IT Support Engineer L2

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

📋 Description

• Intake, triage, diagnosis, and resolution of tickets escalated to L1, encompassing corporate-tool administration, access provisioning, complex technical requests, integrations, and monitoring alerts.

• Operate within established SLAs and escalate issues that fall outside of scope or ownership boundaries.

• Facilitate onboarding and offboarding by managing account creation/deprovisioning, MDM enrollment, credential handoff, and baseline laptop setup.

• Address security alerts related to phishing, account compromise, lost or stolen devices, and malware through containment, remediation, and follow-up actions.

• Propel automation and integrations utilizing scripts, APIs, Zapier, n8n, or similar tools.

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

• Oversee the administration of Slack, Notion, Google Workspace, 1Password, and other corporate SaaS tools, including their configuration, access policies, audits, and license usage control.

• Manage the SaaS lifecycle, which includes maintaining the Notion registry, renewal reporting, tool evaluation and deployment, and decommissioning.

• Create and sustain incident playbooks related to identity issues such as phishing, account compromise, suspicious Google Workspace sign-ins, and credential/access rotation.

• Integrate AI effectively into daily operations and pinpoint opportunities for AI to enhance operational processes.

⛳️ Requirements

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

• Proficient troubleshooting abilities and end-to-end ownership of tickets.

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

• Strong expertise in Google Workspace administration, including roles, logs, and security settings.

• Knowledge of security protocols and incident management, particularly regarding phishing and account compromises.

• Comfortable with identity and access management tasks, including RBAC, audits, access reviews, SSO, SAML, and SCIM.

• Capable of writing and maintaining runbooks, checklists, and incident playbooks.

• Ability to mentor L1 support personnel.

• Experience with administering various corporate SaaS tools is highly advantageous.

• Automation experience with scripts, APIs, Zapier, n8n, or similar tools is highly beneficial.

• Familiarity with 1Password or comparable corporate password-management solutions is a strong plus.

• Experience with Jira Service Management or analogous tools is a strong plus.

• Understanding of vendor and license management processes is a significant advantage.

• Experience with MDM/endpoint management tools is a strong plus.

• Proficient in both Russian and English.

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

🏝️ Benefits

• Equity options.

• Private medical insurance for the employee and their family.

• 23 paid vacation days annually.

• 11 paid public holidays each year.

• 5 company-paid sick leave days.

• English language learning courses.

• Professional education relevant to the role.

• Gym or swimming pool access.

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

• Co-working opportunities.

• Remote work flexibility.

• A strong, collaborative product team that takes ownership of its creations.

• Clear product vision and access to genuine customer feedback from global nonprofit leaders.

• Flat organizational structure: minimal politics, just excellent work with great colleagues.

• Transparent company culture where growth, revenue sources, and future plans are openly shared.

• Long-term focus with a commitment to sustained, meaningful contributions.