Support Engineering Manager

Job Description

About the company

Robinhood is democratizing finance for all. With customers at the heart of our decisions, Robinhood is lowering barriers, removing fees, and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

Robinhood is a fast-growing company and was recognized as a CNBC Disruptor 50 and a LinkedIn Top Startup in 2019. We’re continuing to grow and are looking for incredible talent that can help us achieve our mission.

Robinhood is headquartered in Menlo Park, California, with offices in Lake Mary, Florida, Denver, Colorado, and London, UK.

About the role

Robinhood is looking for a smart, motivated and customer service oriented leader to oversee our global IT support team. The Corporate Engineering team at Robinhood is on a mission to make Robinhoodies highly productive by delivering and supporting delightful technology experiences within the workspace. The support engineering team within CorpEng is responsible for the employee experience right from onboarding, equipment procurement to providing world-class support for the various enterprise platforms (G Suite, Jira, Slack, Audio Visual, Network, etc).

Your day to day will involve:

• As the leader of the Support Engineering team, you will develop a program for overall operational excellence of the CorpEng/IT team including procurement, onboarding, incident/change/request management and automation.
• Hiring, coaching and mentoring talented support engineers by giving them actionable feedback, setting clear goals, and coordinating work with other teams and managers
• Partnering with various cross-functional teams across the company (HR, Finance, recruiting etc) and enable a seamless employee experience
• Apply technical leadership and expertise to both your team and across partnerships
• Work with vendors/partners to source equipment and technical solutions as needed
• Measure success via customer satisfaction and system metrics, drive process efficiencies and make strategic decisions.

Some things we consider critical for this role:

• Previous experience managing a technology support team, as well as hands-on experience in an end user support role.
• Experience working in an end user support team/role in a cloud first environment with hosted SaaS applications and SSO, Google GSuite (Gmail, Calendar, Drive, Meet, and Groups)
• Strong fundamentals in Infrastructure (Networking, Audiovisual) and troubleshooting
• Good understanding of the best practices around data security in enterprise applications
• In-depth knowledge of and the ability to perform advanced troubleshooting on Mac OS, Chrome OS, Windows 10, Linux, and various applications including Office Experience in procurement and asset management
• Experience partnering with external vendors (Apple, Google, ISPs, Value Added Resellers etc)
• Penchant for automation around various user/system workflows via scripting.
• Ability to partner effectively with business leaders and cross-functional teams
• Bonus: Experience with technology in the finance/fintech industry

Feeling ready to give 100% to democratizing finance for all ? We’d love to have you apply, even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we’re looking for people invigorated by our mission, not just those who simply check off all the boxes.