Looking for a job to get you out of bed?

Casper is seeking a sharp, resourceful, and professional Helpdesk Support Engineer (Level I) to join our growing IT support team. You’ll be the first line of defense for our clients—resolving tickets, troubleshooting issues, and ensuring smooth system performance across diverse environments. If you thrive in a fast-paced setting and can balance multiple client needs with professionalism and poise, we’d love to hear from you.

Casper (Casper.com) believes everyone should sleep better. Casper has a full portfolio of obsessively engineered sleep products—including mattresses, pillows and bedding—designed by the Company’s in-house design team. In addition to its e-commerce business, Casper has over 40 retail locations across the United States and its products are available at a number of retailers.

This is a hybrid role, requiring that you work 3 days per week from our NYC office.

When you’re not catching zzz’s, this is what you’ll do...

• Serve as the first point of contact for client support via phone, email, or remote tools
• Troubleshoot and resolve hardware, software, and basic network issues
• Accurately manage, document, and update support tickets
• Escalate complex issues to Level II support when necessary
• Perform basic system administration tasks, including user account setup, password resets, and software installations
• Proactively monitor client systems to prevent downtime
• Collaborate with team members to share knowledge and enhance support processes
• Maintain service level agreements (SLAs) while delivering exceptional customer service
• Assist with UPS shipping, receiving, and deployment of IT equipment
• Proactively stay up to date with emerging technologies through ongoing learning and training
• Travel to project locations within the USA is sometimes required

Our dream candidate...

• Has 2+ years experience working in a fast-paced IT environment
• Has 1+ years experience in IT infrastructure builds
• Has experience in audio engineering and support
• Proficient with the following: G Suite, Meraki, WAN, TCP/IP, VoIP, AV, LV cabling
• Experience working with IT budgets
• Experience with JAMF, MS AD and AWS is a plus
• Excellent communication and documentation skills

Targeted Base Hourly Range: $38-43 USD

Casper’s compensation philosophy ensures that the actual base salary is based on factors including but not limited to skills, education, experience, special training, time in position, and/or years of service.

We recognize that annual base salary is just one part of a total rewards package. In addition, we offer a comprehensive benefits package, wellbeing resources, and other perks including:

• Medical, vision, and dental insurance to help you with those coughs or cavities (too many waffles)...
• Paid Time Off. We believe in the power of rest so take the time you need to recharge.
• Dream-worthy gifted products after tenure milestones!
• Employee Discount to use on whatever you like (with a few exceptions) and product discounts for friends and family!
• … and more!

If you dream about this stuff this job is probably right for you. We look forward to learning more about you!

As part of our hiring process, employment offers are contingent on the successful completion of a background check and drug screening, where permitted by law.

Candidates must be authorized to work in the United States without the need for current or future employer-sponsored visa support.