Excited If You Have

• Minimum 5+ years of IT support experience
• Experience with Mobile Device Management platforms (i.e., JAMF, Intone)
• Experience supporting Atlassian products: Confluence, Jira, Jira Service Management, Assets
• Experience with Microsoft SaaS products: SharePoint, OneDrive, O365, Azure
• Microsoft certifications like Network+ or Cisco CCNA are a plus
• In-depth network concepts and protocols such as RPC, DNS, DHCP, TCP/IP, and the OSI model
• Excellent knowledge of Windows and Mac OS
• Intermediate knowledge of Linux
• Excellent written and verbal communication skills, with a focus on technical or instruction-oriented writing and on clearly communicating complicated concepts over the phone, in person, and in writing
• Hands-on experience using and/or troubleshooting Microsoft Windows 11, Microsoft Office 365, and macOS, Linux distro, Ubuntu
• Good understanding of wire and wireless troubleshooting, all flavors of IEEE 802.11x
• Knowledge of network fundamentals and devices, LAN, WAN, ISP, Switches, Firewall
• Creativity - the ability to think around problems and come up with creative solutions- is helpful

#LI-SSC

Our Hybrid Work Approach

Roku fosters an inclusive and collaborative environment where teams work in the office Monday through Thursday. Fridays are flexible for remote work except for employees whose roles are required to be in the office five days a week or employees who are in offices with a five day in office policy.

Benefits

Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension). Our employees can take time off work for vacation and other personal reasons to balance their evolving work and life needs. It's important to note that not every benefit is available in all locations or for every role. For details specific to your location, please consult with your recruiter.

Accommodations

Roku welcomes applicants of all backgrounds and provides reasonable accommodations and adjustments in accordance with applicable law. If you require reasonable accommodation at any point in the hiring process, please direct your inquiries to .

The Roku Culture

Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We're independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV.

We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002.