Support Engineer I

As a Support Engineer I at Warby Parker, your main responsibilities include resolving technology requests from our offices and retail locations, managing non-ticket tasks such as onboarding new hires, providing A/V support for events, and troubleshooting internet outages. You'll also work on projects to streamline processes and reduce ticket volume, contributing significantly to our mission of exceptional customer experience.

To qualify for the Support Engineer I position at Warby Parker, you should have at least one year of Help Desk support experience in a large enterprise setting. Proficiency in managing user access processes and familiarity with various operating systems such as iOS, macOS, Chrome OS, and Windows is essential. Strong communication skills for effective remote assistance are also crucial.

A Support Engineer I contributes to team dynamics at Warby Parker by collaborating with various departments to resolve technical issues proactively and efficiently. Your role will involve engaging with team members to reduce ticket volume and sharing insights to enhance our support processes. This collaborative spirit is vital in fostering a strong workplace culture that values problem-solving and innovation.

The work environment for a Support Engineer I at Warby Parker is fast-paced and collaborative. You'll be part of a dynamic Technology Services team, where creative problem-solving and communication are highly valued. The company culture promotes a fun, positive atmosphere where your technical skills can shine while supporting a mission-oriented approach to vision care.

As a Support Engineer I at Warby Parker, you will enjoy a robust benefits package, which includes health, vision, and dental insurance, a flexible vacation policy, a retirement savings plan with company matching, paid holidays, education reimbursement, and even free eyewear! These benefits underscore our commitment to supporting our employees both personally and professionally.

Discuss your previous Help Desk experience, emphasizing specific technologies and systems you supported. Highlight situations where you resolved challenging issues and how your contributions positively impacted the user experience.

Explain your approach to prioritizing tasks—such as assessing urgency, impact on business operations, and existing project obligations. Showcase a specific instance where your prioritization improved efficiency.

Detail your systematic troubleshooting process, starting from gathering information about the issue, checking for common problems, and escalating if necessary. Provide an example that illustrates effective problem-solving.

Discuss your proactive approach to understanding and resolving recurring issues. Emphasize collaboration with your team to explore root causes and implement sustainable solutions.

Share your hands-on experience with user access management, detailing how you handled onboarding and offboarding users or managed access requests. Highlight any tools you used, like Active Directory.

Describe how you tailor your communication style based on the user’s technical knowledge. Walk the interviewer through a scenario where you successfully conveyed a complex issue in approachable language.

Present a case where you transformed a user’s frustration into satisfaction by actively listening, empathizing, and effectively resolving their issue. Focus on the steps you took to make a lasting impact.

Discuss your methods for staying informed on tech trends, such as attending webinars, engaging with online courses, or participating in relevant communities. Mention specific topics or areas of interest.

Talk about your proficiency with various remote support tools you've utilized. Provide examples of how these tools helped you solve user issues and enhance overall support efficacy.

Outline the steps you’d take to onboard a new device, from initial setup to ensuring the user understands all necessary functions. Emphasize the importance of user training for long-term success.