IT Support Engineer

WHO WE ARE Video is 90% of the world's data. Most of it is invisible to machines. TwelveLabs builds the intelligence layer to change that. Our multimodal AI models understand video the way humans do — across sight, sound, and motion — and power production-scale AI workloads across media, entertainment, sports, security, and government. We have raised more than $210 million from NEA, Radical Ventures, Amazon, NVIDIA, Snowflake, Databricks, Index Ventures, NAVER Ventures, Korea Investment Partners, Quadrille Capital, Red Bull Ventures, and AI pioneers including Fei-Fei Li, Silvio Savarese, and Alexandr Wang. We are a global company, headquartered in San Francisco with offices in Seoul, New York, and London, and employees around the world. We believe the differences in our cultural, educational, and life experiences make our products stronger. Building technology that understands the world in all its complexity requires people who see it from every angle. We are looking for individuals who are driven by hard problems and want their work to matter. Come build it with us! ABOUT THE ROLE TwelveLabs is looking for an IT Support Engineer to help build, operate, and scale the internal technology systems that keep our global workforce productive and secure. This is a hands-on role spanning employee support, identity and access management, endpoint management, SaaS administration, automation, office technology, and IT operations. You’ll be a primary point of contact when something isn’t working, but just as importantly, you’ll help eliminate recurring IT problems through better systems, automation, and tooling. You’ll own and improve critical employee lifecycle workflows such as onboarding, access provisioning, device deployment, role changes, and offboarding. You’ll also work closely with Security, People, Legal & Compliance, Finance, and Engineering teams to support access, endpoints, and the growing ecosystem of SaaS and AI tools used across the company. Our environment is global and highly distributed, with headquarters in San Francisco and Seoul, branch offices across the US and EU, and remote employees around the world. We operate with a modern, cloud-first technology stack and expect our IT systems to be automated, secure, compliant with global regulations, and easy for employees to use. We’re looking for someone who enjoys solving difficult technical problems, learns unfamiliar systems quickly, looks for opportunities to automate repetitive work, and believes great internal technology should mostly stay out of the user’s way. Candidates must be able to travel up to 10% of the time annually to attend conferences, off-site meetings, and other business-related events as required by the role. This role may require participation in on-site interviews and/or completion of in-person onboarding processes. IN THIS ROLE, YOU WILL - Serve as a primary point of contact for employee technology issues across hardware, operating systems, identity, networking, SaaS applications, and corporate infrastructure. - Diagnose and resolve issues across our primarily macOS device fleet, with additional support for Windows endpoints and other devices as-needed. - Administer core IT platforms including identity providers, productivity suites, MDM, endpoint security tooling, networking, and enterprise SaaS applications. - Own and improve onboarding, offboarding, role changes, device provisioning, and application access workflows. - Build and manage secure, high-performing Wi-Fi and IT access systems for our San Francisco & Seoul offices and future office locations - Build automation for provisioning, deprovisioning, access management, inventory, and other high-volume IT processes. - Use scripting, APIs, and automation platforms such as Python, Bash, and Okta Workflows to eliminate repetitive tasks. - Manage identity and access across platforms such as Okta, Google Workspace, GitHub, AWS, and enterprise SaaS applications. - Support office moves and reconfigurations, including coordinating logistics and ensuring minimal disruption to employees. - Support endpoint configuration, compliance, patching, and lifecycle management through modern MDM platforms. - Help evaluate, deploy, govern, and troubleshoot the AI development and productivity tools used across the company. - Support compliance on-going security and compliance audits; and maintain required technical IT controls and evidence across frameworks such as SOC 2, CMMC/NIST 800-171, GDPR, and ISO 27001. - Partner with Security, People Operations, and Legal & Compliance on access governance, endpoint security, IT controls, and other compliance initiatives. - Identify recurring support patterns and address them through automation, better tooling, documentation, or systemic fixes. - Support office technology and networking, including conference rooms, AV systems, wireless networks, switches, and related infrastructure. - Manage global IT asset lifecycle processes including procurement, inventory, deployment, recovery, and replacement. - Write and maintain internal IT documentation, runbooks, troubleshooting guides, and knowledge base content. - Drive technical escalations that require coordination across internal teams or vendors. - Participate in an on-call or escalation rotation as needed for business-critical issues outside normal US business hours. YOU MAY BE A GOOD FIT IF YOU HAVE - 4+ years of experience in IT engineering, systems administration, corporate IT, endpoint engineering, or technical support. - Experience in a startup, high-growth technology company, or similarly fast-moving environment, supporting a distributed workforce across multiple countries and/or time zones. - Strong, methodical troubleshooting skills across endpoints, applications, identity systems, and networks. - Significant hands-on experience supporting macOS, along with working knowledge of Windows. - Experience administering modern identity platforms such as Okta, Google Workspace, or Microsoft Entra ID. - Hands-on experience with device management configuration profiles, tooling, and MDM platforms such as Kandji, Jamf, or Microsoft Intune. - Experience implementing modern IAM protocols and industry standards such as SSO, SAML/OIDC/OAuth 2.0, least-privilege principles, and common access control models such as RBAC and ABAC. - Solid networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, VPN/ZTNA, routing, and switching. - Experience using Python, Bash, PowerShell, Go, APIs, or workflow automation to streamline operational tasks. - Hands-on experience building and maintaining the technical compliance controls behind frameworks such as SOC 2, ISO 27001, NIST 800-171/CMMC, PCI DSS, or GDPR - Strong communication skills and the ability to work effectively with users across a range of technical backgrounds. - A strong sense of urgency, ownership, and discipline to solve root causes rather than repeatedly treating symptoms. - An automation-first mindset and the ability to manage multiple competing workstreams and priorities. PREFERRED QUALIFICATIONS - Have hands-on experience with modern zero-trust, device trust, conditional access, or EDR security tooling such as CrowdStrike Falcon. - Have experience with modern zero-trust and secure access platforms such as Cloudflare Zero Trust, Zscaler, or similar. - Have experience supporting cloud infrastructure and managing identity and access management (IAM) across platforms such as AWS, GCP, or Azure. - Have supported engineering-heavy organizations using developer tooling, cloud infrastructure, and AI-assisted development platforms. - Have experience deploying or governing enterprise AI tools, LLM platforms, or AI coding assistants. - Have built integrations between HRIS, identity providers, MDM, ticketing systems, and SaaS applications. - Have contributed to major IT initiatives such as identity migrations, MDM deployments, SaaS rollouts, office build outs, or office network redesigns. - Hold relevant IT, networking, or system administrator certifications (e.g. CompTIA A+/Network+, Google Workspace Administrator, Okta Certified Administrator, Apple certifications) BENEFITS AND PERKS 🤝 An open and inclusive culture and work environment 🚀 Work closely with a collaborative, mission-driven team on cutting-edge AI technology 🏥 Full health, dental, and vision benefits 🌴 Extremely flexible PTO and parental leave policy. Office closed the week of Christmas and New Years 💪 Monthly wellness stipend 📚 Annual Learning & Development stipend to invest in your growth 💼 Global offices in San Francisco and Seoul, and coworking office memberships for remote team members 🛂 VISA support where applicable 🚆 Transportation stipend (SF onsite only) 🍲 Daily lunch & dinner provided (SF onsite only)