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About the Role
CLEAR is building the secure identity company of the future, making experiences safer and easier. We are looking for a growth-minded IT professional to support our internal employees and external partners, with a focus on excellent customer service and technical troubleshooting in a fast-paced, dynamic environment.
Responsibilities
- Provide remote troubleshooting for devices with airport operations personnel.
- Perform hardware support, including component and cable verification, addressing equipment failures, performing firmware upgrades, and configuring hardware remotely.
- Monitor and troubleshoot network infrastructure, including ISP, routers, switches, access points, and cellular devices.
- Assist users with software configuration and troubleshooting, including remote installations and monitoring for successful deployment and functionality.
- Utilize software tools such as PDQ, Virtual Machines, Azure AD, Meraki, Peplink, Okta, Slack, Jira/Confluence, and Dialpad for issue resolution.
- Escalate issues to third-party vendors and coordinate on-site visits for timely resolution.
- Manage access requests across multiple systems/applications, ensuring 100% compliance.
- Respond to tickets and phone support requests in a round-robin queue, meeting or exceeding SLAs.
- Utilize and update existing runbooks, or create new ones when knowledge is lacking.
- Coordinate with co-workers to address and escalate critical business incidents.
- Provide onsite support for local airport operations at least once per quarter.
- Complete regular ticket analysis for assigned airports to identify trends and support needs.
Requirements
- Federal Personnel Security (PerSec) screening and clearance attainment is a requirement.
- 2+ years of applicable experience, including in-person and remote customer service-focused technical support.
- Demonstrated success in providing excellent customer service and finding solutions.
- Strong communication skills for interacting with technical and non-technical users.
- Highly organized and detail-oriented, able to thrive in a fast-paced environment with competing priorities.
- Technical knowledge of network infrastructure setup, maintenance, and troubleshooting (Cisco/Meraki preferred).
- Expertise in computer assembly, including remote triage and troubleshooting of computer components.
- Experience working within ITSM tools, managing tickets, documentation, and SLAs.
- Ability to work under pressure.
- Self-starter with an "owners mentality".
- Ability to work varying shifts, including weekends, holidays, and on-call.
- Mac and Windows system knowledge.
Skills
- PDQ
- Virtual Machines
- Azure AD
- Meraki
- Peplink
- Okta
- Slack
- Jira/Confluence
- Dialpad
- Cisco
- Network infrastructure
- Hardware support
- Software configuration
- Remote troubleshooting
- Customer service
- ITSM tools
- Ticket management
- SLA management
- Mac systems
- Windows systems
Location
- Onsite
Work Type
- Full-Time
- Onsite
Experience Level
- 2+ years of applicable experience
Benefits
- 15 days Paid Time Off for Full-Time Team Members, increasing with time in service
- 10 Company Paid Holidays (1.5x pay if worked!)
- Comprehensive Medical, Dental, Vision, Pet, Home, Auto, Disability, Life Insurance, and Legal advice for eligible team members
- Backup childcare and eldercare through Care.com
- Paid Parental, Family, Military & Bereavement Leave Program for eligible team members
- Emotional Well-Being Assistance
- 401k Retirement Plan with company match
- Ongoing training & development programs
- Free CLEAR memberships for you and one other
- Discounted membership for three friends
- $40/month internet stipend
About the Company
- CLEAR is building THE secure identity company of the future.
- Our mission is to make experiences safer and easier—physically and digitally.
- With more than 43 million Members and a growing network of partners across the world, CLEAR's secure identity platform is transforming the way people live, work, and travel.
- CLEAR unlocks the magic of frictionless experiences.
Equal Opportunity
- Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.
- CLEAR provides reasonable accommodation to qualified individuals with disabilities or protected needs.
- We are committed to a transparent and secure hiring process.
- All communications related to this role will come directly from a CLEAR employee through valid CLEAR channels (e.g., a valid @clearme.com email address or verified CLEAR LinkedIn profile).
- We encourage candidates to remain alert to job scams and to report any suspicious activity.