About Us

Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention.

Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Raised our $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit www.observe.ai.

We seek a highly skilled and experienced Executive Assistant to provide comprehensive support to our executive team, including the Chief Customer Officer, Chief Product Officer, Chief Revenue Officer, Chief People Officer,  Chief Financial Officer,  and Chief Marketing Officer. The ideal candidate will be a proactive problem-solver with exceptional communication skills, a bias for action, and strong planning abilities.

Job Summary:

Are you passionate about technology and eager to learn? Our team is searching for a motivated and detail-oriented IT Support Specialist. In this role, you will be responsible for providing all IT support during our US time which includes but not limited to access requests, IT hardware, software, technical assistance for end users. We are actively enhancing our IT processes and procedures and you can contribute and learn. This position is an onsite position based out of our Redwood City office.

Key Responsibilities:

• Install, configure, and update computer systems and software applications.
• Assist with user account management, including password resets and access requests.
• Maintain IT inventory, including hardware and software tracking.
• Manage IT equipment, Audio Video for All hands and other larger meetings
• Diagnose and troubleshoot hardware, software, and network issues.
• Support IT team with system updates, maintenance, and new technology implementations.
• Provide basic training to employees on IT best practices and security protocols.
• Manage and troubleshoot issues related to Jamf for macOS device management.
• Assist with Intune administration for Windows device management and security policies.
• Support Google Workspace administration, including user provisioning, email configurations, and security settings.
• Monitor and manage Slack workspace, including user access, integrations, and security settings.
• Handle hardware management, including setup, deployment, and maintenance of laptops, desktops, and peripherals. 
• Assist with access management for various applications and systems, ensuring compliance with security policies.
• Support software deployment and updates across multiple platforms.
• Assist with VPN, SSO, and MFA configurations for secure remote access.
• Maintain and update IT documentation, including troubleshooting guides, knowledge base articles, and standard operating procedures.
• Assist in creating end-user training materials and technical documentation to improve IT processes.

Required Qualifications:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 2+ years of experience in IT support, help desk, or a related field.
• Understanding of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365, Google Workspace, and other common business applications.
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, etc.)
• Basic knowledge of Zoom meeting system and user management
• Basic understanding of Okta SSO.
• Basic knowledge of MDM.
• Strong problem-solving and communication skills.
• Ability to work collaboratively in a team environment.
• Eagerness to learn and adapt to new technologies.

Preferred Qualifications:

• Experience with IT ticketing systems (e.g., Jira).
• CompTIA A+, Google IT Support, and Microsoft 365 Fundamentals certifications.
• Automation and scripting experience (e.g., PowerShell, Bash, Python).
• Familiarity with cloud platforms such as Azure and Google Cloud Platform (GCP).
• Experience maintaining IT documentation and technical writing skills.

Compensation, Benefits and Perks

• Competitive compensation including equity
• Excellent medical, dental, and vision insurance options
• Flexible time off 
• 12 Company holidays + Winter Break and up to 14 weeks of parental leave
• 401K plan
• Quarterly Lifestyle Spend
• Monthly Mobile + Internet Stipend
• Pre-tax Commuter Benefits

Our Commitment to Inclusion and Belonging

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.