Senior IT Support Engineer

About this role

Altana is the network for trusted trade. Our AI-powered product network empowers governments and businesses to build a more resilient and secure global economy while keeping trade flowing.

The Opportunity at Altana

Altana is looking for an experienced and passionate Senior IT Support Engineer to join our rapidly growing IT department. This is a role for someone who loves being the person others turn to when things break, and who wants a real hand in shaping how a fast-scaling, AI-forward company runs.

You will be the escalation point for our frontline service desk, the engineer who owns the hardest problems, and a key voice in the technology decisions that shape how the entire company works. You’ll partner closely with our security team on incidents, access, and hardening our environment against real threats.

At Altana, AI isn’t a side project, it’s how we work. We are a fast-scaling, AI-forward company where you will be an early adopter and internal champion for AI-driven IT, using modern tooling to automate the routine and scale your impact well beyond a traditional support role. We expect our engineers to embrace these tools eagerly, experiment with new technologies, and help the rest of the company do the same.

If you’re energized by solving hard problems, making high-impact decisions, and being trusted to protect and improve the systems everyone depends on, we’d love to talk.

You Will

Own the Hardest Problems

• Provide L2 IT Engineering Support and serve as the escalation point for the service desk, taking on complex, high-stakes tickets that need deeper expertise, always with professionalism, patience, and empathy.

• Maintain and evolve the service desk and service catalog so our offerings keep pace with a fast-growing, fast-changing organization.

• Turn repeat tickets into permanent fixes by solving recurring problems at the source.

Deliver a Seamless Endpoint & Workplace Experience

• Own the full lifecycle of our Windows and Mac fleet through MDM platforms like Iru and Intune, from zero-touch enrollment and configuration through patching, updates, and retirement.

• Monitor and troubleshoot network connectivity across our offices, keeping users online and productive.

• Support and maintain the office A/V and collaboration technology that powers our meetings and conference rooms.

• Deliver a smooth onboarding and offboarding experience for every employee, from day-one provisioning to clean, secure deprovisioning.

Partner with Security to Harden the Environment

• Work closely with our Security team to implement best practices, harden our systems, and respond to incidents as they arise.

• Help manage network security and access controls, ensuring the right people have the right access and nothing more.

• Keep our practices compliant with data protection and privacy regulations.

Scale IT Through AI & Automation

• Partner with stakeholders and application owners to manage our SaaS portfolio and inform the technology decisions that shape how the company works.

• Build and maintain strong vendor relationships that keep our tools and support running smoothly.

• Leverage AI and automation to eliminate routine work, resolve issues faster, and raise the quality of service across the org, acting as an internal champion for AI-first IT.

• Maintain detailed records of requests, resolutions, and equipment inventory, and report on system performance and support activity.

You Have

• Bachelor’s or Master’s in Computer Science, Data Science, or equivalent experience.

• 4+ years of real-world IT support experience in a fast-paced environment, supporting 250+ end users.

• Hands-on depth across the modern IT stack: MDM (Iru, Intune, or Jamf), identity and SSO (Okta, Entra), core networking, and day-to-day macOS and Windows administration.

• A track record of owning and delivering projects with major organizational impact.

• Clear, patient communication with both technical and non-technical people, and a commitment to white-glove customer service.

• A high sense of ownership: you work independently with minimal oversight, juggle multiple projects, and prioritize effectively while staying aligned with the team's goals.

• A passion for enabling the organization to accomplish its mission through AI and modern support technology, from LLM assistants to AI-driven ITSM.

Nice to Have (but not required):

• Experience at a startup or in a high-growth environment.

• Experience supporting a globally distributed team.

• Experience automating tasks with Python, PowerShell, or Bash.

• CompTIA A+, Network+, Security+, or ITIL certifications.

This role is based in Brooklyn, NY, USA with hybrid work flexibility and candidates must be within commuting distance from our Williamsburg office.

US Salary Range and Benefits

$125,000 - $145,000 USD

The salary range, to the extent specified for this role, is a good faith statement of the minimum and maximum levels of the annual based salary for the position. The base salary offered to a successful candidate will depend on a wide range of compensation factors, including, but not limited to, work experience, education and/or training, critical skills, and/or business considerations. Competitive equity grants are included in the majority of full time offers; and are considered part of Altana's total compensation package. Altana also offers either a discretionary bonus or a variable compensation plan depending on the role. Additionally, Altana offers top-tier benefits for full-time employees, including:

• Flexible Time Off: Altana operates with a Flexible Time Off (FTO) policy that gives you agency over your own time off so you can maximize your work-life balance.

• Parental Leave: We offer industry leading Paid Parental Leave (PPL), providing 14 weeks of leave for non-birthing, adoptive, and foster parents and up to 26 weeks of leave for birthing parents, all paid at 100% of your base salary.

• Health Benefits: We have a full suite of med

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