About Care.com

Care.com is a consumer tech company with heart. We’re on a mission to solve a human challenge we all face: finding great care for the ones we love. We’re moms and dads and pet parents. We have parents and grandparents, so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that. 

Here, entrepreneurs, self-starters, team players, and big thinkers unite behind a common cause. We apply data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, if you thrive on collaboration and building new things, and if you’re all about using your talent for good, Care.com is the place for you. 

Position Overview: Senior Technical Support Analyst

As a Senior Technical Support Analyst, you’ll serve as a technical escalation point and key contributor to the evolution of our global IT support function. You’ll go beyond day-to-day troubleshooting by driving process improvements, implementing support standards, and mentoring other analysts. You will have hands-on responsibility for high-priority issues, complex offboarding workflows, system access provisioning, and optimization of end-user technologies across a hybrid Mac/PC environment.

You’re the kind of IT professional who thrives in fast-paced, customer-centric environments, brings strong technical intuition, and balances critical thinking with empathy. You’ll help shape how we scale IT operations to support a distributed global workforce — all while ensuring Care.com employees have the tools and access they need to thrive.

Hybrid Role - In office (Monday, Wednesday & Thursday)
Office Location - Dallas Texas

What Your Day-to-Day Will Look Like

• Own and manage complex employee offboarding workflows, including automation oversight and compliance assurance
• Provide tier 2+ technical support across Mac & PC environments globally, acting as an escalation point for more junior analysts
• Work closely with our DevOps, Infrastructure and Security teams in IT projects.
• Lead application provisioning and de-provisioning efforts, including tools that support SSO, O365, Google Workspace, and Atlassian
• Monitor and manage unassigned support queues with urgency and ownership, ensuring SLA adherence and high customer satisfaction
• Partner with Engineering and Security teams on endpoint management, device hardening, and internal tooling improvements
• Create, refine, and maintain internal technical documentation and support runbooks
• Identify and drive improvements in technical support processes, knowledge sharing, and automation

What You’ll Be Working On

• Delivering an excellent support experience while balancing efficiency, compliance, and system security
• Running and validating offboarding scripts while ensuring complete access revocation
• Mentoring junior team members and contributing to a positive, growth-oriented team culture
• Working cross-functionally to resolve recurring technical pain points and inform IT policy decisions
• Supporting special projects, including office moves, system upgrades, or platform migrations
• Providing white-glove technical support to the executive team, encompassing setup, maintenance, and troubleshooting of all technology, including mobile devices, laptops, and presentation systems, with a priority on confidentiality and discretion.
• Contributing to the development of a more robust and automated global support mode

What You’ll Need to Succeed

• 4+ years of experience providing technical support in fast-paced, hybrid or global corporate environments
• Deep understanding of both Mac OS (Monterey+) and Windows 10/11 ecosystems
• Advanced troubleshooting across laptops, peripherals, and mobile devices (iOS and Android)
• Strong working knowledge of Microsoft 365, Azure AD, and Google Workspace
• Experience supporting identity and access management tools, VPNs, RDP, and SSO configurations
• Proficiency in Atlassian tools (Jira, Confluence) and familiarity with remote support platforms
• Comfort with script execution and reviewing logs for issue diagnosis (e.g., Powershell, shell scripts)
• Excellent communication, prioritization, and customer service skills — with a proactive mindset

Company Overview

Available in more than 20 countries, Care.com is the world's leading platform for finding and managing high-quality family care. Since 2007, families have relied on Care.com's products for child care, elder care, pet care, housekeeping, and more. We also offer household payroll services, care benefits for employers, and caregiver tools designed to support meaningful work. Care.com is an IAC company (NASDAQ: IAC).

Salary Range:

$60,000 – $80,000
Actual salary will vary based on experience, performance, and location. Total compensation may include bonuses, equity, and a generous benefits package, including health insurance, life and disability coverage, paid holidays, 401K matching, and more

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