Company Description
Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy, Reverb, or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

What’s the role?

Etsy is seeking a senior desktop support technician to join our Helpdesk team and help support the tools and infrastructure that directly impact the productivity of our enterprise organization. The tools we are responsible for are used every day by Etsy employees. We’re looking for people who excel at working with others, challenge the status-quo, and are extraordinary problem-solvers. We value clear communication, honest feedback, and empathy for the users of our services. This is an exciting time to join Etsy, as we embark on next-generation work. 

This is a full-time position reporting to the Senior Engineering Manager, Internal IT. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy. 

This role requires your presence in Etsy’s Mexico City office once or twice per week depending on your proximity to the office. Candidates living within commutable distance of our Mexico City office or in Guadalajara may be the first to be considered. Learn more details about our work modes and workplace safety policies here.

What’s this team like at Etsy?

• The Helpdesk team’s mission is to provide and support Etsy staff with technology to collaborate, communicate, & connect across geographical boundaries. We strive to reduce friction and toil for our employees to enable business productivity in a secure and friendly environment. We support highly technical software engineers and employ engineering practices. This role would collaborate with the rest of the Helpdesk and greater Internal IT team who are based in Brooklyn, NY and Dublin, Ireland.

• The technical staff at Etsy believes that code is craft and that the work we do is part of a larger creative culture that includes hundreds of thousands of inspired artists and designers who make Etsy such a unique marketplace. We believe that small, empowered, self-motivated teams can do big things. We believe in measuring everything, delivering value early and often, and keeping up a blameless culture based on trust and a commitment to learning. Learn more about our engineering philosophies, tools, and some of the challenges we’ve been solving on our Engineering blog: http://codeascraft.com/

What does the day-to-day look like?

• You will provide frontline IT support for the business of Etsy, including onboarding, offboarding, fulfillment/break/fix for hardware and software, end user training, office desk and conference room equipment, inventory/shipping/receiving, user access requests, and others.

• You will share responsibility for the operations and support for a variety of business applications including Okta, Google Workspace, Zendesk, Atlassian products, JAMF, and Slack.

• You will lead with optimism and empathy while providing both in-person and remote support to Etsy’s internal customers. 

• You will be a technical lead on projects and mentor to junior employees.

• You will document procedures, policies, technical instructions and other processes.

• Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Qualities that will help you thrive in this role are:

• 5+ years of experience working in tech support/customer service

• Fluency in both English and Spanish

• Advanced experience with macOS and fleet management tools like JAMF Pro

• Administration experience with Google Workspace, Okta, Slack, Microsoft O365, and other SaaS applications

• Administration experience with Okta

• Experience with Google Meet and AV conferencing technology

• Experience with ticketing systems such as Zendesk and Jira

• Experience with Python, JavaScript, and/or Bash

• Experience with scripting and/or tools for automation and workflow development

• Experience being a technical lead on projects

• Experience with WiFi and networking support

• Excellent interpersonal skills, including strong listening, written and verbal communication with the ability to clearly and professionally communicate with others in person, via email, and Slack

• You value workflow efficiency and believe in continuous improvement for yourself and your team.

• You’re creative, curious, and eager to learn.

• You believe in documentation and knowledge-sharing with others. 

• You are passionate about your customer's experience.

Additional Information

What's Next
If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.

Our Promise
At Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.