Wayfair Careers

Help Desk – Technical Support

Boston, MA
Engineering - Infrastructure

Job Description

Do you want to be a part of a collaborative team for a growing eCommerce company? We are looking to grow our IT Service Desk Engineering Team by bringing on talented, motivated individuals looking for a broad scope of technical support.

Our Technical Support Engineers play a critical role in providing direct technical assistance to Wayfair’s global employee user base via phone, ticket, email, and remote support interactions, while maintaining a persistent point of contact between business and technology staff.  This team also plays a crucial role in handling and resolving complex technical issues in the areas of product functionality, architecture, and defect correction by achieving proficiency across Wayfair’s expansive internal software toolset and swiftly and seamlessly transitioning issues to Infrastructure and Software engineering support when applicable.

Responsibilities Day-to-Day:

  • Provide First level support to Wayfair employees for all IT-related concerns and technologies such as: Windows 10, Exchange, Gsuite, MS Active Directory, DNS, DHCP, File/Print Services, Spam/Virus Protection, VOIP telephony, CISCO networking and our own proprietary software.
  • Maintain, analyze, and troubleshoot hardware, software, and computer peripherals
  • Deploy, configure, and maintain loaner equipment
  • Prioritize and evaluate a variety of technical issues
  • Monitor various incoming emails, phone calls, and alerts through our ticketing system
  • Ensure proper recording, documentation, and closure
  • Recommend procedure modifications or improvements
  • Triage, resolve, and escalate issues to appropriate teams
  • Error replication and initial troubleshooting
  • Field phone calls or chats throughout the day from internal employees
  • Resolve walk-up questions/issues
  • Partnering with business teams to help resolve customer issues
  • Ability to troubleshoot scripting languages such as PHP – NOT a must


  • Team Player, willing to share knowledge and pitch in wherever needed
  • Multi-tasking, Prioritization, and Time Management
  • Technical Aptitude – capable of handling a multitude of technical issues
  • Drive to learn – curiosity
  • Dedication – commitment to shepherd tickets through to resolution
  • Excellent written and verbal communication - Ability to accurately convey an issue
  • Patience & Customer Service mentality – Users often submit incomplete tickets
  • Ability to pivot and act in a timely manner


  • Growth – Managers and teammates care about your success
  • Meritocracy - Work hard and get rewarded
  • Engineering – experience a variety of issues from infrastructure to software development
  • Learning – We have a learn@work department providing trainings ranging from professional growth to programming during work hours
  • Seeing and understanding the inner frameworks of the engineering department of a $2B company
  • Great team atmosphere

Your Application – please provide:

  1. Resume
  2. 2-3 references (professional preferred)
  3. Feel free to upload a Cover Letter

About Wayfair


Wayfair Inc. offers an extensive selection of home furnishings and décor across all styles and price points. The Wayfair family of sites includes:

  • Wayfair, an online destination for all things home
  • Joss & Main, where beautiful furniture and finds meet irresistible savings
  • AllModern, your home for affordable modern design
  • DwellStudio, a design house with a decidedly modern vibe
  • Birch Lane, a collection of classic furnishings and timeless home décor


Wayfair generated $3.4 billion in net revenue for full year 2016. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 5,600 people. Wayfair was recently named “Mass TLC’s Company of the Year” and “Internet retailer of the year”. The company has previously been named one of America’s Most Promising Companies by Forbes Magazine and selected by the Boston Business Journal and Glassdoor.com as a Top Company to Work For and Top Company for Well Balanced Life.


*** This position is ONLY for on-site in our Boston, MA headquarters ***

Wayfair does not accept unsolicited candidate referrals or resumes / CVs from third-party vendors, including recruitment agencies. Wayfair will not be responsible or liable for any fees or costs associated with such unsolicited submissions.

Requisition ID: 24224