IT Support Engineer

This role is located in Somerville, MA - We are a hybrid work environment and are in the office 3+ days/per week.

Tulip, the leader in AI-native frontline operations, is helping companies around the world equip their workforce with composable, connected apps, leading to higher quality work, improved efficiency, and end-to-end traceability across operations. Tulip’s cloud-native, no-code platform, powered by embedded AI, is driving the digital transformation of industrial environments through composable, human-centric solutions that go beyond disrupting the Manufacturing Execution System (MES) category.

A spinoff out of MIT, Tulip is headquartered in Somerville, MA, with offices in Germany, Hungary, Singapore, Israel and Japan. Tulip has been recognized as a World Economic Forum Global Innovator, a 2024 Deloitte Technology Fast award winner, one of Energage’s Top Workplaces USA, and one of Built In Boston’s “Best Places to Work” and “Best Midsize Places to Work.”

About You:

- You’re service-oriented and get real satisfaction from helping people solve their problems.

- You’re a problem solver who looks for root causes rather than treating symptoms.

- You communicate clearly with technical and non-technical colleagues, and you keep systems, documentation, and asset records tidy and up to date.

- You’re comfortable learning and using AI tools to work smarter and handle recurring issues more efficiently.

What skills do I need?

- 1-3+ years of experience in an IT support or helpdesk role

- Proficiency across macOS, Windows, and Linux, with a basic understanding of networking, Wi-Fi, and office hardware

- Familiarity with common SaaS platforms such as Google Workspace, Atlassian, 1Password, and Slack

- Actively uses AI tools as part of daily work for troubleshooting, documentation, and automating repetitive tasks

- IT security awareness; compliance experience is a plus

- Nice to have: experience with device management platforms (e.g., Kandji or Iru), scripting or automation, or high-growth startup experience

- Bachelor’s degree or equivalent working experience

Key Responsibilities:

- Serve as a key on-site IT support contact at Somerville HQ, resolving hardware, software, and network issues in person when remote support isn’t enough.

- Triage inbound IT requests via tickets and chat, solving Tier 1 and Tier 2 issues independently and escalating when needed.

- Support and troubleshoot endpoints (macOS, Windows, Linux), productivity platforms, and A/V equipment.

- Manage user accounts and permissions across the company’s SaaS platforms, including onboarding and offboarding (equipment setup, access provisioning, account decommissioning) and periodic access reviews.

- Maintain an accurate inventory of IT assets at Somerville HQ and support the full device lifecycle: procurement, tracking, refresh, and recycling.

- Create and update support documentation, knowledge base articles, and team runbooks so employees can self-serve, and turn recurring issues into systemic fixes rather than just closing tickets.

Key Collaborators:

- IT team

- Operations and People Ops partners

- Operations leadership

Working At Tulip

We know even great candidates experience imposter syndrome. Even if you don’t match every requirement, applying gives you the opportunity to be considered.

We’re building a strong, diverse team that values hard work, families, and personal well-being. Benefits of working with us include:

- Direct impact on product and culture

- Company equity

- Competitive benefits package including Health, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance, AD&D Insurance, Flexible Spending Account (FSA), Commuter Benefits, Parental Leave, and 401(K)

- Flexible work schedule and unlimited vacation policy

- Learning & Development program

- Virtual company events and happy hours

- Fitness subsidies

- An inclusive, dog-friendly office with diverse and inspiring colleagues

We are an