IT Systems & Ops Engineer, Whatnot

• We've found that low ego and a growth mindset, while leaning into action, details, and impact goes a long way here
• You should have strong internal customer support skills, excellent problem-solving abilities, and a knack for working cross-functionally in a fast-paced, multi-project environment
• Our ideal candidate will bring hands-on technical experience with the tools listed below, as well as the curiosity and adaptability to learn new ones
• In addition to 3-5 years of experience in IT support or operations roles, you should have:
• Hands-on Okta administration including user provisioning, SSO configuration, group management, and app assignments
• Google Workspace administration including user management, groups, Drive administration, and security settings
• Jira Service Management (or similar ticketing platforms like Zendesk, Freshservice, ServiceNow) with demonstrated SLA management
• Slack and Zoom administration for user management and configuration
• Strong understanding of onboarding & offboarding processes with ability to translate business needs into technical requirements
• Proven ability to meet and maintain SLAs in a support queue environment
• Experience building automations in workflow tools (Okta Workflows, Zapier, Make, or similar iPaaS platforms)
• MacOS support expertise including troubleshooting, configuration, and user training
• Understanding of identity and access management concepts (SSO, SAML, SCIM, OAuth)
• Strong written and verbal communication skills for user-facing support across all levels including executives
• Detail-oriented with excellent organizational and documentation skills
• Ownership mindset - See tickets through to resolution, don't just pass them along
• User empathy - Genuinely enjoy helping people and making their day better
• Self-starter - Proactively identify issues, drive improvements, work independently
• Growth mindset - Excited to learn, improve processes, and grow with the team
• Team player - Collaborate effectively, ask for help when needed, share knowledge openly
• Adaptability - Comfortable with changing priorities and ambiguity in fast-paced environment
• Hands-on approach - Roll up sleeves for direct support, not just strategic work

Desirable

• As our IT Support Engineer, you will be the frontline owner of our IT support experience, managing the daily support queue while providing local hub coverage for our [location] office
• This role combines hands-on user support with systems administration, process improvement, and automation—ensuring employees have seamless access to tools and support from onboarding through offboarding
• You'll work closely with senior IT engineers and cross-functional stakeholders to maintain high service standards, enforce SLAs, and contribute to strategic initiatives like our JSM migration, Gleanbot AI deployment, and device enforcement
• Own and manage the IT support queue in Jira Service Management, ensuring SLA compliance and high customer satisfaction scores
• Administer user accounts and access across Okta, Google Workspace, Slack, Zoom, and other corporate applications
• Execute employee onboarding and offboarding processes with attention to security, compliance, and user experience
• Provide local IT support for office employees including in-person troubleshooting, conference room setup, and hardware support
• Build workflow automations in JSM, Okta Workflows, and iPaaS tools to reduce manual work and improve efficiency
• Create and maintain IT documentation, SOPs, and knowledge base articles for self-service
• Travel periodically to other offices or company events to provide onsite support
• Partner with cross-functional teams (Security, Finance, Marketing/Events, People) to ensure exceptional employee IT experience
• Contribute to IT projects and strategic initiatives while maintaining day-to-day support excellence
• You will work cross-functionally with our Security, Finance, Marketing/Events, and People teams, as well as stakeholders across the company to ensure we are providing all employees with an exceptional experience from onboarding to offboarding, enabling them with the appropriate hardware and software to effectively do their job