IT Support Engineer

About the role

This role is located in Somerville, MA - We are a hybrid work environment and are in the office 3+ days/per week.

Tulip, the leader in AI-native frontline operations, is helping companies around the world equip their workforce with composable, connected apps, leading to higher quality work, improved efficiency, and end-to-end traceability across operations. Tulip's cloud-native, no-code platform, powered by embedded AI, is driving the digital transformation of industrial environments through composable, human-centric solutions that go beyond disrupting the Manufacturing Execution System (MES) category.

A spinoff out of MIT, Tulip is headquartered in Somerville, MA, with offices in Germany, Hungary, Singapore, Israel and Japan. Tulip has been recognized as a World Economic Forum Global Innovator, a 2024 Deloitte Technology Fast award winner, one of Energage's Top Workplaces USA, and one of Built In Boston's "Best Places to Work" and "Best Midsize Places to Work."

About You

• You're service-oriented and get real satisfaction from helping people solve their problems.
• You're a problem solver who looks for root causes rather than treating symptoms.
• You communicate clearly with technical and non-technical colleagues, and you keep systems, documentation, and asset records tidy and up to date.
• You're comfortable learning and using AI tools to work smarter and handle recurring issues more efficiently.

What skills do I need?

• 1-3+ years of experience in an IT support or helpdesk role
• Proficiency across macOS, Windows, and Linux, with a basic understanding of networking, Wi-Fi, and office hardware
• Familiarity with common SaaS platforms such as Google Workspace, Atlassian, 1Password, and Slack
• Actively uses AI tools as part of daily work for troubleshooting, documentation, and automating repetitive tasks
• IT security awareness; compliance experience is a plus
• Nice to have: experience with device management platforms (e.g., Kandji or Iru), scripting or automation, or high-growth startup experience
• Bachelor's degree or equivalent working experience

Key Responsibilities

• Serve as a key on-site IT support contact at Somerville HQ, resolving hardware, software, and network issues in person when remote support isn't enough.
• Triage inbound IT requests via tickets and chat, solving Tier 1 and Tier 2 issues independently and escalating when needed.
• Support and troubleshoot endpoints (macOS, Windows, Linux), productivity platforms, and A/V equipment.
• Manage user accounts and permissions across the company's SaaS platforms, including onboarding and offboarding (equipment setup, access provisioning, account decommissioning) and periodic access reviews.
• Maintain an accurate inventory of IT assets at Somerville HQ and support the full device lifecycle: procurement, tracking, refresh, and recycling.
• Create and update support documentation, knowledge base articles, and team runbooks so employees can self-serve, and turn recurring issues into systemic fixes rather than just closing tickets.

Key Collaborators

• IT team
• Operations and People Ops partners
• Operations leadership

Working At Tulip

We know even great candidates experience imposter syndrome. Even if you don't match every requirement, applying gives you the opportunity to be considered.

We're building a strong, diverse team that values hard work, families, and personal well-being. Benefits of working with us include:

• Direct impact on product and culture
• Company equity
• Competitive benefits package including Health, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance, AD&D Insurance, Flexible Spending Account (FSA), Commuter Benefits, Parental Leave, and 401(K)
• Flexible work schedule and unlimited vacation policy
• Learning & Development program
• Virtual company events and happy hours
• Fitness subsidies
• An inclusive, dog-friendly office with diverse and inspiring colleagues

Pay and benefits

The compensation information displayed on each job posting reflects the range for new hire pay rates for the position across all US locations. Within the range posted, actual compensation will be determined depending on multiple factors including job-related knowledge & skills, experience, business needs, geographical location, market compensation data, and internal equity. Expected compensation ranges for this role may change over time. The salary range for this position is $72,000 - $92,000 per year.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Please note that we may use AI-based tools to support parts of our hiring process. All data processing is carried out in compliance with local data protection laws, ensuring all personal candidate information is handled securely and ethically.