IT Support Engineer

Who are we?

Our mission is to scale intelligence to serve humanity. We’re training and deploying frontier models for developers and enterprises who are building AI systems to power magical experiences like content generation, semantic search, RAG, and agents. We believe that our work is instrumental to the widespread adoption of AI.

We obsess over what we build. Each one of us is responsible for contributing to increasing the capabilities of our models and the value they drive for our customers. We like to work hard and move fast to do what’s best for our customers.

Cohere is a team of researchers, engineers, designers, and more, who are passionate about their craft. Each person is one of the best in the world at what they do. We believe that a diverse range of perspectives is a requirement for building great products.

Join us on our mission and shape the future!

About the Role:
As the primary IT support point of contact for the New York Cohere office, you’ll provide first-response support for global IT requests during your shift. This is a dynamic, hands-on role where you’ll troubleshoot hardware and software, optimize in-office networking and AV systems, and collaborate cross-functionally to onboard/offboard employees. You’ll also document procedures, manage laptop shipments for the USA region, and ensure seamless Wi-Fi and video conferencing experiences.

You may be a good fit if you have:

• Extensive experience supporting and administering Mac, Google Workspace, and Slack.

• Experience supporting and administering MDM (ie. Kandji/Iru or JAMF)

• Strong Okta and Okta Workflow knowledge (Okta Certified Professional/Administrator preferred).

• Familiarity with API orchestration platforms (e.g., Okta Workflows), cloud platforms (AWS, GCP, Azure), GitOps, IaC tools (Terraform), and network authentication protocols (RADIUS).

• Experience with scripting languages (Python) and Google Apps Manager (GAM).

• Solid understanding of networking concepts and internet tooling (Wi-Fi, routers, switches).

• Experience supporting Google Meet and room schedulers.

• Familiar with SOC2 and ISO27001 compliance standards

In this role, you will:

• Serve as the first point of contact for IT support requests globally during your shift.

• Provide on-site and remote support, including basic troubleshooting, device setup, and video conferencing assistance.

• Monitor and maintain the device fleet to ensure optimal performance.

• Oversee in-office networking, AV systems, and Wi-Fi infrastructure (routers, switches, WAPs).

• Order and track laptop shipments for the USA region.

• Collaborate with internal teams for employee onboarding and offboarding.

• Document and update IT procedures and SOPs.

• Identify, troubleshoot, and resolve issues for our tools and systems, like Google Workspace, Slack, and Notion.

Who You Are:

• A tinkerer who thrives on solving technical challenges with all kinds of technology.

• Organized, thoughtful, and passionate about supporting teammates and improving operational efficiency.

• A clear communicator with a knack for creating processes and training others.

• Hands-on and eager to tackle a variety of tasks, from troubleshooting to system optimization.

If some of the above doesn’t line up perfectly with your experience, we still encourage you to apply!

We value and celebrate diversity and strive to create an inclusive work environment for all. We welcome applicants from all backgrounds and are committed to providing equal opportunities. Should you require any accommodations during the recruitment process, please submit an Accommodations Request Form, and we will work together to meet your needs.

Full-Time Employees at Cohere enjoy these Perks:

🤝 An open and inclusive culture and work environment 

🧑‍💻 Work closely with a team on the cutting edge of AI research 

🍽 Weekly lunch stipend, in-office lunches & snacks

🦷 Full health and dental benefits, including a separate budget to take care of your mental health 

🐣 100% Parental Leave top-up for up to 6 months

🎨 Personal enrichment benefits towards arts and culture, fitness and well-being, quality time, and workspace improvement

🏙 Remote-flexible, offices in Toronto, New York, San Francisco, London and Paris, as well as a co-working stipend

✈️ 6 weeks of vacation (30 working days!)