IT Support Engineer, L2

This is a fully remote position, open to applicants in Poland.

📋 Description

• Intake, triage, diagnosis, resolution, and escalation of L1 tickets within established SLAs.

• Administer corporate tools, provision access, handle complex technical requests, manage integrations, and respond to monitoring alerts.

• Facilitate onboarding and offboarding processes through the creation and deprovisioning of SaaS accounts, MDM enrollment, credential transfer, and initial laptop setup.

• Address phishing attempts, account compromises, lost or stolen devices, malware incidents, and other security challenges through containment, remediation, and follow-up actions.

• Promote automation and integrations using scripts, APIs, Zapier/n8n, or similar tools.

• Guide L1 support personnel and uphold instructions, runbooks, automation documentation, and operational protocols.

• Manage Slack, Notion, Google Workspace, 1Password, and additional corporate SaaS applications.

• Oversee the SaaS lifecycle, registry management, renewal reporting, evaluation and deployment of new tools, and decommissioning processes.

• Create and sustain playbooks related to identity incidents.

• Effectively leverage AI in daily operations and identify opportunities to streamline workflows.

⛳️ Requirements

• Minimum of 5 years in IT support, including at least 3–5 years at the L2/Sysadmin level.

• Proficient troubleshooting abilities with complete ownership of the ticket resolution process.

• Practical experience in macOS administration and end-user troubleshooting.

• Strong skills in Google Workspace administration, covering roles, logs, and security configurations.

• Familiarity with security protocols and incident management, particularly concerning phishing and account breaches.

• Comfort in managing identity and access processes, including RBAC, audits, access reviews, SSO, SAML, and SCIM.

• Capability to draft and uphold runbooks, checklists, and incident response playbooks.

• Ability to mentor L1 support team members.

• Experience or keen interest in automation through scripts, APIs, Zapier, n8n, or equivalent tools.

• Experience managing various corporate SaaS tools.

• Knowledge of 1Password or comparable credential-management applications.

• Familiarity with Jira Service Management or similar platforms.

• Understanding of vendor and license management processes.

• Experience with MDM/endpoint management tools.

• Proficiency in both Russian and English.

• Availability to work from 14:00 to 23:00 CET.

🏝️ Benefits

• 31 days of paid time off.

• Fully covered telemedicine plan.

• Home Office Setup Assistance: the company provides support for purchasing furniture (office chair, desk, monitor) and other items to create an effective workspace.

• English language learning courses.

• Relevant professional development opportunities.

• Access to gym or swimming pool facilities.

• Co-working space available.

• Opportunities for remote work.

• Equity options for employees.

• Transparent company culture.

• Clear product vision with access to authentic customer feedback from global nonprofit leaders.

• Flat organizational structure.

• Strong, collaborative product team environment.