IT Support Specialist at Snout – Troy, Michigan

🐶 Our mission
Every pet should get the care they need, regardless of cost. Vet med prices are up 40% since 2020, and pet owners are stuck having to pick between their bank account and furry friend. At Snout, we aim to solve this by enabling clinics to offer pet wellness plans, that actually work.
🚀 The opportunity
We're seeking a versatile IT Support Specialist to provide technical support across our organization and to our customers. This role combines internal help desk responsibilities with customer-facing technical support for our on-premises software solution. This role requires being onsite in our Troy, Michigan office Monday to Friday.
💻 The role
As our IT Support Specialist, you'll be the technical backbone that keeps our team productive and our customers successful. You'll ensure seamless technology experiences for employees across our hybrid workplace by providing expert support for Windows and MacOS systems, managing the complete employee lifecycle from onboarding through offboarding, and maintaining our network infrastructure and conference room technology. Your quick troubleshooting and clear communication will minimize downtime and enable our team to focus on delivering value to customers.
You'll also play a critical customer-facing role by guiding clients through installation and configuration of our on-premises software, solving technical challenges that directly impact their ability to use our product effectively. Through thoughtful documentation and knowledge base development, you'll build resources that empower both internal teams and customers to resolve issues independently. Your ability to triage and escalate complex problems ensures that critical issues reach the right technical experts quickly, while your responsive support across Slack, email, and phone builds trust and confidence in our commitment to customer success.
Ready to be the tech hero our team and customers rely on? We'd love to meet you!
Snout is committed to building a diverse and inclusive team. We know that great candidates may not check every box — and that’s okay. If you're excited about this role and our mission, we encourage you to apply if you meet at least 75% of “what we’re looking for” including the first bullet point. If you need any accommodations during the application or interview process, please let us know — we’re happy to support you.
🛠 What you’ll do

• Provide hands-on and remote technical support for Windows and MacOS users, troubleshooting hardware, software, and connectivity issues for in-office and remote employees
• Manage user lifecycle processes including onboarding, offboarding, account provisioning, access permissions, and conference room technology setup
• Assist customers with installation, configuration, and troubleshooting of on-premises software on remote Windows servers via phone and email
• Document technical issues, resolutions, and system configurations while creating knowledge base articles for internal and customer use
• Respond to support requests via Slack, email, and phone in a timely manner, communicating technical information clearly to both technical and non-technical audiences
• Manage local network configuration, troubleshoot connectivity issues, and escalate complex technical problems to development or engineering teams as needed

💡 What we're looking for

• Proven experience providing technical support for Windows and MacOS environments
• Strong understanding of user access management and permissions systems
• Experience with remote support tools and techniques
• Knowledge of network fundamentals and troubleshooting
• Excellent communication skills, both written and verbal
• Ability to explain technical concepts to non-technical users
• Strong problem-solving skills and attention to detail
• Customer service mindset with patience and professionalism

🌟 What will make you stand out

• Experience with Windows Server administration and remote desktop protocols
• Familiarity with conference room AV systems and equipment
• Background in enterprise software deployment and support
• Experience working in dual-role environments (internal IT and customer support)
• Knowledge of ticketing systems and IT service management tools

💖 Why you should join Snout

• Fast growing, venture capital backed technology company focused on improving access to veterinary care
• Ability to have a meaningful impact from Day 1, where your voice and opinion matters
• Unlimited potential to grow in your career, learn and expand your skillsets
• Collaborative, flexible, and friendly culture

❌ Why this role might not be a fit for you

• You prefer to focus exclusively on either internal IT or customer support—this role requires you to balance both internal employee needs and external customer technical issues daily
• You're looking for a highly specialized role in one technology area—this position requires broad generalist skills across Windows, MacOS, networking, server administration, and various software platforms
• You prefer working standard business hours only—supporting remote employees and customers may occasionally require flexibility outside of typical 9-5 schedules
• You're seeking a role where you can pass off documentation to someone else—creating and maintaining knowledge base articles and detailed technical documentation is a core responsibility, not an optional task
• You work best when you can focus on one task at a time—this role requires constant context-switching between employee support requests, customer issues, and ongoing IT projects
• You prefer minimal customer interaction or find it draining to explain technical concepts to non-technical audiences—a significant portion of this role involves patient communication with users of varying technical skill levels

💸 Compensation

• $55 000 - $80 000 base salary

⚕️Benefits

• Day 1 medical/dental/vision benefits
• Flexible time off + 11 Snout calendar holidays
• Paid parental leave