Lead - End-User Technologies
Sonar, Austin, TX, United States
Position description
As a Lead of End-User Technologies, you will be the on-the-ground operational leader for Sonar's local end-user support functions in close cooperation with the global team. You are a player‑coach: you assist your team in hands‑on work — tickets, troubleshooting, tooling, documentation — while never losing sight of squad-level operational excellence. By keeping daily execution running smoothly, you ensure our globally distributed workforce has uninterrupted, high‑quality IT support, and you free the Manager to focus on the broader team plan, strategy, and people development. This role is also where you will actively develop your own people leadership skills, building the foundation for future growth on Sonar's People Leader track.
What you will do
Perform hands‑on end‑user support and endpoint engineering work across identity management, endpoint security tooling, enterprise communications suite, and service desk software
Distribute and clarify daily work assignments for the squad, ensuring team members understand task priorities, scope, and expected outcomes
Identify and remove obstacles that are slowing the squad's execution — whether that means unblocking a stalled ticket, escalating to the right team, or jumping in to pair on a difficult issue
Support squad members in decision‑making by providing context, answering technical questions, and helping them think through ambiguous situations rather than dictating solutions
Triage and prioritize incoming requests during US business hours, acting as the operational point of contact for the squad
Contribute to agenda preparation and operational reporting for the Manager, surfacing risks, blockers, and status updates so the global team stays aligned
Maintain and improve endpoint configurations, onboarding/offboarding workflows, and device management processes across Windows, macOS, and Linux (Ubuntu) endpoints
Ensure compliance‑related controls within the EUT scope (ISO 27001, SOC2) are followed during daily operations, flagging gaps to the Manager
Experience and qualifications
5+ years of hands‑on experience in end‑user technologies, endpoint engineering, desktop support, or IT operations
Demonstrated experience in a team lead, senior technician, or senior analyst capacity where you coordinated work across a small team while still performing hands‑on technical work
Strong working knowledge of enterprise identity management, endpoint security, and zero‑trust networking tooling — experience with platforms such as JumpCloud, CrowdStrike, CyberArk, or Cloudflare is preferred
Multi‑OS proficiency: comfortable managing and troubleshooting Windows, macOS, and Linux (Ubuntu) endpoints in a corporate environment
Experience with ITSM platforms (ServiceNow preferred) for incident, request, and change management workflows
Familiarity with compliance frameworks (ISO 27001, SOC2) and how they apply to endpoint and identity management
Clear communicator who can translate technical details into plain language for end users and summarize operational status for leadership
Comfortable working in a globally distributed team across time zones, with the confidence to own operational decisions and drive escalations independently
A genuine interest in growing as a people leader — you want to develop skills in coaching, delegation, and team health, not just technical depth
Additional comments This role is based in Austin TX. We are unable to consider candidates unwilling to be in Austin, but we are willing to relocate the right candidate.
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.
If you need any accommodation, please reach out to us at hiring@sonarsource.com.
All offers of employment at Sonar are contingent upon the 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.
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What you will do
Perform hands‑on end‑user support and endpoint engineering work across identity management, endpoint security tooling, enterprise communications suite, and service desk software
Distribute and clarify daily work assignments for the squad, ensuring team members understand task priorities, scope, and expected outcomes
Identify and remove obstacles that are slowing the squad's execution — whether that means unblocking a stalled ticket, escalating to the right team, or jumping in to pair on a difficult issue
Support squad members in decision‑making by providing context, answering technical questions, and helping them think through ambiguous situations rather than dictating solutions
Triage and prioritize incoming requests during US business hours, acting as the operational point of contact for the squad
Contribute to agenda preparation and operational reporting for the Manager, surfacing risks, blockers, and status updates so the global team stays aligned
Maintain and improve endpoint configurations, onboarding/offboarding workflows, and device management processes across Windows, macOS, and Linux (Ubuntu) endpoints
Ensure compliance‑related controls within the EUT scope (ISO 27001, SOC2) are followed during daily operations, flagging gaps to the Manager
Experience and qualifications
5+ years of hands‑on experience in end‑user technologies, endpoint engineering, desktop support, or IT operations
Demonstrated experience in a team lead, senior technician, or senior analyst capacity where you coordinated work across a small team while still performing hands‑on technical work
Strong working knowledge of enterprise identity management, endpoint security, and zero‑trust networking tooling — experience with platforms such as JumpCloud, CrowdStrike, CyberArk, or Cloudflare is preferred
Multi‑OS proficiency: comfortable managing and troubleshooting Windows, macOS, and Linux (Ubuntu) endpoints in a corporate environment
Experience with ITSM platforms (ServiceNow preferred) for incident, request, and change management workflows
Familiarity with compliance frameworks (ISO 27001, SOC2) and how they apply to endpoint and identity management
Clear communicator who can translate technical details into plain language for end users and summarize operational status for leadership
Comfortable working in a globally distributed team across time zones, with the confidence to own operational decisions and drive escalations independently
A genuine interest in growing as a people leader — you want to develop skills in coaching, delegation, and team health, not just technical depth
Additional comments This role is based in Austin TX. We are unable to consider candidates unwilling to be in Austin, but we are willing to relocate the right candidate.
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.
If you need any accommodation, please reach out to us at hiring@sonarsource.com.
All offers of employment at Sonar are contingent upon the 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.
#J-18808-Ljbffr