IT Support Engineer

🏢 Twelve Labs · 📍 San Francisco · 💼 hybrid · ⏰ FullTime

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Position Summary & Responsibilities

Who we are

Video is 90% of the world's data. Most of it is invisible to machines.
TwelveLabs builds the intelligence layer to change that. Our multimodal AI models understand video the way humans do — across sight, sound, and motion — and power production-scale AI workloads across media, entertainment, sports, security, and government.

We have raised more than $210 million from NEA, Radical Ventures, Amazon, NVIDIA, Snowflake, Databricks, Index Ventures, NAVER Ventures, Korea Investment Partners, Quadrille Capital, Red Bull Ventures, and AI pioneers including Fei-Fei Li, Silvio Savarese, and Alexandr Wang.

We are a global company, headquartered in San Francisco with offices in Seoul, New York, and London, and employees around the world. We believe the differences in our cultural, educational, and life experiences make our products stronger. Building technology that understands the world in all its complexity requires people who see it from every angle. We are looking for individuals who are driven by hard problems and want their work to matter. Come build it with us!

About the Role

TwelveLabs is looking for an IT Support Engineer to help build, operate, and scale the internal technology systems that keep our global workforce productive and secure.

This is a hands-on role spanning employee support, identity and access management, endpoint management, SaaS administration, automation, office technology, and IT operations. You’ll be a primary point of contact when something isn’t working, but just as importantly, you’ll help eliminate recurring IT problems through better systems, automation, and tooling.

You’ll own and improve critical employee lifecycle workflows such as onboarding, access provisioning, device deployment, role changes, and offboarding. You’ll also work closely with Security, People, Legal & Compliance, Finance, and Engineering teams to support access, endpoints, and the growing ecosystem of SaaS and AI tools used across the company.

Our environment is global and highly distributed, with headquarters in San Francisco and Seoul, branch offices across the US and EU, and remote employees around the world. We operate with a modern, clou

🎯 Candidate Preparation Guide For Twelve Labs Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

State-of-the-art multimodal machine learning research capability, high-performance video understanding, and efficient model scaling.

📋 Preparation Priorities (Key Areas to Clarify):

1. Purely academic mindset with no interest in latency, compute budgets, or real-world product application.
2. Superficial understanding of modern deep learning frameworks and custom CUDA/kernel optimization.
3. Inability to explain complex neural network behavior simply and clearly.

✨ Recommended Role Alignment Hook:

I scale multimodal foundation models that truly understand video context, balancing state-of-the-art accuracy with production inference speeds.

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