Twelve is a new kind of chemical company built for the climate era. Our breakthrough technology eliminates emissions by turning CO2 into essential products. We are a team of scientists, engineers and problem solvers on a mission to fundamentally shift the way the world addresses climate change and lead the transition to a fossil free future with our carbon transformation technology.

Job Brief

In this role, you will have an impact on Twelve’s mission to lead the way to a fossil free future through carbon transformation. You will be responsible for providing technical assistance and support to computer users. This role includes working with a collaborative team while handling complex issues and advanced troubleshooting, within a fluid startup environment. Your impact will be made by responding to queries, running diagnostic programs, isolating problems, and identifying root causes. You will be determining and implementing preventative solutions, while reporting to the Manager of Information Technology.

The IT (information technology) staff will service the IT desk while handling longer term projects, with a focus on innovation and velocity. In this role, you will have a unique opportunity to lead the IT support team, elevate IT support processes, implement new IT projects/procedures and mentor junior support staff. We are seeking an IT engineering leader with a high level of technical expertise as well as experience supporting a wide range of enterprise applications and systems. The right candidate specializes in cybersecurity, identity and access management, IT system development for productivity, and believes in Twelve’s mission.

What you will do

• Provide technical assistance and support for escalated incoming queries and issues related to computer systems, software, hardware, cybersecurity, and IT system development for productivity, focusing on complex issues.
• Diagnose and resolve complex technical hardware and software issues. Create documentation to communicate the root cause of the problem, how it was solved, and what system was put in place to prevent similar issues from arising.
• Advanced network troubleshooting and system updates management.
• Develop and implement cybersecurity policies and procedures; ensure that all systems and networks meet security standards.
• Design and implement IT systems and applications that increase productivity and efficiency.
• Diagnose and resolve complex technical hardware and software issues; serve as a point of escalation for complex or sensitive issues regarding:
• Azure VMs
• VMWare
• Meraki
• Zoom
• SharePoint
• Patch Management
• Active Directory/Azure
• Stay up-to-date with emerging trends in IT, AI (artificial intelligence) technology for productivity, and cybersecurity best practices while driving continuous improvement.
• Act as a liaison between the help desk team and other IT departments or stakeholders; collaborate with IT personnel team to resolve especially challenging issues.
• Foster a positive and collaborative work environment within the team; mentor junior support staff while helping to develop their technical skills.
• Answer escalations from the service desk during your on-call schedule approximately 2 days/week. On-call will vary between weekday and weekend assignments.

Who you are

• You have a bachelor's or master's degree in computer science or related field. Relevant work experience can be substituted for a degree.
• You have 9+ years of experience in an IT support role focusing on complex issues and advanced troubleshooting, with a specialty in either cybersecurity or IT system development for productivity.
• You are highly proficient in multiple enterprise-level applications.
• You have experience with automation of user lifecycle management.
• You are familiar with cybersecurity best practices and protocols.
• You are knowledgeable in AI for productivity and automation.
• You have excellent communication and interpersonal skills; you have exceptional customer service and problem-solving skills.
• You enjoy working under pressure in a fun, fast-paced environment.

Twelve Benefits

• Medical, dental, and vision coverage
• Paid sick days and vacation
• Competitive salary and equity compensation commensurate with experience
• Diverse and inclusive work environment

At Twelve, it's important each employee is compensated competitively and fairly. In alignment with state legal requirements, Twelve conducts exhaustive research to understand compensation markets. A range for the included position is listed below. Be advised, actual offer details are determined by job category, job location, and candidate skill level.

United States Wage Range: $135,000 - $165,000

Please note that some pay bands may have wide ranges of compensation to accommodate candidate's diverse sets of skill levels.

We believe that the unique contributions of each individual is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

Want to work with us but don't see a current opening that fits your background? Email us at [email protected].

Potential Twelve Candidates, please be aware of potential recruiting scams. Twelve will never ask you for payment or your payment information in order to pursue a career here. If anyone has requested such a payment or payment information in relation to a Twelve position or if you believe that someone outside Twelve has impersonated a Twelve recruiter or employee, please contact [email protected]. Thank you and be safe!