US, Remote

About Thread

No one wants to feel like just another number—especially when they need help with an urgent issue at work.

But, in a world where we can connect with family, friends, our favorite brands, and sometimes even celebrities on-demand, most service providers still ask users to drop what they’re doing, look for contact information, and choose one of two support options: bad, or worse. Either call a 1-800 number and sit on hold, or email help@turnitoffandonagain.com and wait for a reply.

At best, the user’s real-time request for help turns into [Ticket: #####] in the queue; and, in an industry where service is the product, the provider signals quite clearly which customer will always matter most: “Next in line.”

At Thread, we’re on a mission to help IT service providers turn users’ worst workdays into moments of magic. We’re a VC-backed startup built by high-performance technologists with fundamental passion for service. Our heroes are people who feel most alive when doing what they’re great at in service of other people. We believe every thread is a call to adventure, and nothing delights us more than helping our partners deliver delightful service experiences that brighten user journeys.

The future of B2B service delivery is collaborative. Join us in shaping it.

The role:

We are seeking a skilled AI Service Desk Engineer to join our IT team. As an AI Service Desk Engineer at Thread, you will play a crucial role in ensuring the smooth operation of our internal systems and providing excellent technical support to our partners. This position is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering top-notch IT services.

What you'll do:

• Provide first and second-line technical support to Partners

• Troubleshoot Teams, Slack, Inbox, and Messenger

• Set up and configure new user accounts and equipment.

• Provide QA and feedback to the product and Dev Teams

• Collaborate with other IT team members to resolve complex issues.

• Ensure all incidents and service requests are logged and tracked through to resolution.

• Maintain accurate documentation and knowledge base articles.

• Participate in IT projects and initiatives as assigned.

What you should have:

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).

• Proven experience in a Service Desk or Help Desk role, preferably in a fast-paced environment.

• Strong knowledge of Windows and Mac operating systems.

• Familiarity with Slack, Teams, Teams Admin center

• Familiarity with PSA Systems such as Connectwise, Autotask, Halo, or others.

• Experience with troubleshooting hardware and software issues.

• Excellent communication skills and ability to interact professionally with employees at all levels.

• Familiarity with API and Webhooks

• Strong analytical and problem-solving skills.

• Ability to prioritize and manage multiple tasks effectively.

Preferred Qualifications:

• IT certifications such as CompTIA A+, Network+, or Microsoft certifications.

• Experience with ITIL framework or other IT service management best practices.

• Familiarity with Linear or other ticketing systems.

Why Join Us: At Thread you will have the opportunity to work in a collaborative and innovative environment where your ideas are valued. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth and development.