IT Support Specialist II

San Francisco · San Francisco, CA · USD 93,500-110,000 · 1-3 years experience · Posted Oct 13, 2026

At a glance

Oura is looking for an IT Support Specialist II to join the IT Support team and provide hands-on Tier 1–2 support for employees at the San Francisco office and across the distributed workforce.
In this onsite role, you will troubleshoot macOS, Windows, identity, endpoint management, SaaS, and AV issues while supporting onboarding and device readiness.
You will also help improve the AI-first support model by strengthening knowledge resources and flagging recurring issues to resolve employee needs more reliably.

Deliver reliable Tier 1–2 support for San Francisco-based and remote employees, meeting service expectations while reducing routine escalations to senior IT staff.
Keep employees productive and new hires ready to work by ensuring devices, access, and core workplace tools are dependable through onboarding, offboarding, and day-to-day support.
Own the health and lifecycle of a defined device or software domain, maintaining consistent configuration standards across endpoint and identity platforms and improving reliability over time.
Reduce repeat incidents by recognizing patterns, driving root-cause follow-up, and turning recurring symptoms into durable fixes.
Improve AI-assisted support quality by strengthening knowledge content, reviewing resolution patterns, and validating AI-generated guidance so Atomicwork resolves more issues accurately and autonomously.
Expand Tier 3 capability over time, resolving increasingly complex issues independently while using sound judgment about when to escalate.

1–3 years of IT support experience, with demonstrated ownership of Tier 1–2 tickets.
Hands-on troubleshooting experience across macOS and Windows, basic networking, and common workplace SaaS tools.
Experience with endpoint management (such as Mosyle, Intune, Jamf, or Kandji) and identity/access tools (such as Okta or Google Workspace).
Experience supporting video conferencing or office AV systems, such as Google Meet or Zoom Rooms.
Strong customer communication and sound judgment: you know when to resolve an issue, verify AI-generated guidance, or escalate.
Regular use of LLM assistants for work, with care to verify outputs before acting on them.
Ability to work onsite in the San Francisco office five days per week and provide on-call support for major emergencies only.

Competitive salary and equity packages
Health, dental, vision insurance, and mental health resources
An Ōura Ring of your own plus employee discounts for friends & family
20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
Paid sick leave and parental leave