Helpdesk Engineer

Who is Sonar?   Sonar enables organizations to ship agentic code with confidence. Code creation is abundant, but confidence is scarce. Our core platform, SonarQube, verifies over 750 billion lines of code every day, delivering agentic verification and governance for all code. Trusted by more than 7 million developers and 75% of the Fortune 100, including teams at Nvidia, ServiceNow, Booking.com, Goldman Sachs, AstraZeneca, and Ford Motor Company, Sonar enables organizations to reduce outages, improve security, and lower the cost and risk of agentic software development. Founded in Geneva and now headquartered in Austin, Texas, Sonar has a global team working across offices and hubs, including Silicon Valley, London, Bochum, Barcelona, Singapore, Tokyo, and the Washington, D.C. area. At Sonar, we’re enabling enterprises to build agentic software factories that can move quickly while maintaining the control, consistency and evidence required to ship with confidence. ercharge developers to build better, faster. Position description In this full-time Helpdesk Engineer role within Sonar’s End-User Technologies squad, you will keep our global workforce productive by delivering reliable technical support and continuously improving the employee IT experience. You will independently own and resolve technical requests across identity, endpoints, and SaaS applications from investigating complex, MFA and access issues to troubleshooting operating-system and application faults, while supporting end-to-end onboarding, offboarding, and day-to-day service delivery What you will do

Fulfill software access requests across our SaaS estate using identity provider group membership and in-application playbooks

Execute new-hire onboarding and offboarding end to end: preparing and enrolling laptops, provisioning accounts and access, sending onboarding invitations, adding people to Slack channels and distribution lists, acting as the assigned first-day support contact for new joiners, and confirming equipment return on exit

Own a defined set of more technical requests as you ramp — creating and updating technical and service accounts, investigating MFA lockouts that go beyond a simple reset, triaging application errors to distinguish a genuine fault from a missing entitlement, and troubleshooting macOS and Windows issues at the operating-system level

Manage email distribution lists, the loaner equipment pool (chargers, mice, monitors, and event laptops), and on-site technical setup for meetings and company events

Recognize when a request belongs to another tier and route it promptly with clear context: identity and access governance, integration and automation build work, policy exceptions, and high-priority incident response all sit outside this role and belong with our specialist and engineering staff

Identify repetitive manual requests (access grants, group changes, onboarding/offboarding steps, distribution list updates, loaner tracking) and propose or build automations for them using JSM automation rules, JSM virtual agents and JumpCloud Workflows.

Build, test and maintain simple JumpCloud Workflows for routine lifecycle tasks, such as adding or removing users from groups, unbinding devices on suspension, and sending notifications. New workflows are created inactive and reviewed before activation.

Configure JSM request types, forms, queues and automation rules (auto-assignment, auto-triage, SLA reminders, canned responses, auto-close) so more requests are resolved at first touch with no manual handling.

Use data from the queue (ticket volume by request type, repeat issues, time to resolve) to prioritize what to automate next, and track the time saved.

Keep your tickets and documentation current against our service-level targets, and write up the fixes you find yourself repeating so the whole frontline can resolve them next time

Experience and qualifications

3-5 years of hands-on experience in a helpdesk, service desk, desktop support, or IT support role, ideally at a fast-moving company with a distributed workforce

Demonstrated experience running onboarding and offboarding workflows, including laptop preparation and enrollment, account creation, access provisioning, and equipment recovery

Deep troubleshooting ability on macOS, Linux, and Windows endpoints; covering device enrollment, password and MFA problems, peripherals, conferencing hardware, and common application faults

Comfort working a queue in an ITSM platform (Jira Service Management preferred) against defined response and resolution targets

An automation-first mindset: you notice when you've done the same task three times and ask whether it should be a rule or workflow or an AI agent.

Sound judgment about your own limits: you resolve complicated requests independently while maintaining security boundaries and application guardrails.

Clear, patient, written and verbal communication with technical and non-technical colleagues, and the discipline to record what you did and why. You see effective documentation as an integral part of a well running team.

In-office culture We're intentional about this. We believe the best teams are built in the room together. Four anchor days — Mondays, Tuesdays, Wednesdays and Thursdays — create the collaboration rhythm that makes a hub office worth having.  Candidates need to be genuinely based in the location the role is posted  — if that's not where you are today, we're happy to support relocation for the right person.   We Value Diversity, Equity, and Inclusion:   At Sonar, we believe that our diversity is our strength. We are a global company that values and respects different backgrounds, perspectives, and cultures.   We are committed to fostering a diverse and inclusive work environment where everyone feels valued and empowered to contribute their best. We are proud to be an equal opportunity employer and welcome all qualified applicants, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.   All offers of employment at Sonar are contingent upon the precise results of a comprehensive background check and reference verification conducted before the start date.   We do not currently support visa candidates in the US.   Applications that are submitted through agencies or third party recruiters will not be considered.