Senior Technical Support Engineer

Teamwork makes the stream work. Roku is changing how the world watches TV Roku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers. From your first day at Roku, you'll make a valuable - and valued - contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines. About the Team Our IT team is a dynamic group of 18 skilled technicians strategically located across the globe, united by a shared commitment to excellence, innovation, and seamless collaboration. Despite the geographical distances, we operate as a tightly knit unit—leveraging time zones to our advantage and ensuring round-the-clock support and progress. Each team member brings a unique blend of regional insight, technical expertise, and cultural perspective, enriching our collective problem-solving capabilities. From infrastructure management and cybersecurity to application support and cloud solutions, we cover a broad spectrum of IT services with precision and agility. About the Role We are looking for a Senior Technical Support Engineer to provide enterprise-level assistance to internal teams. In this role, you will diagnose and troubleshoot software, hardware, and network issues across diverse platforms, perform root-cause analysis, and guide employees through resolution steps. You will triage and prioritize incoming requests, maintain SLAs, and escalate complex incidents to engineering while ensuring clear, timely communication. You will document fixes, create knowledge base articles, and recommend process improvements to reduce repeat issues. You will participate in on-call rotations, monitor system health, and proactively address emerging problems. Strong problem-solving skills, stakeholder empathy, and experience with ticketing systems, remote support tools, and enterprise applications are essential. For Massachusetts Only - The estimated annual salary for this position is between $89,000 - $99,000 annually. Compensation packages are based on factors unique to each candidate, including but not limited to skill set, certifications, and specific geographical location. This role is eligible for health insurance, equity awards, life insurance, disability benefits, parental leave, wellness benefits, and paid time off. What You’ll Be Doing
Serve as the initial point of contact for the resolution of issues involving: access, computer systems (laptops, desktops, VDI), applications, network, hardware, software, printers, conference rooms
Monitor the internal Helpdesk Channel and act on requests
Respond to service requests, incidents, and tasks, following in-house procedures and escalation processes, utilizing our ticketing system
Provide support services to Roku employees with a wide range of technical problems and information technology issues, including, but not limited to: Microsoft products, cloud conferencing solutions, Adobe products, etc
Perform installations, configurations, upgrade tasks, and troubleshooting of operating systems, software, and networking issues
Troubleshoot research, diagnose, document, and resolve technical issues surrounding Microsoft Windows, MS Office applications, email, VPN, and other special applications
Responsible for timely problem resolution or escalation on behalf of customers to the appropriate support teams
Provide support to configure mobile devices and apps. (e.g., MFA, Slack, Zoom, Teams)
Work independently with limited daily instruction We’re Excited If You Have
Minimum 5+ years of IT support experience
Experience with Mobile Device Management platforms (i.e., JAMF, Intone)
Experience supporting Atlassian products: Confluence, Jira, Jira Service Management, Assets
Experience with Microsoft SaaS products: SharePoint, OneDrive, O365, Azure
Microsoft certifications like Network+ or Cisco CCNA are a plus
In-depth network concepts and protocols such as RPC, DNS, DHCP, TCP/IP, and the OSI model
Excellent knowledge of Windows and Mac OS
Intermediate knowledge of Linux
Excellent written and verbal communication skills, with a focus on technical or instruction-oriented writing and on clearly communicating complicated concepts over the phone, in person, and in writing
Hands-on experience using and/or troubleshooting Microsoft Windows 11, Microsoft Office 365, and macOS, Linux distro, Ubuntu
Good understanding of wire and wireless troubleshooting, all flavors of IEEE 802.11x
Knowledge of network fundamentals and devices, LAN, WAN, ISP, Switches, Firewall
Creativity - the ability to think around problems and come up with creative solutions- is helpful Our Hybrid Work Approach Roku fosters an inclusive and collaborative environment where teams work in the office Monday through Thursday. Fridays are flexible for remote work except for employees whose roles are required to be in the office five days a week or employees who are in offices with a five day in office policy. Benefits Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension). Our employees can take time off work for vacation and other personal reasons to balance their evolving work and life needs. It's important to note that not every benefit is available in all locations or for every role. For details specific to your location, please consult with your recruiter. Accommodations Roku welcomes applicants of all backgrounds and provides reasonable accommodations and adjustments in accordance with applicable law. If you require reasonable accommodation at any point in the hiring process, please direct your inquiries to EmployeeRelations@Roku.com. The Roku Culture Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We're independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV. We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002. To learn more about Roku, our global footprint, and how we've grown, visit https://www.weareroku.com/factsheet. By providing your information, you acknowledge that you want Roku to contact you about job roles, that you have read Roku's Applicant Privacy Notice, and understand that Roku will use your information as described in that notice. If you do not wish to receive any communications from Roku regarding this role or similar roles in the future, you may unsubscribe at any time by emailing WorkforcePrivacy@Roku.com.