Role: Senior IT Support Specialist

Location: Palo Alto, CA and Austin, TX

Hippo is a Palo Alto based, Series E Unicorn company leading the modernization of the home insurance and protection industry, which hasn’t innovated in many years. We use technology to create modernized, customer-centric home insurance and proactive maintenance services. We take our hyper-focus on customer satisfaction (buyer simplicity, comprehensive coverage, concierge service) a step further, by offering IoT Smart Home devices for monitoring home health. These devices, together with numerous other data sources (like aerial imagery and predictive actuarial data) allow us to proactively address problems before homeowners even know about them. 

Hippo is solving complex engineering, compliance, regulatory and operational problems that have immediate impact on this antiquated industry. We're on a strong (but responsible) growth trajectory, with a proven and recession-proof set of products.

About you

You will be a customer service and support evangelist, working with the team and assisting our customers via in person walkup, support tickets, email and chat. You will work closely with help desk staff to build and maintain IT support documentation and tools, administer IT queues, handle escalations and drive IT initiatives.

You love building relationships with customers, business partners and IT team members alike. You have an extensive background in both Mac and Windows troubleshooting and are passionate about providing the best customer service experience possible, driving best practices within the team. You are passionate about mentorship and providing feedback to other members of the team.

Responsibilities:

· Provide a high touch, white glove approach to technical support for our employees

· Act as an escalation point to resolve a wide array of problems in a timely manner

· Oversee and participate in building a robust knowledgebase for your peers and end users

· Manage the hardware lifecycle from receiving new hardware and onboarding employees to repairs of damaged machines and upgrades

· Support enforcement of security standards (antivirus/firewall/patching/two-factor authentication)

· Assist regularly with onboarding and offboarding activities

Qualifications

· 3-6 years experience in IT Support in a professional environment

· Deep experience with support ticket management and tracking

· Strong customer service, problem solving and teamwork abilities

· Experience using a modern MDM to solve complex support needs

· Outstanding communication and interpersonal skills

· Extensive Technical knowledge of MacOS and Windows 10

· Network fundamentals (laptop connectivity, VPN, printing)

· Familiar with managing SaaS applications via SSO

· Experience with video conferencing solutions and support

Compensation and Perks:

· Healthy Hippos Benefits- 100% Employer paid medical, dental & vision plan options for our team members AND their families (yes, you read that correctly). As well as 401K, long & short term disability, EAP and flexible spending accounts.

· Flexible Paid Time Off- Uncapped PTO Policy

· Little Hippos Program- We reimburse our team members up to $25k for adoption costs and up to $50k for infertility treatments. Plus, we offer 12 weeks parental leave for primary caregivers and 6 weeks for secondary caregivers.

Hippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion.

Hippo’s applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation. Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippo’s People Team to make the need for an accommodation known.