Greenhouse ·
full-timeIT Support Engineer
Scale AI · Mexico City, MX
Scale AI is a technology company focused on developing data and infrastructure for artificial intelligence systems. As an IT Support Engineer based in Mexico City, you will serve as a central point of contact for the company's internal technology operations. Your daily responsibilities involve managing the end-to-end employee lifecycle, including provisioning hardware and software for new hires and executing secure offboarding procedures. You will be responsible for maintaining the IT ticket queue in Jira Service Management, ensuring that hardware, software, and access issues are resolved efficiently while meeting established service level agreements. The role requires hands-on administration of cloud services such as Google Workspace, Okta, and Microsoft Entra ID, alongside managing device configurations through MDM solutions. This position is well-suited for a proactive IT professional who enjoys identifying recurring technical patterns to build automated or documented solutions. Candidates should have experience in corporate IT environments, a strong background in troubleshooting both Mac and Windows systems, and a commitment to maintaining security and compliance standards in a fast-paced, in-office setting.
Scale is looking to grow our IT team! We are looking for someone who is excited by the opportunity to be part of a fast-paced environment that pushes you to learn while doing. This role needs to be great with people and strongly focused on learning and executing. Ideally you have been the sole IT person at a startup before and are excited to be an early member of the team here at Scale. You focus on patterns and don't like doing the same thing twice. Your goal in this position is making people happy while creating simple and repeatable solutions for all! You will: Onboarding Own the end-to-end new hire experience: coordinate with People Ops ahead of start dates, provision laptops and peripherals, and ensure every new hire is productive on day one. Create accounts and assign role-based access across our identity and SaaS stack (Okta, Google Workspace, Slack, Jira/Confluence, Zoom, Microsoft Entra ID/M365). Enroll and configure devices (Mac and Windows) in MDM with required security baselines before handoff. Lead new hire IT orientations, covering security expectations, core tools, and how to get help. Offboarding Execute timely, security-critical offboarding: suspend accounts, revoke access and sessions, and reclaim licenses on the employee's last day. Recover, wipe, and re-inventory hardware; coordinate remote returns for distributed employees on the last day. Maintain auditable onboarding/offboarding checklists to support security and compliance reviews (e.g., SOC 2 access controls). Ticket Queue & Support Own the day-to-day IT ticket queue in Jira Service Management: triage, prioritize, and resolve or dispatch every incoming request. Meet first-response and resolution SLAs; keep requesters informed and tickets updated until closure. Escalate appropriately with clear context and reproduction steps. Analyze ticket trends to find recurring issues, then eliminate them through documentation, self-service, or automation. Build and maintain knowledge base articles for both end users and the IT team. General Provide help desk support to all Scale employees across hardware, software, AV, and access issues. Maintain and support office technology (printers, Zoom Rooms, room schedulers, and more). Own IT asset management with accurate, actionable records of all equipment through its lifecycle. Administer and integrate cloud services (Google Workspace, Microsoft Entra ID/M365, Slack, Okta, Jira, Confluence, Zoom, and more). Promote IT best practices and constantly ask: "How can I make things better?" Be in-office 100% of the time. Ideally you'll have: 3+ years of corporate IT experience, including hands-on onboarding/offboarding ownership at scale. Deep understanding of computer fundamentals and troubleshooting: hardware and software (Mac, Windows) and cloud technologies (Google Workspace, Slack, Zoom, Okta, Microsoft Entra ID/M365). Experience running a ticket queue in Jira Service Management or a similar ITSM tool, with a track record of meeting SLAs. Familiarity with identity/access management (Okta SSO, SCIM provisioning) and MDM for Mac and Windows fleets. A positive attitude and excitement for building new processes and policies for a rapidly growing organization. Experience supporting remote teams and multiple global offices using tools like Slack and Zoom. A security- and compliance-focused mindset. Our stack Okta (identity/SSO), Google Workspace (Gmail, Calendar, Drive, Docs), Slack, Jira & Jira Service Management, Confluence, Zoom, Microsoft Entra ID/M365, Chrome, plus MDM for Mac and Windows fleets. PLEASE NOTE: Our policy requires a 90-day waiting period before reconsidering candidates for the same role. This allows us to ensure a fair and thorough evaluation of all applicants. About Us: At Scale, our mission is to develop reliable AI systems for the world's most important decisions. Our products provide the high-quality data and full-stack technologies that power the world's leading models, and help enterprises and governments build, deploy, and oversee AI applications that deliver real impact. We work closely with industry leaders like Meta, Ernst & Young, Mayo Clinic, Time Inc., the Government of Qatar, and U.S. government agencies including the Army and Air Force. We are expanding our team to accelerate the development of AI applications. We believe that everyone should be able to bring their whole selves to work, which is why we are proud to be an inclusive and equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability status, gender identity or Veteran status. We are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at accommodations@scale.com. Ple
| Role | IT Support Engineer |
|---|---|
| Company | Scale AI |
| Location | Mexico City, MX |
| Type | full-time |
| Compensation | Not disclosed |
| Posted | 2026-10-06 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4IT Support Engineer at Scale AI: frequently asked questions
- What is the salary for this role?
- Scale AI has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the IT Support Engineer position remote, hybrid or onsite?
- The listing gives Mexico City, MX as the location and does not state a work mode.
- What is the application deadline?
- Scale AI has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the IT Support Engineer role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
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- Machine Learning Research Intern (summer 2027) · New York, NY; San Francisco, CA
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