Technical Support Engineer

Company Overview

Unchained offers a suite of bitcoin financial services built on top of a unique collaborative custody model. These include: buying and selling bitcoin directly to and from cold storage, bitcoin retirement accounts, bitcoin-backed loans, concierge services to educate clients on best security practices, and cold storage solutions for institutions and other businesses.

Job Overview

Unchained is looking to expand our team to include a Technical Support Engineer who will work to level up the efficiency and security of technology operations at our headquarters in Austin, TX! You will be responsible for troubleshooting and contributing to technology experiences and processes that enable your colleagues to make their greatest impact. You will also play an important role in maintaining Unchained’s inventory through hardware/software configuration and maintenance. You will design new internal  processes and build relationships with vendors that we partner with to ensure that the office is a productive space. Managing and responding to internal IT service requests both in-person and virtually will make up a significant part of your responsibilities.

What You Will Do

• Provide technical assistance to end users to configure or replace devices and to troubleshoot issues, including hardware, operating systems, applications, and network connectivity.
• Manage and continuously improve our internal service desk process to triage requests, which includes reporting on monthly performance metrics.
• Develop and mature internal IT support processes to achieve consistent, efficient resolution when needs arise.
• Implement and manage endpoint, email, and network security solutions to protect company assets from malware, unauthorized access, and data breaches.
• Deploy and administer Mobile Device Management (MDM) to enforce security policies, monitor device compliance, and ensure data protection.
• Establish and oversee a robust patch management process to ensure all systems and applications are up-to-date and secure against known vulnerabilities.
• Perform routine maintenance and updates on IT systems and equipment. Install, configure, and upgrade hardware and software as necessary.
• Support our Austin office infrastructure which may include badging access, networking, secure document disposal, and audio/video needs.
• Support training of end users on IT systems, software applications, and best practices.

Who You Are

• You have 5+ years experience providing end-user technical support, and have familiarity of best practices in Information Technology, including IT Service Management (ITSM) and IT Infrastructure Library (ITIL).
• You have strong troubleshooting and problem-solving skills with the ability to diagnose and resolve hardware and software issues efficiently on Windows PCs, Apple macOS, Linux, and mobile devices.
• You have experience with scripting languages (e.g., Python, PowerShell) and can write custom scripts to automate security tasks and reduce the need for manual intervention.
• You have an ability to communicate technical concepts and processes thoughtfully and effectively, and can anticipate issues and quickly escalate decisions, when required.
• You develop approaches and solutions with an emphasis on security and privacy.
• You have a customer-service mindset and take pride in your work and contribute to a positive experience for colleagues.
• You have demonstrated ability to configure, maintain, and troubleshoot networks, systems, and applications.
• You currently live in or are willing to relocate to Austin, TX.

Nice to Haves

• You have networking configuration and management experience.
• You have experience with security information and event management (SIEM / Splunk) tools and can analyze logs to identify potential security incidents.
• You have a Bachelor’s degree in Information Technology, or relevant work experience.
• You possess excellent abilities in organization, coordination, and project management.
• You have experience in the financial services industry and/or a rapidly growing startup.
• You have a passion for bitcoin.

What We Offer

• Company paid medical, dental, and vision coverage
• 401k with employer match
• Employee stock options
• Unlimited PTO
• Training & development opportunities