Title: Sr. Technical Support Engineer Location: San Francisco, CA, US; Remote, US Job Description: About Pinterest: Millions of people around the world come to our platform to find creative ideas, dream about new possibilities and plan for memories that will last a lifetime. At Pinterest, we’re on a mission to bring everyone the inspiration to create a life they love, and that starts with the people behind the product. Discover a career where you ignite innovation for millions, transform passion into growth opportunities, celebrate each other’s unique experiences and embrace the flexibility to do your best work. Creating a career you love? It’s Possible. At Pinterest, AI isn't just a feature, it's a powerful partner that augments our creativity and amplifies our impact, and we’re looking for candidates who are excited to be a part of that. To get a complete picture of your experience and abilities, we’ll explore your foundational skills and how you collaborate with AI. Through our interview process, what matters most is that you can always explain your approach, showing us not just what you know, but how you think. You can read more about our AI interview philosophy and how we use AI in our recruiting process here. The PinTech team at Pinterest supports partnerships across a diverse set of companies to provide our Pinners with world class experiences bringing them the inspiration to create a life they love. As a Partner / Technical Support Engineer, you’ll work with a variety of Tier 1 clients across Pinterest products (Enterprise, Adtech, Shopping, Growth, etc.) to define and build scalable partner solutions, helping hundreds of millions of people find ideas and inspiration. You will be the evangelist of Pinterest’s technology stack, both internationally and domestically. What you’ll do: - Serve as a subject matter expert on the Pinterest API and Pinterest partner integrations - Become an expert in Pinterest’s business products and how to best deploy them and troubleshoot them - Lead the definition, development, and broad-scale adoption of Pinterest Integration products with key strategic partners - Own technical relationships with Tier 1 partners and Enterprise Advertisers, providing bespoke support and driving complex technical projects end-to-end - Provide proactive and reactive technical support through dedicated and scaled channels, ensuring a high level of customer satisfaction - Provide on-call support coverage via on-call rotation schedule for Pinterest business solutions such as Measurement, Delivery etc. - Lead complex engineering projects end-to-end — including new API launches, large-scale integration builds, and high-impact bug fixes — partnering with Engineering on design and delivery - Develop and maintain performance and quality monitoring systems to ensure partner integrations are highly available - Collaborate closely with Product Management and Engineering teams to develop and tailor products according to specific partner requirements - Lead complex engineering projects end-to-end — including new API launches, large-scale integration builds, and high-impact bug fixes — partnering with Engineering on design and delivery - Define the tools, processes, and documentation frameworks the team operates within - Lead cross-functional initiatives that shape Pinterest's broader developer ecosystem, and mentor junior team members on technical and partner-facing work - Lead AI-driven solutions and automations across the team, identifying opportunities and shipping systems that scale support and ops What we’re looking for: - 4+ years of Support/Solution/Partner Engineering experience or integration experience; ideally at a large consumer tech platform - Experience leading technical partner/client calls - Experience integrating external APIs at scale using SDK's or writing custom client code - Ability to read and write complex scripts for data manipulation; must be familiar with a programming language such as Python or a shell scripting language - Ability to leverage AI to enhance work quality and decisions, and champion AI experimentation within the team - Bachelor’s degree in a relevant field, or equivalent experience In-Office Requirement Statement: - We recognize that the ideal environment for work is situational and may differ across departments. What this looks like day-to-day can vary based on the needs of each organization or role. - This role will need to be in the office for in-person collaboration 1-2 times every 6-months and therefore can be situated anywhere in the country. Relocation Statement: - This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model. #LI-REMOTE #LI-PW1 At Pinterest we believe the workplace should be equitable, inclusive, and inspiring for every employee. In an effort to provide greater transparency, we are sharing the base salary range for this position. The position is also eligible for equity. Final salary is based on a number of factors including location, travel, relevant prior experience, or particular skills and expertise. Information regarding the culture at Pinterest and benefits available for this position can be found here. US based applicants only $123,684—$254,644 USD Our Commitment to Inclusion: Pinterest is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best qualified people in every job. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion or religious creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, age, marital status, status as a protected veteran, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member) or any other consideration made unlawful by applicable federal, state or local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you require a medical or religious accommodation during the job application process, please complete this form for support.

Title: IT Support Engineer I (Hybrid - Central Coast California) Location: Morgan Hill, CA Department: Xantrion Job Description: If you’re looking to learn from a winning information technology team and receive outstanding benefits that support your family- while working for a company that takes a people-first approach to business, we invite you to explore our IT support engineer position. - This is a hybrid position that requires traveling to and working at client locations in and around the Central Coast (Morgan Hill, Gilroy, Salinas, Monterey, and Santa Cruz areas). - Bilingual (English/Spanish) required. Primary Purpose and Function The overall performance objective of the Support Engineer I is to provide the best possible support and customer service to our clients. They are responsible for handling requests that are submitted by our customers (typically by phone) and in all cases using good judgment and timeliness in responding to and resolving each issue to the customer’s satisfaction. Success is defined by the timely resolution of requests in the best possible order based on priority. The position requires accurate documentation, tracking, and monitoring to ensure a timely resolution. Essential Functions and Responsibilities Customer Facing - Provide front line phone coverage, and participate in various call center groups - Provide on-site assistance to clients within your local geography - Provide excellent customer service to Xantrion’s client base. - Provide technical support as assigned for issues related to computer systems, software, and hardware. - Log and track support requests in ConnectWise. - Prioritize and/or escalate tickets as required to ensure customer satisfaction. - Brief customers, as well as management, on the status of current resolution efforts. - Work with third party support providers when necessary. - Follow up with customers to ensure an issue has been resolved. Administration - Submit semi-monthly timesheet and expense reports. - Attending scheduled training and meeting sessions. - Meet with your manager regularly to discuss opportunities and achievements. Service Desk Duties - Ability to work a variable shift any time during Xantrion’s business hours. - Perform audits of customer information and systems as necessary to ensure accuracy. - Take support tickets from the dispatcher. - Update and schedule service tickets until issues have been resolved or further escalated. - Perform other duties or special projects as assigned. Position Requirements Formal Education & Certification - Bachelor’s degree from a four-year university or equivalent experience. - Technical certificates are a plus. Knowledge & Experience - Minimum of 3 years of technical support experience required - On-site technical support experience preferred. - Basic diagnostic and analytical skills. - Basic competency in the use and troubleshooting of MS Office products. - Experience using Windows 10, 11, and/or Mac OS. - Basic computer literacy across both hardware and software. - Ability to be proactive and able to take direction and establish ownership of issues through resolution. - Bilingual (English/Spanish) required. Personal Attributes - Positive attitude. - Strong written, oral, and interpersonal communication skills. - Strong telephone presence with organized follow-up skills. - Ability to follow established operating procedures - Strong, service-oriented, customer-focused. - Strong attention to detail. - Experience working constructively in a team-oriented, collaborative environment. - Ability to effectively multitask, managing time, prioritizing and executing tasks in a high-pressure environment. - Demonstrated interpersonal skills, able to foster strong relationships internally and externally. - Can follow directions, as well as apply judgment and be flexible as the situation warrants. Performance Metrics - Manager and peer review of goal achievement. - Coachability, willingness to work as a member of a team. - Detailed ticket notes at every step of the resolution. - Appropriate amount of time is correctly coded per day. - Ticket queue is properly scheduled. Assigned tasks do not “fall through the cracks”. - Internal and external customer satisfaction scores. - Ticket closure rate relative to peers. Physical Demands - Sitting or Standing for Long Periods: Ability to remain seated or standing at a workstation for extended durations, with regular breaks to prevent fatigue and maintain comfort. - Viewing a Computer Monitor: Sustained ability to focus on a computer screen for tasks such as reading, typing, and data entry, with appropriate lighting and screen settings to reduce eye strain. - Digital Dexterity and Hand/Eye Coordination: Proficient use of hands and fingers to operate office equipment, including frequent alpha/numeric keyboarding, mouse usage, and handling other peripherals with precision. - Oral Communications: Engaging in clear and effective verbal communication over the phone, video calls, and occasionally in person, requiring strong speech and active listening skills. - Use of Peripheral Devices: Handling and operating devices such as a mouse, headset, and other computer accessories with precision and ease. - Basic Ergonomic Adjustments: Ability to adjust seating, monitor height, and other workstation elements to maintain comfort and reduce physical strain. - Environmental Awareness: Maintaining a workspace free from excessive noise and distractions to ensure focus and productivity. - Occasional Lifting and Moving: Ability to lift and move light objects, such as laptops, documents, and office supplies, as needed. - Periodic Travel to Customer Offices: Willingness and ability to travel to customer offices as required, which may involve air travel, driving, ride-sharing, or using public transportation. - Periodic Travel to Xantrion’s Office: Willingness and ability to travel to Xantrion's office or shared workspace as needed, which may involve air travel, driving, ride-sharing, or using public transportation. - Light Lifting and Carrying of Computers and Equipment: Ability to lift and carry computers and related equipment, typically weighing up to 20 pounds. - Moving Heavy Equipment: Ability to move heavier items such as personal computers, servers, and battery backup systems, weighing up to 75 pounds, using proper lifting techniques and equipment to ensure safety. Company Policy and Procedure Compliance - Follow and support company policies and procedures as well as all local, state, and federal laws. - Always maintain confidentiality of company and customer records and information. - Maintain a professional image, adhering to Xantrion’s dress code. - Must have an existing cell phone (running current Android or iOS). - If applicable, Xantrion will provide a cell phone, internet connection, and home office equipment allowance. See the Xantrion Handbook for details. When Working Remote - Must have a reliable, high-speed internet connection that effectively supports work responsibilities, including video conferencing. - Must have a dedicated, secure, and private workspace. Unless arranged by Xantrion, shared work environments, such as coworking spaces, are unacceptable. Client information must always be kept private. - Must use Xantrion-provided PC and headset to execute job functions. Benefits - Salary range $60K - $70K; depending on experience. - 100% of medical, dental, and vision for you and your family. - 401K with company match up to 4% of salary. - Certification reimbursement and annual training budget. - 17 Days PTO per year in addition to paid training days. - Bonuses for referring new clients or employees. Xantrion is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. All employment is decided on the basis of qualifications, merit, and business needs at the time.

• Provide responsive 3rd shift IT support for employees, troubleshooting hardware, software, network, access, and application issues in a remote and/or distributed work environment. • Support and troubleshoot macOS devices and related Apple ecosystem tools, including device setup, configuration, updates, account access, and user productivity issues. • Administer and support core business systems including Google Workspace and Okta, including account access, authentication issues, MFA troubleshooting, and user lifecycle support. • Support MDM and asset management processes, including device enrollment, inventory tracking, equipment assignment, returns, and lifecycle documentation. • Use ticketing systems and internal documentation tools to triage, track, resolve, and document support requests with accuracy, urgency, and a customer-service mindset. • Create and maintain knowledge base articles, SOPs, troubleshooting guides, and runbooks to improve support consistency and reduce recurring issues. • Leverage AI tools responsibly to assist with troubleshooting, workflow automation, documentation, reporting, and process improvement while following company security and data handling expectations. • Partner with IT and Security stakeholders to support endpoint hygiene, access control practices, incident escalation, and secure handling of employee technology issues. • Identify recurring support trends and recommend improvements to systems, processes, automations, or documentation that improve employee experience and operational efficiency. • Support additional IT projects as needed, including onboarding/offboarding support, SaaS tool administration, device lifecycle activities, and team growth initiatives.

• Provide operational support for billing platforms and integrations, including monitoring, troubleshooting, and resolution of production issues. • Participate in on-call rotations supporting 24x7 operational coverage, including support during quarter-end and year-end billing cycles. • Investigate and resolve billing system incidents, data discrepancies, and integration failures across Salesforce, Zuora, AWS, and related platforms. • Analyze logs, system behavior, and transaction data to identify root causes of issues and support remediation efforts. • Collaborate with Engineering, Product, and Billing Systems teams to diagnose defects, validate fixes, and support production deployments. • Assist with incident response for billing-impacting events, providing technical analysis and contributing to internal and external communications as needed. • Maintain and update operational documentation, including runbooks, troubleshooting guides, and support procedures. • Support operational monitoring and alerting improvements to detect issues earlier and reduce incident impact. • Contribute to post-incident reviews and continuous improvement initiatives aimed at preventing recurring issues. • Ensure operational activities follow established change management, access control, and data integrity standards, including SOX compliance where applicable.