9 IT Professionals jobs in Antioch

Year Up United is a one-year or less, intensive job training program that provides young adults with in-classroom skill development, access to internships and/or job placement services, and personalized coaching and mentorship. Year Up United participants also receive an educational stipend.

The program combines technical and professional training with access to internships and job placement support through our industry-leading talent placement firm YUPRO Placement. If you receive an internship, it may be at Salesforce, Workday, or PayPal among other leading organizations in the California Bay Area (Pleasant Hill, San Francisco, San Jose).

Are you eligible?
You can apply to Year Up United if you are:
- A high school graduate or GED recipient
- Eligible to work in the U. S.
- Available Monday-Friday throughout the duration of the program
- Highly motivated to learn technical and professional skills
- Have not obtained a Bachelorʼs degree
- You may be required to answer additional screening questions when applying

What will you gain?
Professional business and communication skills, interviewing and networking skills, resume building, ongoing support and guidance to help you launch your career. During the internship phase, Year Up United students earn an educational stipend of $525 per week.

In-depth classes include:
- Application Development
- Customer Success
- Project Management
- Data Analytics
- IT Support
- Business Operations
- Network Security & Support

Get the skills and opportunity you need to launch your professional career.
75% of Year Up United graduates are employed and/or enrolled in postsecondary education within 4 months of graduation. Employed graduates earn an average starting salary of fifty-three thousand dollars per year.

Smarsh is seeking a Sr. Technical Support Engineer I to provide high touch support to our biggest and best customers. This role serves as an Account Manager for dedicated customers and will lead weekly customer status meetings with key customer stakeholders. Beyond case management, this role ensures that our customers receive world class support.

Provide business-critical support to specific accounts for premium offerings.

Interact with all levels of leadership across Smarsh and clients as needed.

Advocate for product, policy and process improvements that improve the customer experience.

Provide frontline support role for enterprise products or backline support role for SaaS-hosted solutions or enterprise products. Works on assignments that are complex in nature where independent action and high degree of initiative is required in resolving problems and developing solutions. Independently identifies the root cause of software or system issues and uses system analysis and testing techniques to solve problems with minimal assistance. Routinely develops reproducible test cases. May recommend code-level or configuration changes.

Ensure team adherence to SLAs for support coverage for initial response and timely resolution for customer cases via phone, web and community. Assigned to specialized teams or projects to leverage knowledge and equip others. Regularly participate in bridge calls for system outages or critical production issues. Develop expertise for broad set of assigned products to maximize first contact resolution.

Apply product and industry expertise to actively diagnose, troubleshoot and resolve most complex/advanced customer issues. Escalate cases as required based on customer business impact.

Influence support organization to deliver quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty.

Effectively manage cases to ensure timely customer status updates and ultimate resolution. Lead customer escalations or 3rd party support coordination to resolve issues for critical accounts.

Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of issue.

May be assigned as designated support engineer to specific accounts for premium offerings.

TSE team lead provides daily guidance and technical leadership to assigned team, including technical account management expertise and assistance, as well as escalation management ownership.

Regularly engage with SRE and engineering teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure.

Capture, reuse and share knowledge using KCS (knowledge-centered service) practices as publisher. Knowledge domain expert (KDE) responsibilities for online content and product or process feedback across company. May include KCS coach role.

Promote adoption and success of customers and partners using self-service offerings, including knowledge base, community, and training resources.

Lead the identification and implementation of "shift left" changes to increase resolution rate and accelerate time to resolution. Develop and deploy innovative approaches to resolve issues and scale the use of new support practices.

Actively participate in readiness planning and activities related to pre-release or new product introduction preparation for the support team.

Train and mentor peers to facilitate sharing of expert-level knowledge.

Passion for helping customers succeed.

Excellent verbal, written and interpersonal communication skills.

Expert level diagnosis and problem-solving abilities.

Time management and critical thinking skills.

Self-directed and self-motivated with a demonstrable work ethic and ability to perform under pressure.

Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.

College degree in technology-related field is preferred, but equivalent industry/career experience is also considered.

7+ years in a support delivery role or 8+ years industry/career equivalent experience.

Requires advanced level IT, networking, database or SaaS/cloud application support experience.

Advanced level expertise as subject matter expert for assigned focused technologies or products as point of escalation for frontline/backline teams.

On-premise support experience preferred.

Project and program management experience preferred.

Industry certifications in Linux, RDBMS, AWS are preferred.

May require US citizenship for access to and handling of client data.

$90,000 - $115,000 a year

The above salary range represents Smarsh's good faith and reasonable estimate of the range of possible base compensation at the time of posting. Any applicable bonus programs will be discussed during the recruiting process. The salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training. Local cost of living assessments are done for each new hire at the time of offer.

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world's leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Best Places to Work Awards. Come join us and find out what the best work of your career looks like.

Smarsh is actively looking for a Senior Technical Support Engineer I to deliver exceptional support to our most valued clients. This position will serve as an Account Manager for designated accounts, conducting weekly status meetings with key customer stakeholders. Your mission: to provide outstanding, high-touch support that enhances the customer experience.

Key Contributions:

• Deliver business-critical support for premium offerings to select accounts.
• Engage with leadership across Smarsh and clients, advocating for improvements in product, policy, and processes.
• Assume a frontline role for enterprise products or backline support for SaaS-hosted solutions, handling complex assignments that require initiative and independent problem-solving.
• Identify root causes of software or system issues, applying system analysis and testing techniques to resolve problems.
• Ensure adherence to support SLAs for response times and issue resolution via various support channels.
• Participate in bridge calls during critical system outages to drive resolutions.
• Develop expertise across a range of assigned products to enhance first contact resolution.
• Utilize your extensive product and industry knowledge to troubleshoot and resolve advanced customer issues, escalating cases as necessary based on business impact.
• Influence the support organization to maintain high levels of customer satisfaction and loyalty.
• Manage customer cases effectively, providing timely updates and leading escalations or third-party support coordination as needed.
• Log and track issues using Salesforce, maintaining comprehensive documentation throughout their lifecycle.
• Provide technical leadership and account management expertise to the assigned team.
• Engage with SRE and engineering teams to ensure clear communication and resolutions for our customers.
• Share knowledge and best practices using knowledge-centered service methods.
• Encourage customer engagement with self-service resources including knowledge bases and training materials.
• Drive initiatives aimed at enhancing the resolution rate and reducing time to resolution.
• Participate in readiness planning for new product introductions and support team training.

What We Seek:

• A passion for ensuring customer success.
• Exceptional verbal, written, and interpersonal communication skills.
• Expertise in diagnosis and complex problem-solving.
• Strong time management and critical thinking abilities.
• Self-motivated with a strong work ethic, capable of performing well under pressure.
• Familiarity with CRM systems, Microsoft applications, JIRA/Confluence, and other relevant platforms.
• A degree in a technology-related field is preferred, along with significant industry experience (7+ years in a support role or 8+ years equivalent experience).
• Advanced IT, networking, database, or SaaS/cloud application support experience.
• Subject matter expertise in focused technologies or products.
• On-premise support experience is a plus.
• Project and program management experience is an advantage.
• Industry certifications in Linux, RDBMS, or AWS are preferred.
• May require U.S. citizenship for handling client data.

The salary range for this role is between $90,000 and $115,000 per year. This is based on various factors including internal equity, experience, education, and location. Local cost of living assessments may apply for each new hire.

About Smarsh:

At Smarsh, we cherish lifelong learners who are passionate about purposeful innovation. Collaboration drives our culture, and we proudly partner with top communication and leading cloud infrastructure platforms, leveraging the latest in AI/ML technology. Our global team values diversity and believes in creating an environment where everyone can thrive authentically. Join us and discover what makes Smarsh one of the best places to work.

Why Vagaro? At Vagaro, we believe in fostering a collaborative and inclusive work environment where every team member can thrive. Our culture is built on innovation, continuous learning, and a passion for making a positive impact. We support our employees' growth and vision for themselves, offering opportunities for professional development and career advancement. Join us and be part of a team that values creativity, teamwork, and a commitment to excellence. Plus, we know how to have fun while getting the job done!

What You'll Be Doing:

We're seeking enthusiastic, customer-focused problem-solvers to join our team as Technical Support Agents. If you're experienced in troubleshooting SaaS applications and hardware add-ons and enjoy helping customers, Vagaro could be your next exciting opportunity!

This is an onsite position based in Pleasanton, CA.

Why You'll Love Working Here:

• Attractive Compensation & Performance Bonuses: Enjoy a competitive salary paired with performance-based bonuses

• Generous Vacation & Sick: 15 accrued days, plus 10 company holidays annually.

• Health & Wellness: Comprehensive healthcare, dental, and vision plans for you and your family.

• Exclusive Perks: Discounts on attractions, theme parks, shows, sports events, movies, hotels, and more through Tickets At Work and LifeMart.

• Beauty Perks: $30/month reimbursement for any Vagaro service, including health, beauty, or wellness treatments.

• Food Perks: $50 monthly stipend for our onsite microkitchen and a complimentary DoorDash DashPass subscription.

• Growth Opportunities: College Assistance Reimbursement, access to EAP & Work/Life Programs, and a LinkedIn Learning account to master new skills.

• Financial Security: 401k program with 4% matching and optional life/supplemental insurance.

• Stay Active: Access to our on-site gym, flavored water dispenser, and basketball court to keep you fit and energized!

Your Impact:

• Provide reliable and effective support for the Vagaro web platform, associated hardware, and billing inquiries

• Troubleshoot, resolve, and document customer issues via phone, chat, and email

• Work within service level goals and guidelines in a high-volume support center

• Replicate and escalate issues to the appropriate internal Vagaro team

• Draft support content and customer resources as needed

• Become a subject matter expert on the Vagaro platform and related support tools

• Serve as a main point-of-contact for technical escalations and specific Vagaro product features

• Assist team members and other Vagaro staff to reach KPIs and goals

• Other duties as assigned.

What You Bring:

• Proven reliability and teamwork skills

• Expertise in troubleshooting web applications, common browsers, and basic hardware issues on PC, Mac, iOS, and Android platforms

• Ability to provide detailed public-facing and internal case notes

• Strong written and verbal communication skills, with a typing speed of over 50 WPM

• Minimum of two years' front-line, high-volume support/call center experience

• Ability to work within common support metric goals and KPIs, e.g., SL, ASA, AHT

• Experience in SaaS support, with fast mastery of the Vagaro platform, including hardware

• Patience, empathy, and the ability to defuse difficult situations

• Flexibility to work on weekends and holidays

What Sets You Apart:

• Experience with CRM tools (e.g., Zendesk) and IVRs

• Support experience in the health, beauty, and wellness industries

• Prior save and retention experience in a support organization

• Knowledge of HTML/XML and page source troubleshooting, specifically with widget code

Equal Opportunity Employer:

Vagaro is proud to be an Equal Employment Opportunity and affirmative action employer. We foster an inclusive environment where individuals are evaluated without discrimination based on gender, race, ethnicity, age, disability, religion, sexual orientation, gender identity, veteran status, or any other characteristics protected by law.

Privacy Policy:

Your privacy matters! At Vagaro, we are committed to protecting your personal information. Before proceeding with your application, please review our Employee and Applicant Privacy Notice here ( By submitting your application, you acknowledge that you have read and understood our Privacy Notice, which outlines how we collect, use, disclose, and protect your information during the recruitment and employment process.

Vagaro is an E-Verify employer. Learn more at (

Learn More About Vagaro:

Visit us at vagaro.com/pro ( and vagaro.com ( to learn more.

Manages and oversees a major information technology system, group, or program including staff and contract resources; plans, designs, and coordinates the maintenance of the most difficult and complex infrastructure system or computerized data processing and applications systems for large, multi departmental or county wide functions; acts as a project/team leader and technical expert in assigned area(s) of responsibility, and oversees major information technology initiatives.

Positions in this class head a major information technology section, program or initiative and may supervise lower level information technology professionals. Positions in this classification have the highest subject matter expertise for the assigned area and are proficient in project management, system development and design, GIS, infrastructure design and planning, and emerging technology development and implementation.

This class is distinguished from the:

• Information Technology Analyst IV by responsibility for a major section, program or initiative with a high level of independence and responsibility for significant resources.

The Ideal Candidate

Cisco Technology Expertise:

• Proven expertise in configuring, managing, and troubleshooting a wide range of Cisco networking equipment, including routers, switches, firewalls, and wireless solutions.
• Advanced proficiency in working with the latest Cisco technologies, such as Cisco ACI, DNA Center, SD-WAN, and intent-based networking solutions.
• Routing experience in BGP, OSPF, EIGRP, HSRP, QOS, STP/RSTP/MSTP
• In-depth understanding of core Routing and Switching TCP IPv4 & IPv6 protocols, DNS, DHCP, SNMP, VLAN, VPN, MPLS, etc.
• Configure and maintain Cisco Firepower rule sets for security management.

Network Design and Optimization:

• Demonstrated ability to design and implement network architectures that align with County objectives, emphasizing efficiency, reliability, and security.
• Proven experience in optimizing network performance, minimizing downtime, and ensuring seamless connectivity.
• Have experience designing, implementing, troubleshooting, and managing various networks, topologies, firewalls, Virtual Local Area Networks (VLANs), Cisco hardware and security mechanisms.

Security and Compliance:

• In-depth knowledge of Cisco security solutions and protocols, including experience in implementing and maintaining robust security measures to safeguard against cyber threats.
• Familiarity with industry standards and compliance requirements, ensuring network security and data integrity.
• Be able to maintain the security and accessibility of the network.

Troubleshooting and Incident Response:

• Strong analytical and problem-solving skills with a track record of effectively diagnosing and resolving complex network, communication, and hardware issues.
• Experience in developing and implementing incident response plans to minimize the impact of network disruptions.
• Have strong multitasking skills to analyze, plan, coordinate, implement, support, and administer the county-wide network that includes Transmission Control Protocol/Internet Protocol (TCP/IP), local area networks, wide area networks, wireless networks (Wi-Fi), and Virtual Private Networks (VPN).
• Understanding of the OSI model.
• Familiarity with ITIL v3 standards, procedures, policies.

Team Collaboration and Leadership:

• Strong leadership skills with an ability to collaborate with cross-functional teams, providing technical leadership and mentorship.
• Self-motivated with the ability to work autonomously and make decisions based on technical confidence within mobility and core technology.
• Effective communication abilities, ensuring clear and concise documentation of network configurations and changes.
• Capability to understand County department requirements and provide tailored network solutions.
• Project management skills, enabling the successful completion of multiple projects within specified deadlines.
• Proficiency in managing external vendor services and implementation initiatives.
• Demonstrated expertise in developing and maintaining network documentation, along with establishing appropriate procedures.
• Positive demeanor for effective communication and interaction with others.
• Ability to analyze and facilitate the acquisition, installation, and application of vendor-supplied software and hardware products.
• Strong attention to detail in all aspects of work.

Essential Duties

This class specification represents the core area of responsibilities; specific position assignments will vary depending on the needs of the department.

• Coordinate the organization, staffing and operational activities for assigned information technology programs, initiatives, and projects; participate in the development and implementation of goals, objectives, policies and priorities related to information technology; recommend and implement resulting policies and procedures; identify opportunities for improving service delivery methods and procedures; identify resource needs; review with appropriate management staff; implement improvements.
• Oversees, coordinates, and participates in organizational, operational, and procedural analyses to determine information input, work processes, and desired output for potential and/or updated computerization for a large number of users in support of a multi departmental or county wide applications; reviews and analyzes a variety of forms, documents, reports, data output, and record-keeping requirements.
• Consults with customer/user departments and advises on the feasibility of converting systems to computerized applications; analyzes departmental and County wide operations, functions, services, interdepartmental relationships, and the information sharing needs in the development of new and/or updated systems and procedures; recommends improvements in operations and administration of existing systems.
• Direct, coordinate and review the work plan for assigned Information Services activities; assign work activities and projects; monitor work flow; review and evaluate work products, methods and procedures; meet with staff to identify and resolve problems.
• Oversee and coordinate the implementation of information technology projects; develop priorities for assigned projects; manage projects to ensure completion in a timely manner; recommend problem resolution or alternatives to keep projects on schedule.
• Participate in the development, preparation, and maintenance of the information technology strategic plans; recommend County-wide information technology standards; evaluate and develop proposed standards for hardware, software and networks.
• Select, train, motivate and evaluate Information Services personnel; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures.
• Participate in the development and administration of assigned program budget; forecast funds needed for staffing, training, equipment, materials and supplies; monitor and approve expenditures; recommend adjustments as necessary.
• Provide staff assistance to higher level management staff; participate on a variety of committees; prepare and present staff reports and other correspondence as appropriate and necessary.
• Maintains professional knowledge in applicable areas and keeps abreast of changes in job-related rules, statutes, laws and new business trends; makes recommendations for the implementation of changes; reads and interprets professional literature; attends training programs, workshops and seminars as appropriate.

Position Requirements

Education: Bachelor's degree from an accredited college or university, preferably in Information Technology or related field.

Experience: Six (6) years of information technology systems and/or application development and support experience including two (2) years of project lead or supervisory responsibility.

Note: Additional experience may substitute on a year for year basis for the educational requirement.

LICENSING, CERTIFICATION AND REGISTRATION REQUIREMENTS:

• Applicants may be required to possess a valid California Driver's License, Class C.
• Some positions in this class will require technical certifications demonstrating expertise in specific bodies of knowledge.

Note: All licenses, certificates and registrations requisite to the position must be kept current while employed in this class. This may include the completion of continuing education units to maintain the required registration in good standing.

• Information Technology Analyst IV by responsibility for a major section, program or initiative with a high level of independence and responsibility for significant resources.

• Proven expertise in configuring, managing, and troubleshooting a wide range of Cisco networking equipment, including routers, switches, firewalls, and wireless solutions.
• Advanced proficiency in working with the latest Cisco technologies, such as Cisco ACI, DNA Center, SD-WAN, and intent-based networking solutions.
• Routing experience in BGP, OSPF, EIGRP, HSRP, QOS, STP/RSTP/MSTP
• In-depth understanding of core Routing and Switching TCP IPv4 & IPv6 protocols, DNS, DHCP, SNMP, VLAN, VPN, MPLS, etc.
• Configure and maintain Cisco Firepower rule sets for security management.

• Demonstrated ability to design and implement network architectures that align with County objectives, emphasizing efficiency, reliability, and security.
• Proven experience in optimizing network performance, minimizing downtime, and ensuring seamless connectivity.
• Have experience designing, implementing, troubleshooting, and managing various networks, topologies, firewalls, Virtual Local Area Networks (VLANs), Cisco hardware and security mechanisms.

• In-depth knowledge of Cisco security solutions and protocols, including experience in implementing and maintaining robust security measures to safeguard against cyber threats.
• Familiarity with industry standards and compliance requirements, ensuring network security and data integrity.
• Be able to maintain the security and accessibility of the network.

• Strong analytical and problem-solving skills with a track record of effectively diagnosing and resolving complex network, communication, and hardware issues.
• Experience in developing and implementing incident response plans to minimize the impact of network disruptions.
• Have strong multitasking skills to analyze, plan, coordinate, implement, support, and administer the county-wide network that includes Transmission Control Protocol/Internet Protocol (TCP/IP), local area networks, wide area networks, wireless networks (Wi-Fi), and Virtual Private Networks (VPN).
• Understanding of the OSI model.
• Familiarity with ITIL v3 standards, procedures, policies.

• Strong leadership skills with an ability to collaborate with cross-functional teams, providing technical leadership and mentorship.
• Self-motivated with the ability to work autonomously and make decisions based on technical confidence within mobility and core technology.
• Effective communication abilities, ensuring clear and concise documentation of network configurations and changes.
• Capability to understand County department requirements and provide tailored network solutions.
• Project management skills, enabling the successful completion of multiple projects within specified deadlines.
• Proficiency in managing external vendor services and implementation initiatives.
• Demonstrated expertise in developing and maintaining network documentation, along with establishing appropriate procedures.
• Positive demeanor for effective communication and interaction with others.
• Ability to analyze and facilitate the acquisition, installation, and application of vendor-supplied software and hardware products.
• Strong attention to detail in all aspects of work.

• Coordinate the organization, staffing and operational activities for assigned information technology programs, initiatives, and projects; participate in the development and implementation of goals, objectives, policies and priorities related to information technology; recommend and implement resulting policies and procedures; identify opportunities for improving service delivery methods and procedures; identify resource needs; review with appropriate management staff; implement improvements.
• Oversees, coordinates, and participates in organizational, operational, and procedural analyses to determine information input, work processes, and desired output for potential and/or up dated computerization for a large number of users in support of a multi departmental or county wide applications; reviews and analyzes a variety of forms, documents, reports, data output, and record-keeping requirements.
• Consults with customer/user departments and advises on the feasibility of converting systems to computerized applications; analyzes departmental and County wide operations, functions, services, interdepartmental relationships, and the information sharing needs in the development of new and/or up dated systems and procedures; recommends improvements in operations and administration of existing systems.
• Direct, coordinate and review the work plan for assigned Information Services activities; assign work activities and projects; monitor work flow; review and evaluate work products, methods and procedures; meet with staff to identify and resolve problems.
• Oversee and coordinate the implementation of information technology projects; develop priorities for assigned projects; manage projects to ensure completion in a timely manner; recommend problem resolution or alternatives to keep projects on schedule.
• Participate in the development, preparation, and maintenance of the information technology strategic plans; recommend County-wide information technology standards; evaluate and develop proposed standards for hardware, software and networks.
• Select, train, motivate and evaluate Information Services personnel; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures.
• Participate in the development and administration of assigned program budget; forecast funds needed for staffing, training, equipment, materials and supplies; monitor and approve expenditures; recommend adjustments as necessary.
• Provide staff assistance to higher level management staff; participate on a variety of committees; prepare and present staff reports and other correspondence as appropriate and necessary.
• Maintains professional knowledge in applicable areas and keeps abreast of changes in job-related rules, statutes, laws and new business trends; makes recommendations for the implementation of changes; reads and interprets professional literature; attends training programs, workshops and seminars as appropriate.

• Applicants may be required to possess a valid California Driver's License, Class C.
• Some positions in this class will require technical certifications demonstrating expertise in specific bodies of knowledge.

• High school graduate, diploma or the equivalent (GED)
• Associate degree
• Bachelor's degree
• Master's degree
• Professional degree
• Doctorate degree

• Yes
• No

• No experience
• Less than 1 year of experience
• 1 year but less than 2 years of experience
• 2 years but less than 3 years experience
• 3 years but less than 4 years experience
• 4 years but less than 5 years experience
• 5 years but less than 6 years experience
• 6 years but less than 7 years experience
• 7 years but less than 8 years experience
• 8 years but less than 9 years experience
• 9 years but less than 10 years experience
• 10 or more years of experience

• No experience
• Less than 1 year of experience
• 1 year but less than 2 years of experience
• 2 or more years of experience