1st Line Support Engineer
Parloa
YOUR MISSION:
We’re looking for a proactive and customer-focused 1st Line Support Engineer to join our IT team onsite in New York. You’ll be the first point of contact for our internal users, providing technical support, troubleshooting hardware and software issues, and ensuring smooth day-to-day IT operations in a fast-paced environment.
This is a hands-on role suited for someone who enjoys solving problems, communicating clearly, and helping others stay productive through reliable technology.
IN THIS ROLE YOU WILL:
- Act as the first point of contact for all IT-related support requests onsite.
- Troubleshoot hardware (laptops, printers, peripherals) and software (macOS, Google Workspace, business apps) issues.
- Provide support for video conferencing, meeting room equipment, and mobile devices.
- Set up and configure new laptops, user accounts, and peripherals.
- Document incidents and resolutions in the IT ticketing system (e.g., Jira).
- Escalate unresolved issues to specialist teams as needed.
- Support onboarding and off boarding processes, ensuring new hires are equipped on day one.
- Maintain stock of IT equipment and coordinate repairs or replacements.
- Collaborate with global IT team members to ensure consistency in service delivery.
- Work on-site 5 days a week.
WHAT YOU BRING TO THE TABLE:
- 1–2 years of experience in a 1st line or IT support / helpdesk role.
- Strong knowledge of macOS environments.
- Familiarity with Google Workspace
- Good understanding of user management, and basic networking
- Clear communication and customer service skills
- Ability to prioritize and manage multiple tasks independently
NICE TO HAVE:
- Experience with MDM tools (e.g., Kandji, Intune, Jamf).
- Familiarity with ITIL principles or service management tools.
- Previous experience supporting SaaS-based tools and SSO/identity platforms like Okta.
WHAT'S IN IT FOR YOU?
- Join a diverse team of 40+ nationalities with flat hierarchies and a collaborative company culture, and enjoy an immersive onboarding experience in Berlin to dive into our product and culture.
- Opportunity to build and scale your career at the intersection of customer-facing roles and engineering in a dynamic startup on its journey to become an international leader in SaaS platforms for Conversational AI.
- A beautiful office with flair in the heart of NYC with all the conveniences, such as social area, snacks, and drinks.
- Competitive compensation and equity package.
- Flexible working hours, unlimited PTO, and travel opportunities.
- Access to a training and development budget for continuous professional growth.
- ClassPass membership, Nilo Health, Health insurance, weekly sponsored office lunches.
- Regular team events, game nights, and other social activities.
- Hybrid work environment - we believe in hiring the best talent, no matter where they are based. However, we love to build real connections and want to welcome everyone in the office on certain days
Your recruiting process at Parloa:
Recruiter video call → Meet your manager → Challenge Task → Bar Raiser
Why Parloa?
Parloa is one of the fastest growing startups in the world of Generative AI and customer service. Parloa’s voice-first GenAI platform for contact centers is built on the best AI technology to automate customer service with natural-sounding conversations for outstanding experiences on all communication channels. Leveraging natural language processing (NLP) and machine learning, Parloa creates intelligent phone and chat solutions for businesses that turn contact centers into value centers by boosting customer service efficiency. The Parloa platform resolves the majority of customer queries quickly and automatically, allowing human agents to focus on complex issues and relationships. Parloa was founded in 2018 by Malte Kosub and Stefan Ostwald and today employs over 250 people in Berlin, Munich, and New York.
When you join Parloa, you become part of a dynamic and innovative team made up of over 34 nationalities that’s revolutionizing an entire industry. We’re passionate about growing together and creating opportunities for personal and professional development. With our recent $66 million Series B investment, we’re expanding globally and looking for talented individuals to join us on this exciting journey.
Do you have questions about Parloa, the role, or our team before you apply? Please feel free to get in touch with our Hiring Team.
Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information.
* We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.