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Senior End User Support II, Team Lead

2 months ago

Sunnyvale, California, United States Cruise Full time

We're Cruise, a self-driving service designed for the cities we love.

We're building the world's most advanced self-driving vehicles to safely connect people to the places, things, and experiences they care about. We believe self-driving vehicles will help save lives, reshape cities, give back time in transit, and restore freedom of movement for many.

In our cars, you're free to be yourself. It's the same here at Cruise. We're creating a culture that values the experiences and contributions of all of the unique individuals who collectively make up Cruise, so that every employee can do their best work.

Cruise is committed to building a diverse, equitable, and inclusive environment, both in our workplace and in our products. If you are looking to play a part in making a positive impact in the world by advancing the revolutionary work of self-driving cars, come join us. Even if you might not meet every requirement, we strongly encourage you to apply. You might just be the right candidate for us.


What do we need?

Cruise Enterprise Operations is a fast-paced and scaling environment, working with cutting-edge technologies. We are looking for an advanced professional who will help the team develop solutions to open and evolving questions, and provide technical leadership to peers and more junior members of the team.

What will you do?

Expertise

  • Provide up to Tier 3 Support for technical issues across our environment, with a focus on end-user experience.
  • Address large, open-ended complex problems and support our Tier 1 and 2 Help Desk team in resolving these.
  • Provide support and guidance for continuous coaching and improvements.
  • Possess deep familiarity and understanding of all current and changing aspects of our IT environment; including macOS / Linux / Windows / Chrome OS workstations, mobile devices, audio/visual equipment, printers, networking, etc.
  • Contribute to the development of new concepts, techniques, and standards, and guide the development of other IT Operations team members.

Complexity

  • Drive complex solutions by incorporating business values and aligning with partner teams.
  • Consult with business partners to develop efficient, sustainable, and scalable cross-functional workflows.
  • Provide administration and escalated support for collaboration tools such as Okta, Google Workspace, and Slack.
  • Identify and engineer complete solutions to somewhat undefined challenges, advocating for high impact opportunities.
  • Coordinate and integrate efforts across a diverse team of colleagues, team members, and vendors.

Scope and Impact

  • Propose new initiatives and lead the development and delivery of solutions, driving cross team and cross group efforts.
  • Participate in building out the onsite pITstop experience across new office locations and help implement our standards for ticket handling, customer service, and culture.
  • Identify and analyze problems in the service delivery process that may hinder the success of other departments within the organization.

Leadership Expectations

  • Mentor, develop, and nurture End User Support team members, providing fearless feedback and setting context for decision-making.
  • Guide the team on best practices and standards, and be an advocate for change.
  • Present to diverse stakeholders and senior leadership in a clear and compelling manner.
  • Build strong relationships across multiple teams, including external vendors and stakeholders, and manage competing interests as needed.
  • Lead with empathy, self-awareness, and openness, creating a psychologically safe environment for honest communication and collaboration.

What do you have?

  • 7+ years of relevant technical customer support experience in an Enterprise IT environment (at least 3 years in a Senior or Lead role).
  • 3+ years of experience successfully managing/leading projects.
  • Intermediate understanding of Jira or other ticketing systems.
  • Understanding of advanced troubleshooting of mobile and desktop operating systems (ie. macOS, Ubuntu, Windows 10, Chrome OS, iOS, Android).
  • Deep understanding of enterprise infrastructure, identity, and productivity suites (ie. Okta/SSO integrations, Active Directory, Google Workspace, SaaS Applications).
  • Understanding of Mobile Device Management (ie. Workspace ONE, SimpleMDM, Intune).
  • Intermediate understanding of networking concepts and troubleshooting.
  • Demonstrated experience understanding complex issues, and explaining them in terms appropriate for technical or non­technical audiences.
  • Strong decision-making skills, ability to prioritize effectively, and work under pressure.
  • Commitment to providing exceptional customer service and satisfaction.
  • Excellent organization, problem-solving, written, and verbal communication skills.
  • Attention to detail and a passion for accuracy.
  • Collaborative and team player.

What makes you even more awesome?

  • Intermediate familiarity with Ubuntu troubleshooting.
  • Knowledge of scripting (ie. Python, Bash, PowerShell, Apps Script).
  • Advanced administration experience with Jira, Slack, and Google Workspace.
  • Experience integrating applications, building groups, and creating rules in Okta.
  • Experience supporting a zero trust BeyondCorp environment.

The hourly range for this position is $49 - $72/hr. Compensation will vary depending on location, job-related knowledge, skills, and experience. You may also be offered a bonus, long-term incentives, and benefits. These ranges are subject to change.

Why Cruise?

Our benefits are here to support the whole you:

  • Competitive salary and benefits
  • Medical / dental / vision, Life and AD&D
  • Subsidized mental health benefits
  • Paid time off and holidays
  • Paid parental, medical, family care, and military leave of absence
  • 401(k) Cruise matching program
  • Fertility benefits
  • Dependent Care Flexible Spending Account
  • Flexible Spending Account & Health Saving Account
  • Perks Wallet program for benefits/perks
  • Pre-tax Commuter benefit plan for local employees
  • CruiseFlex, our location-flexible work policy. (Learn more about CruiseFlex).

We're Integrated

  • Through our partnerships with General Motors and Honda, we are the only self-driving company with fully integrated manufacturing at scale.

We're Funded

  • GM, Honda, Microsoft, T. Rowe Price, and Walmart have invested billions in Cruise. Their backing for our technology demonstrates their confidence in our progress, team, and vision and makes us one of the leading autonomous vehicle organizations in the industry. Our deep resources greatly accelerate our operating speed.

Cruise LLC is an equal opportunity employer. We strive to create a supportive and inclusive workplace where contributions are valued and celebrated, and our employees thrive by being themselves and are inspired to do the best work of their lives. We seek applicants of all backgrounds and identities, across race, color, caste, ethnicity, national origin or ancestry, age, citizenship, religion, sex, sexual orientation, gender identity or expression, veteran status, marital status, pregnancy or parental status, or disability. Applicants will not be discriminated against based on these or other protected categories or social identities. Cruise will consider for employment qualified applicants with arrest and conviction records, in accordance with applicable laws.

Cruise is committed to the full inclusion of all applicants. If reasonable accommodation is needed to participate in the job application or interview process please let our recruiting team know or email

We proactively work to design hiring processes that promote equity and inclusion while mitigating bias. To help us track the effectiveness and inclusivity of our recruiting efforts, please consider answering the following demographic questions. Answering these questions is entirely voluntary. Your answers to these questions will not be shared with the hiring decision makers and will not impact the hiring decision in any way. Instead, Cruise will use this information not only to comply with any government reporting obligations but also to track our progress toward meeting our diversity, equity, inclusion, and belonging objectives. Know Your Rights: Workplace Discrimination is Illegal

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Candidates applying for roles that operate and remotely operate the AV: Licensed to drive a motor vehicle in the U.S. for the three years immediately preceding your application, currently holding an active in-state regular driver's license or equivalent, and no more than one point on driving record. A successful completion of a background check, drug screen and DMV Motor Vehicle Record check is also required.

Note to Recruitment Agencies: Cruise does not accept unsolicited agency resumes. Furthermore, Cruise does not pay placement fees for candidates submitted by any agency other than its approved partners.

No Application Deadline