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IT Support Engineer



Grove Collaborative



Portland, ME, US


Grove Collaborative is a direct-to-consumer e-commerce platform for natural home and personal care products. With a mission to help every family create a healthy, beautiful home, Grove offers a flexible recurring shipment model and gives each customer a personal shopper, we call them "Grove Guides".
We sell real products to real people and make a positive impact.  We're not just selling to Silicon Valley & New York.   Our customers are real families across the United States. We've helped over a million families to make better decisions about sustainable products.

Your Impact:

    • Provide remote and onsite technical support and troubleshooting of software and hardware.
    • Monitor internet connectivity, information systems, and software platforms to ensure maximum up-time.
    • Analyze and test irregularities in processes and information systems to find root causes and propose solutions.
    • Identify, troubleshoot, and resolve hardware issues with computers, laptops, printers, networking equipment, etc.
    • Maintain productive relationships and good communication with internal and external customers.
    • Track and collect details pertaining to issues and their resolutions in ticketing systems
    • Create knowledge base articles detailing procedures, and common troubleshooting techniques for recurring issues.
    • Escalate incidents that are too large or complex for quick troubleshooting to management, other IT resources, or third party vendors for assistance.
    • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.

About You:

      • Exceptional understanding of current hardware and software technology.
      • Proactively stay up to date on new and emerging technologies.
      • Critical thinking skills to promptly identify and resolve problematic situations through root cause analysis.
      • Interpersonal skills to interact and maintain productive working relationships with employees at all levels.
      • Effectively communicate with both technical and non-technical audiences.
      • Desire and patience to teach people about technology, and how to resolve problems themselves.
      • Ability to multitask and prioritize projects and tasks with little to no direct supervision.
      • Perform well in fast-paced and high-stress situations.
      • Desire to take responsibility for keeping Grove’s fulfillment centers and customer contact centers up and running and productive.  

Your Experience:

    • Previous remote helpdesk support using ticketing, chat, and phone.
    • Mac, Windows, and Android operating systems.
    • AWS or Azure cloud database and application administration.
    • Microsoft and Linux server administration.
    • SQL server administration.
    • SQL queries on complex enterprise relational databases.
    • G Suite or Active Directory user administration.
    • Highjump or other enterprise grade Warehouse Management System administration.
    • Netsuite or other enterprise grade Enterprise Resource Planning software administration.
    • Jira, Zendesk, or other ticket resolution and task management software.
    • Confluence or other knowledge base management software.
    • Cisco Meraki hardware and dashboard administration.
    • Voice Over Internet Protocol technology.
Let’s do this
We're building a diverse and inclusive work environment where we learn from each other. We welcome people of diverse backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a fun place to work. Come join the community at Grove. It's a heck of a lot of fun, and we'd love to tell you more about it.

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