MTS, IT Engineer

About the role

OUR MISSION

Reflection is a research lab making intelligence open and accessible for everyone to use, customize, and build on. We build open models that let anyone control their intelligence and help shape the future of AI. Our mission: make intelligence open and accessible to all.

ROLE OVERVIEW

We’re looking for an IT Engineer who cares about helping people as much as solving technical problems. You’ll be based in our San Francisco office five days a week, supporting employees across Reflection and taking day-to-day responsibility for the office’s technology. We're growing fast and much of our environment was set up by engineers for engineers. You'll inherit rough edges and fix them.

Direct support is a central part of this role. So is improving the systems behind it. You’ll get to know the people you support, how they work, and where technology gets in their way. When problems recur, you’ll address the underlying cause through better configuration, workflows, or automation.

You’ll work with your team on priorities and architecture, Security on controls, and Workplace on office infrastructure.

WHAT YOU'LL DO

- Resolve employee IT issues. Help people remotely and in person with devices, applications, access, and workplace technology. Build relationships with the people you help. When something breaks, look past the immediate fix to the root cause.

- Manage the endpoint lifecycle. Our fleet is primarily Mac, with some Windows, and you’ll manage both. Provision, configure, secure, patch, and retire devices. Keep improving MDM policies, software deployment, and compliance.

- Operate identity and core SaaS systems. Administer Okta, Google Workspace, Slack, and the rest of our SaaS stack. Maintain SSO, provisioning, and access policies. Keep onboarding and offboarding reliable.

- Automate repetitive work. Build workflows in Serval and write scripts against APIs to take manual steps out of provisioning, access changes, and device management.

- Partner with Security. Implement and maintain controls for device posture, phishing-resistant authentication, least privilege, and endpoint protection.

- Keep workplace technology dependable. Own the reliability of conference rooms, AV, and the office network in San Francisco. Work with Workplace and outside vendors on buildouts and meeting-space improvements.

- Make IT run without heroics. Keep documentation useful and asset records accurate. Build consistent processes for hardware, software, procurement, and vendors as we grow.

WHAT WE'RE LOOKING FOR

- 5+ years of experience in IT engineering, systems administration, or a similarly broad corporate IT role.

- Strong experience supporting people directly, from engineers to executives to non-technical colleagues. You communicate clearly and keep people informed until the issue is resolved.

- Hands-on experience managing macOS devices through MDM, including configuration, software deployment, patching, and troubleshooting.