Platform Engineer, Workplace Engineering

About the role:

What you will do:

• Own and expand our Serval-powered help desk agent. You'll design workflows, grow its knowledge base and integrations, tune escalation routing, and measurably improve resolution and deflection rates.
• Serve as the escalation point for tickets the agent can't resolve. Find the root cause and turn recurring issues into automation, self-service, or documentation.
• Own onboarding and offboarding end to end, so new hires are fully productive on day one and departing employees are deprovisioned promptly and completely. Automate the path from Okta to downstream apps.
• Administer Okta as Modular's identity backbone: SSO and SCIM provisioning, lifecycle management, group rules, authentication and device assurance policies, and access reviews in partnership with Security.
• Help manage Modular's SaaS application portfolio. That covers app administration, license management and true-ups, vendor relationships, and renewal decisions, with a focus on cost, usage, and keeping access consistent through Okta.
• Write and maintain the runbooks, documentation, and knowledge articles that keep IT operations and the help desk agent accurate.
• Partner with Security and AI Enablement so that identity, endpoint, and support systems share controls rather than duplicating them.

What you bring to the table:

•  Experience and interest in owning with AI-driven frameworks, applied to IT:
  • onboarding and offboarding or identity lifecycle processes
  • making them faster and more reliable through automation
• Fullstack developer background
  • Proficient in modern programming language
  • Understanding of modern distributed systems
  • Proficiency in scripting and automation (Python, Bash, or similar)
  • Comfort working with REST APIs to connect SaaS systems
• IT engineering, systems engineering, or corporate IT, ideally at a fast-growing tech company.
• Okta administration experience, including lifecycle management, SCIM provisioning, policy design, and integrating new applications.
• Experience running or significantly improving a help desk or service management function.
• Experience administering a SaaS portfolio, including licensing, renewals, and vendor management, and making data-driven decisions about what to keep, consolidate, or cut.
• Sound judgment balancing security and user experience. You make the secure path the easy path.
• Strong written communication. You document what you build and can explain technical tradeoffs to non-technical colleagues.
• Strongly identifies with our core company cultural values.

Helpful but not required:

• Experience with Serval or another AI-driven service desk platform.
• Experience with Okta Workflows, or managing identity configuration as code (e.g., Terraform).
• Familiarity with MDM platforms and endpoint management, enough to troubleshoot escalations that involve devices.
• Familiarity with SOC 2 or similar compliance frameworks and producing audit evidence.
• Experience with IT integration during a merger or acquisition.
• Background supporting a developer-heavy engineering organization.

What Modular brings to the table:

• Amazing Team. We are a progressive and agile team with some of the industry’s best engineering and product leaders.
• World-class Benefits. In order to attract the best, we need to offer the best. Your benefits package may include comprehensive healthcare coverage, retirement and savings programs, employee stock purchase opportunities, paid time off, wellbeing resources, family support programs, and learning and development opportunities. Please note that specific benefit packages may vary based on your location, you can read more about benefits offered by Qualcomm here.
• Competitive Compensation. We offer very strong compensation packages, including RSU grants. We want people to be focused on their best work and believe in tailoring compensation plans to meet the needs of our workforce. 
• Team Building Events. We organize regular team onsites and local meetups in Los Altos, CA as well as different cities. Traveling 2-4 times a year is expected for all roles.