Act as an escalation point for the IT support queue, handling complex issues across endpoints, identity, and core SaaS applications (e.g., Google Workspace, Okta, Slack, Zoom, Atlassian).

Coordinate response efforts for IT incidents and outages, including troubleshooting, communication, and post-incident follow-up.

Manage internal user accounts, groups, and access (joiners/movers/leavers) across identity and critical SaaS systems.

Own and continuously improve onboarding and offboarding workflows in partnership with People, Security, and Hiring Managers.

Deploy, administer, and maintain IT systems and services (e.g., MDM, endpoint security, Zero Trust, collaboration tools, AI platforms, asset inventory).

Manage MDM-controlled endpoints (laptops and other devices), including provisioning, compliance policies, and OS / app updates.

Implement and maintain automations and workflows that minimize manual efforts in provisioning, access changes, and common support requests.

Implement and operate IT controls that support company security and compliance requirements (e.g., SOC 2, ISO 27001), including access reviews, asset management, and endpoint standards.

Partner with Security on evidence collection, control operation, and remediation of IT-related audit findings.

Ensure IT policies, standards, and runbooks are followed and kept current; contribute to drafting and improving these documents.

Construct and maintain IT guides, runbooks, and knowledge base articles for both end users and IT peers.

Collaborate with cross-functional teams (Security, Engineering, People, Finance, CX) on IT-related projects such as new tool rollouts, license rationalization, and process redesign.

Identify issues, define OKRs, and deliver end-to-end solutions that measurably improve reliability, security, or user experience.

Stay current on IT trends and emerging technologies; propose pragmatic improvements to our environment.

5+ years of related IT experience (e.g., IT Engineer, Systems Administrator, IT Operations), including ownership of critical IT systems and incident response.

Hands-on experience managing SaaS-heavy environments (e.g., Google Workspace / Microsoft 365, Okta or another IdP, Slack, Zoom, Atlassian, HRIS tools).

Strong skills in endpoint management and MDM (e.g., Jamf, Kandji, Intune, or similar) across macOS and/or Windows.

Demonstrated experience coordinating and resolving IT incidents and outages in a remote-first environment.

Familiarity with security and compliance concepts (least privilege, access reviews, endpoint baselines, change management) and how they surface in IT operations.

Ability to write clear documentation (runbooks, KB articles) and communicate effectively with both technical and non-technical stakeholders.

Comfort working across time zones and collaborating asynchronously in tools like Slack, Notion/Confluence, and Google Workspace.

Experience in a SaaS or high‑growth tech company supporting fully remote teams.

Experience with automation and AI platforms (e.g., Python, Bash, Google Apps Script, low-code workflow tools, Claude, OpemAI) for provisioning, reporting, ticket orchestration, or other use cases.

Familiarity with security tooling and controls (EDR, CASB, email security, DLP, CSPM) and how they integrate with IT workflows.

Prior involvement in SOC 2 / ISO 27001 audits or similar assurance programs