Senior IT Support

We're looking for a proactive and detail-oriented individual who can lead our IT Support efforts - joining our growing team of people as we scale. This role is critical to enabling our team to work efficiently and securely. You'll be the go-to person for IT operations, working closely with our Lead Security Engineer and VP of Engineering.

Responsibilities

Device & Asset Management

• Manage end-to-end laptop lifecycle using Rippling including procurement, configuration, deployment, and retirement
• Maintain accurate asset inventory and tracking across all company devices
• Configure and deploy standardized device images with security controls and required software
• Coordinate device shipping and logistics for our remote-first team
• Handle device troubleshooting, repairs, and replacements

User Support & Access Management

• Process access requests through Jira Service Desk with appropriate approval workflows
• Perform user onboarding and offboarding procedures including account provisioning and deprovisioning
• Handle password resets, account lockouts, and basic user support issues
• Maintain accurate user directories and access controls across all systems
• Provide technical support and guidance to team members as needed

General IT Support

• Deploy and manage SentinelOne across all endpoints with proper configuration and monitoring
• Implement and maintain security policies and procedures
• Monitor and respond to security alerts and incidents
• Assist with security audits and assessments
• Ensure proper access controls on sensitive data repositories
• Monitor and audit data access and sharing practices
• Maintain data inventory and processing records for compliance purposes
• Own projects to improve our data security e.g. review and implement policies around PII (Personally Identifiable Information); data classification and retention policies etc.

Process Improvement & Automation

• Drive completion of IT-related tasks across the organization through effective communication and follow-up
• Identify opportunities to automate routine IT processes and workflows
• Maintain documentation for IT procedures, policies, and system configurations
• Participate in incident response and business continuity planning

Technologies and tools we use:

• Device Management: Rippling for laptop lifecycle management and configuration
• Security & Compliance: Drata for SOC 2 and ISO27001 compliance, SentinelOne for endpoint security
• Service Management: Jira Service Desk for access requests and IT ticketing
• Collaboration: Google Workspace (Drive, Gmail, Calendar, Meet), Zoom; Office 365
• Communication: Slack, with integrations across our tech stack
• Identity & Access: Single sign-on (SSO) and multi-factor authentication (MFA)
• AI: ChatGPT, Claude

Preferred Qualifications

• 5+ years of experience in IT support, systems administration, or IT operations roles
• 3+ years of hands-on experience with device management platforms (Rippling preferred, but Jamf, Intune, or similar acceptable)
• 3+ years of experience with Google Workspace administration
• 2+ years of experience with endpoint security solutions (SentinelOne, CrowdStrike, or similar)
• Proven experience with IT service management principles and advanced ticketing system workflows (Jira Service Desk)
• Strong background in access management, identity governance, and user lifecycle management
• Demonstrated ability to lead IT initiatives and drive process improvements
• Excellent communication skills with experience training and mentoring non-technical team members
• Strong project management and organizational skills with ability to manage multiple priorities
• Experience working in fast-paced startup or scale-up environments

Bonus Qualifications

• 5+ years of experience in high-growth SaaS companies or technology startups
• Experience with data privacy regulations (GDPR, CCPA, SOX) and implementation
• Advanced scripting and automation experience (Python, PowerShell, Bash)
• Experience leading IT teams or mentoring junior IT staff
• Background in vendor management and IT procurement processes
• Experience with enterprise-grade backup and disaster recovery solutions