Senior IT Support Specialist, Upgrade

$110-130k

+ Equity

Tableau

macOS

iOS

Terraform

Windows

Okta

Zendesk

JIRA

Confluence

Atlassian

Slack

Zoom

Senior and Expert level

San Francisco Bay Area

4+ days a week in office

Offering responsible credit to mainstream consumers

Job no longer available

Offering responsible credit to mainstream consumers

1001+ employees

FintechB2CBankingLendingCredit cardsSaaS

Job no longer available

$110-130k

+ Equity

Tableau

macOS

iOS

Terraform

Windows

Okta

Zendesk

JIRA

Confluence

Atlassian

Slack

Zoom

Senior and Expert level

San Francisco Bay Area

4+ days a week in office

1001+ employees

FintechB2CBankingLendingCredit cardsSaaS

Company mission

To help our customers move in the right direction with responsible financial products that put more money in their pocket.

Job

Company

Role

Who you are

6+ years of experience with client application installations, patching, security and update procedures – iOS, Windows, ChromeOS and MacOS
Experience in helping and mentoring junior technical support specialists
Experience being part of a team and leading project based initiatives
Experience troubleshooting and resolving issues with hardware and OS
Experience with device management, inventory systems and methods
Familiarity with ticketing standards, practices, and workflows (Genesys, Zendesk, Atlassian (Jira, Confluence, Opsgenie)
Experience with OS installation and imaging
Experience resolving issues with Audio and Video conferencing equipment/software (Zoom, Google Meet, etc)
Ability to lift up to 50 lbs

Desirable

Experience troubleshooting VPN issues (OpenVPN, L2TP)
Experience resolving issues with other 3rd party vendors (Kisi, TalkDesk, Polycom, Chromebox, Meraki, Tableau, Confluence, Dell, Chrome Remote Desktop, Okta, Slack, Lexis Nexis, insurance webapp products like B2B etc)
Experience with Jamf and Intune
Experience in any customer service role
Experience with Github/Terraform

What the job involves

We're looking for a Senior IT Support Engineer to join our team to be the Lead for our San Francisco office. This position will be on-site full-time 4 days per week in our SF office
Provide configuration and troubleshooting support for Mac OS and Windows environments
Resolve any issues related to our infrastructure, both internally hosted and cloud-based such as email, printers, wired and wireless networks, video conferencing and VPN
Track and maintain IT assets in the SF office
Provide support and set up for audio visual equipment and video conferencing
Perform technical on-boarding of employees
Provide end user support for G Suite
Support ongoing projects
Ability for on-call

Our take

Most credit cards don't encourage the owner to pay down their debt. The longer it takes to pay off the balance, the more money lenders are set to make. Upgrade is an online lender and card issuer doing things differently. The company offers personal loans and credit cards, but with a fixed instalment structure and a set number of equal payments. This ensures the balance reduces every month.

The company believes this model reduces default rates, as borrowers are forced to pay down rather than maintain their debt, and it encourages a greater commitment to repay the balance. Further, by combining the ease of a Visa card with the fixed payments and decreased rates of a personal loan, Upgrade sets itself apart from competitors.

In 2021, Upgrade launched its mobile banking and debit card to onboard new customers and increase loyalty. The fixed-rate nature of the company's cards is expected to be of use to customers in future years in an environment of rising rates. Off the back of impressive growth milestones in 2025, the company raised $165 million in Series G funding, raising its valuation to $7.3 billion, a comfortable position for a future IPO.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Led by a woman

Top investors

18% employee growth in 12 months

Glassdoor (4.1)

Trustpilot (4.6)

Company

Funding (last 2 of 6 rounds)

Oct 2025

$165m

SERIES G

Nov 2021

$280m

SERIES F

Total funding: $712m

Company benefits

Stock option plan
100% paid coverage of medical, dental and vision insurance
Flexible PTO
Opportunities for professional growth and development
Paid parental leave
Health & wellness initiatives

Company HQ

Financial District, San Francisco, CA

Leadership

Renaud Laplanche

(Co-Founder & CEO)

After an MBA at London Business School, Renaud spent 5 years as an Associate at Clearly Gottlieb Steen & Hamilton and co-founded MatchPoint. They then left Oracle after a year to co-found Lending Club in 2006 and co-founded Upgrade in August 2016.

Adelina Grozdanova

(Co-Founder & Head of Investor Group)

Adelina started their career with 6 years at Morgan Stanley after a degree at Princeton. They left banking in 2012 to join Lending Club as VP, and after 3 years co-founded Upgrade, serving as Head of Investor Group since 2016.

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