Support Engineer

The Role We've been doing a lot of thinking as a team, and what we've landed on is that this person needs to be someone who takes ownership. Real ownership. Not just "I'll close the ticket", but "I'm going to make sure this never happens again" type of ownership. That's the kind of person we're looking for, and frankly, that's the kind of person who's going to thrive here at Palantir. As an IT Support Engineer, you take real pride of our internal ecosystem, from individual workstations to conference rooms to the systems employees rely on every day. You're the person people turn to when something isn't working, whether they're at their desk, traveling, or preparing for an important meeting. You're thorough when it comes to troubleshooting. You don't just close the ticket, you make sure the underlying issue is actually resolved. When something keeps coming back, you dig into why and strive to look for a permanent fix. You're proactive by nature and complacency isn't something you settle for, and it’s not something we settle for either. You're constantly looking for ways to eliminate friction, automate the mundane, and elevate the bar for TechOps. People feel comfortable coming to you with problems because you're approachable and follow through. You're familiar with the needs of executives and senior staff, and you check in proactively when you know something critical is on the horizon like a board meeting, an earnings call, an internal conference or a big reveal rather than taking a back seat. What sets you apart is how much you care about the growth of the people around you. When you work through a tough ticket with a colleague, you make it a teaching moment. When you solve something new, you document it and share it because the goal isn't just to fix the problem in front of you, it's to make the whole team more capable. You firmly believe that good support scales when knowledge is shared freely, and you lead by example on that. Core Responsibilities Executive & VIP Support • Deliver white-glove IT support to executives and VIP users, developing a deep familiarity with their workflows and technology preferences. • Proactively reach out during critical patching windows, major rollouts, and high-visibility events to ensure zero disruption. • Support executive travel and on-site needs, including internal conferences and off-site engagements. Environment Ownership & Office Health • Have an intimate understanding of all office hardware. If something is broken, aging, or suboptimal, you are the one who notices and acts. • Proactively replace aging hardware and maintain core VTC (Video Teleconferencing) equipment; identify issues early and never kick the can down the road. • Manage the printer fleet end-to-end, including setup, maintenance, and troubleshooting. • Maintain FOB office environments to ensure they are always in excellent working order. Incident Management & Root Cause Analysis • Initiate tracking of potential business blocking issues and partner with engineering teams to drive to full resolution. • Go beyond the quick fix — conduct thorough root cause analysis and implement solutions that prevent recurrence. • Apply a proactive troubleshooting mindset to identify systemic issues before they affect users at scale. Systems Administration & Automation • Install, configure, and maintain Windows and Mac workstations across the organization. • Implementation of process automations that reduce friction and increase team efficiency. • Administer and maintain O365 Groups, distribution lists, calendar permissions, and Auto-Reply configurations. • Troubleshoot and resolve networking and connectivity issues with a solutions-first approach. Vendor & Product Expertise • Serve as a key stakeholder in the evaluation of new vendors, tools, and products. Looped in early to validate, test, and become a certified SME before any company-wide rollout. • Maintain up-to-date knowledge of emerging technologies relevant to the enterprise environment. Customer Experience & Relationships • Create clear, empowering how-to guides that help employees solve common issues independently. • Build and maintain strong working relationships with key business stakeholders across departments. • Mentor and support IT Support Specialists, providing guidance, knowledge-sharing, and a steady hand when things get complex. What We Value • Familiarity with AV systems, Video Conferencing infrastructure, and executive-level support protocols. • A proactive, ownership-driven mindset. You spot problems before users do and act without being asked. • Strong communication skills and an innate ability to build trust with people at all levels of an organization. • Experience mentoring junior team members. • Comfort with automation concepts and a drive to eliminate repetitive manual work. • Logical, methodical approach to troubleshooting with a deep commitment to root cause resolution. • Professionalism, adaptability, and the ability to thrive under pressure and constant shifting priorities. What We Require • 4+ years of experience in desktop or help desk support in a fast-paced environment. • Willingness to participate in an on-call rotation and ability to travel up to 30% of the time. • Deep knowledge of Windows and macOS operating environments and common networking fundamentals. • Hands-on industry experience with LLMs and AI agents, with a deep passion for applying cutting-edge AI technologies to transform IT Support workflows and drive operational excellence. • Hands-on experience with Active Directory, Exchange, and O365 administration, including Groups, distribution lists, and licensing. Salary The salary range for this position is estimated to be $87,000 - $115,000/year. Total compensation for this position may also include Restricted Stock units, sign-on bonus and other potential future incentives. Further note that total compensation for this position will be determined by each individual’s relevant qualifications, work experience, skills, and other factors. This estimate excludes the value of any potential sign-on bonus; the value of any benefits offered; and the potential future value of any long-term incentives. Our benefits aim to promote health and wellbeing across all areas of Palantirians’ lives. We work to continuously improve our offerings and listen to our community as we design and update them. The list below details our available benefits and some of the perks that can be enjoyed as an employee of Palantir Technologies.   Benefits   •  Employees (and their eligible dependents) can enroll in medical, dental, and vision insurance as well as voluntary life insurance •  Employees are automatically covered by Palantir’s basic life, AD&D and disability insurance •  Commuter benefits •  Take what you need paid time off, not accrual based •  2 weeks paid time off built into the end of each year (subject to team and business needs) •  10 paid holidays throughout the calendar year •  Supportive leave of absence program including time off for military service and medical events •  Paid leave for new parents and subsidized back-up care for all parents •  Fertility and family building benefits including but not limited to adoption, surrogacy, and preservation •  Stipend to help with expenses that come with a new child •  Employees can enroll in Palantir’s 401k plan   Life at Palantir   We want every Palantirian to achieve their best outcomes, that’s why we celebrate individuals’ strengths, skills, and interests, from your first interview to your longterm growth, rather than rely on traditional career ladders. Paying attention to the needs of our community enables us to optimize our opportunities to grow and helps ensure many pathways to success at Palantir. Promoting health and well-being across all areas of Palantirians’ lives is just one of the ways we’re investing in our community. Learn more at Life at Palantir and note that our offerings may vary by region.   In keeping consistent with Palantir’s values and culture, we believe employees are “better together” and in-person work affords the opportunity for more creative outcomes. Therefore, we encourage employees to work from our offices to foster connectivity and innovation. Many teams do offer hybrid options (WFH a day or two a week), allowing our employees to strike the right trade-off for their personal productivity. Based on business need, there are a few roles that allow for “Remote” work on an exceptional basis. If you are applying for one of these roles, you must work from the state in which you are employed. If the posting is specified as Onsite, you are required to work from an office.   If you want to empower the world's most important institutions, you belong here. Palantir values excellence regardless of background. We are proud to be an Equal Opportunity Employer for all, including but not limited to Veterans and those with disabilities. Palantir is committed to making the application and hiring process accessible to everyone and will provide a reasonable accommodation for those living with a disability. If you need an accommodation for the application or hiring process, please reach out and let us know how we can help.   Please note that you will never be asked to submit a payment or share financial information to participate in our interview process. If you suspect that you've been contacted by a scammer, we recommend you cease all communication with the individual and consider reporting them to the relevant authorities, such as the US FBI Internet Crime Complaint Center (IC3). 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