IT Support / Operations Engineer

About the company

Baseten is an AI inference infrastructure company that builds software and multi-cloud compute infrastructure to optimize and serve open-source AI models.

About this role

ABOUT BASETEN Baseten powers mission-critical inference for the world's most dynamic AI companies, like Cursor, Notion, OpenEvidence, Abridge, Clay, Gamma and Writer. By uniting applied AI research, flexible infrastructure, and seamless developer tooling, we enable companies operating at the frontier of AI to bring cutting-edge models into production. We're growing quickly and recently raised our $1.5B Series F https://www.baseten.co/blog/announcing-our-series-f/, led by Altimeter Capital, Conviction Partners, and Spark Capital. Join us and help build the platform engineers turn to to ship AI products. THE ROLE We are looking for an NYC-based IT Support / Operations Engineer to join Baseten as we continue to scale our IT team. In this role, you will play a critical part in bringing our technical support entirely in-house to provide a seamless, high-touch experience for all Baseten employees. As we continue to scale, you will be the primary point of contact for day-to-day technical issues, allowing you to have a direct impact on our team's productivity and overall office environment. This position is ideal for a hands-on problem solver who enjoys a mix of hardware and software troubleshooting, user lifecycle management, and maintaining the physical IT infrastructure of a modern office. While you will focus heavily on elevating our internal support standards, you will also assist with systems administration and workflow automation as our company evolves. This is a hybrid role based out of our San Francisco office, following our standard policy of three days per week in-person to ensure our physical office and AV systems remain high-performing and reliable. RESPONSIBILITIES - Serve as the escalation point for day-to-day technical support, diagnosing and resolving hardware and software issues across our Mac and Windows fleet - Manage user lifecycle administration including provisioning, deprovisioning, and access management across all systems and services - Own the IT onboarding experience for new employees — from laptop setup and account configuration to a smooth first-day experience - Maintain and continuously improve office IT infrastructure to ensure a reliable, high-performing environment for all employees - Build and maintain a knowledge base of self-serve resources to reduce ticket volume and empower users - Manage IT asset procurement, inventory tracking, and vendor relationships - Support new office buildouts and contribute to broader workplace IT planning as we scale - Identify opportunities to automate workflows and eliminate inefficiencies across IT operations - Adapt to the evolving needs of a fast-growing company, taking on new challenges as they arise - Systems administration, including managing admin-level access, configuring user permissions, and performing routine maintenance across cloud-based services. REQUIREMENTS - 4+ years of experience in IT support and administration, ideally in a high- growth or fast-paced environment - Strong working knowledge of Google Workspace, MDM platforms (e.g. Kandji), IdM/SSO solutions (e.g. Okta), and video conferencing tools - Proven experience administering macOS at scale, with solid working knowledge of Windows environments - Hands-on experience with automation tools and a track record of streamlining IT processes and workflows - Excellent communication skills with a genuine passion for delivering great support experiences - Strong organizational skills with the ability to manage multiple priorities in a fast-paced, ambiguous environment BENEFITS - Competitive compensation, including meaningful equity. - 100% coverage of medical, dental, and vision insurance for employee and dependents - Flexible PTO policy including company wide Winter Break (our offices are closed from Christmas Eve to New Year's Day!) - Paid parental leave - Fertility and family-building stipend through Carrot - Company-facilitated 401(k) - Exposure to a variety of ML startups, offering unparalleled learning and networking opportunities. Apply now to embark on a rewarding journey in shaping the future of AI! If you are a motivated individual with a passion for machine learning and a desire to be part of a collaborative and forward-thinking team, we would love to hear from you. At Baseten, we are committed to fostering a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We are an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with applicable law (by example, the requirements of the San Francisco Fair Chance Ordinance, where applicable).