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IT Support Engineer, SaaS (Early Shift)



IT, Customer Service
Plano, TX, USA
Posted on Friday, September 15, 2023


Peloton is seeking an IT Support Specialist to join our Information Technology team. In this role, you will handle the performance, availability and reliability of key Peloton business applications and IT services. Using monitoring, alerting, and customer request data, you will perform validation and implement repair and notification processes as detailed in IT standard operating procedures for the services and applications in question. Operating as an advocate for consumers of IT services you will become deeply familiar with the normal operating state of a suite of services and applications, the interactions between services and applications, and corrective response procedures to return services and applications to optimal health in the event issues occur. You will work with a broad and diverse team of application and infrastructure engineering roles within IT and Business units. Your continual feedback on operational state will be leveraged to continuously improve the Peloton operating environment.


  • Lead with the values of Peloton and the challenge of providing excellent service to consumers of business applications such as NetSuite, Boomi, WMS, TMS, Genesys and a portfolio of general IT services
  • Track performance against Operational metrics and work with partner teams to exceed accuracy and efficiency targets
  • Capture and analyze output from multiple monitoring and alerting systems across the Peloton network to discern any issues, impacts or threat of same, and to respond using knowledge articles, standard operating procedures and your experience
  • Report weekly metrics for service health
  • Report weekly metrics for health of operational response including timeliness, quality, accuracy, efficiency and member satisfaction
  • Drive Performance against significant metrics for the growing Peloton Enterprise Operations Center support team
  • Assist with development and continuous improvement of Standard Operating Procedures
  • Perform post closure issue/ticket analysis to find opportunities for quality improvement over time
  • Collaborate with IT and business support and engineering teams to call out sophisticated and/or high priority issues to support alignment to Service Level Agreements
  • Learn and follow basic ITIL standards for handling of Incident, Problems, Change and Support Requests


  • A basic understanding of the ITIL processes of Incident and Support Requests.
  • 2+ years of hands-on IT Support experience
  • Experience supporting Macs and/or Microsoft Windows
  • Good interpersonal skills and ability to influence internal team members to acquire results
  • Great quantitative, analytical, and critical thinking skills with use of data analysis and metrics to assist decision making and continuous improvement
  • Positive demeanor and energy, inquisitive nature, personal drive to learn and a desire to serve and advocate for the members of application and other IT services
  • Desire to learn new subject matter
  • Solid understanding of any key applications as a user (e.g. NetSuite, Boomi, WMS, TMS, Genesys) is helpful
  • Prior experience in a support role related to IT Service Desk, Enterprise Applications, IT Security, Access Management, AWS services, Network services is helpful
  • Experience using reporting and efficiency tools to provide insights
  • Demonstrated ability in documenting processes; business requirements in a logical and structured manner
  • Ability to follow existing Knowledge Articles and Standard Operating Procedures, and to provide feedback to aid with continuous improvement of detailed procedures
  • Ability to effectively connect with members and IT support staff at different skill and experience levels




Peloton provides Members with expert instruction, world-class content and the fitness industry's leading music library to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton offers an immersive and personalized experience [with or without equipment]. Access Peloton content via the Peloton Bike, Bike+, Tread, Guide, Row or the Peloton App, now with multiple membership tiers. Founded in 2012 and headquartered in New York City, Peloton has a highly engaged community of nearly 7 million Members across the US, UK, Canada, Germany, and Australia.

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted here on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an email address.

Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.