Executive IT Support Engineer- Lead

Why USAA? At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

We are seeking a dedicated Infrastructure Engineer Lead for one of the most visible and strategically important technology environments at USAA. As a member of the Executive Technology Support team, you will architect, operate, and continuously enhance the systems, endpoints, mobility, identity, conferencing, and AV ecosystems that enable USAA's executive leadership to perform at their highest level each day, including the Chairman, CEO, executive officers, and their support teams. This is a hands-on infrastructure engineering role with a highly visible executive-facing dimension. You will design, automate, and optimize executive computing experience; diagnose and resolve the most complex cross-functional incidents spanning endpoint, network, identity, and collaboration platforms; and drive systemic engineering improvements that eliminate recurring issues at their source. You will establish the standards, operational playbooks, observability frameworks, and infrastructure-as-code capabilities that transform white-glove support from reactive intervention into a scalable, engineered service. In addition, you will serve as a trusted technology advisor to senior leaders during mission-critical business events, executive meetings, travel, and leadership transitions. If you are looking for an opportunity where your infrastructure engineering impact is experienced daily at the highest levels of the organization, this role offers a unique platform to shape and influence the executive technology experience across the enterprise. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio; TX. Relocation assistance IS available for this position.

As a subject matter expert guides team in the design of highly complex, scalable IT systems infrastructure; creates and enforces standards for system change; manages execution for the most complex implementations, ensures service delivery and maintenance tasks are appropriately automated, and Influences and guides monitoring, observability, and tooling activities. Leads resolution of the most complex production issues and guides troubleshooting of end-to-end solutions that span multiple systems. Provides real-time complex trouble-shooting support for major incidents. Work side by side with lead Architecture to establish tech requirements and perform lab testing / data results gathering for tech decisions. Identify and implement process improvements; Expert understanding of IT infrastructure management and automating service delivery best practices. Collaborates with stakeholders to evaluate and share information about the customer issues and the identification of solutions Provides internal team leadership by mentoring engineers, coaching engineers on design, development, and maintenance of systems and tools, techniques and processes. Prioritizes, assigns, and monitors work assignments under the direction of management. Actively participates in industry, COE, or other discipline-relevant groups/panels to keep abreast of industry trends and share best practices with team. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.