You remember the first time you wired two systems together and suddenly… It worked.
Maybe it was a webhook firing correctly, a Slack integration you debugged into existence, or that first moment when a chaotic ticketing workflow finally made sense because you redesigned it.

That spark — “I just made this whole thing click” — is probably still what keeps you in technical customer-facing work. If architecting simple, elegant solutions out of messy environments gives you the same joy today that it did years ago, we’ve got a role you’re going to love.

At Fixify, we’re reimagining the IT help desk — the constant context switching, the crowded queues, the operational pressure that never really stops. We believe the teams doing this work deserve tools that make their jobs smoother, faster, and more human. And the Solution Architect is the person who brings that possibility to life for customers for the very first time.

As a Solution Architect, you’re the bridge between “I think Fixify could help” and “Wow, this is already changing how we work.” You’ll design architectures that reflect real-world workflows, build demos that feel like the customer’s environment (not a generic sandbox), and guide teams through the integration decisions that unlock actual value.

You’ll sit at the intersection of Sales, Customer Success, Engineering, and Operations — translating, simplifying, clarifying, and stitching together the details that make a big impact. If navigating complexity with a calm brain and a whiteboard marker feels like your natural state, this is your team.

We believe that great technical delivery isn’t about complexity — it’s about clarity. And we think there’s a place at the center of that for you.

What we can do for you

• Surround you with teams who genuinely care — about our customers, our craft, and each other.
• Give you ownership of the environments, integrations, and workflows that shape the customer experience from Day 1.
• Offer a front-row seat to how AI is transforming IT operations — and let you influence how customers adopt it.
• Provide real variety: pre-sales design, architecture sessions, debugging a permissions issue, improving playbooks.
• Support your growth as we build out scalable implementation and professional services practices.

What you can do for us

• Lead discovery sessions that turn ambiguous workflows into crisp technical requirements.
• Build demos, POCs, and simulations that help customers see Fixify working for them.
• Design integration architectures across ticketing systems, Slack, IAM, and related tools.
• Configure, test, and validate integrations so customers onboard with confidence.
• Translate complex concepts into simple explanations for AEs, CSMs, engineers, and customer administrators.
• Handle technical escalations with clarity, ownership, and a path-forward mindset.
• Help shape repeatable implementation processes and early professional services patterns.

What you should bring with you

• 3–5 years in a customer-facing technical role (Solutions Engineer, Implementation Consultant, Systems Architect, etc.).
• Experience with IT or SaaS tooling — ticketing systems, collaboration tools, or integration workflows.
• Comfort working hands-on with APIs, permissions, configuration, and debugging.
• A communication style that makes technical decisions feel simple and approachable.
• A mindset built around clarity, structure, and helping people move forward.

Full-Time | Remote (United States)

You're the person who solves a problem by hand first. Pulling apart configs, reading logs, sitting in a customer's environment until you understand how things actually work. And then you figure out how to technologize it so nobody has to solve that problem by hand again. You've been called a unicorn, but your favorite animal is actually the honey badger: relentless, resourceful, and completely unbothered by ambiguity. You take as much pride in a well-written playbook or a clean slide deck as you do in elegant code, because you've learned that the right artifact at the right moment can be more powerful than any feature.

At Fixify, we're building an AI-native IT help desk where automation and human expertise work side by side. The hardest part isn't the AI. It's the last mile, and in enterprises, the last mile is the longest. Enterprise knowledge decays the minute it's written down. Every team has 15-step processes that nobody can fully articulate, yet everyone can tell you the instant something's wrong. Tribal knowledge lives in people's heads, not in runbooks, and the gap between how things actually work and how they're documented is where automation goes to die. This role exists to close that gap: get inside a customer's world, understand what's really happening, and make sure our platform knows it too. You'll report directly to the CTO and work within Engineering, but your day will look nothing like a typical engineer's.

This is our first Forward Deployed Engineer hire. If every company in Silicon Valley is hiring FDEs, here's what makes ours different: you're not here to do professional services with a fancy title. You're here to make customers wildly successful while building the muscle and tooling that makes the next customer successful faster. You'll be equal parts engineer, consultant, and investigator. You don't just configure what customers ask for. You come to them with a point of view about how their IT operations should change to get more from automation, informed by their data and your experience across other environments. If you get a rush from telling a customer something true about their own processes that they hadn't seen yet, keep reading.

What we can do for you

• Make you the first person in a role that will define how Fixify works with its most important customers, with a direct line to the CTO and a mandate to shape how we do it.
• Put you at the intersection of AI, customer operations, and product, where your work directly influences what gets built and how customers experience Fixify.
• Give you the autonomy to move between knowledge configuration, tooling development, customer education, and process design based on where the highest leverage is on any given day.
• Surround you with engineers, data scientists, and operators who are building something genuinely new: an AI-native service that blends automation with human empathy in ways most companies only talk about.
• Let you see the impact of your work immediately. When you improve a playbook, tune an automation, or restructure how we capture knowledge, you'll see it in resolution times, customer confidence, and the volume of problems that never need a human again.

What you can do for us

• Own the last mile of customer success: ensuring each customer's knowledge, configurations, and processes are set up so that automation works at the right time, on the right things, with the right context.
• Dig into customer environments to extract the tacit, tribal knowledge that lives in people's heads (the stuff that's not in any runbook) and structure it into playbooks and knowledge configurations our AI can act on.
• Evaluate and tune automation performance: figure out what's firing correctly, what's missing, what's producing poor outcomes. When something isn't working, you own it. You don't escalate to engineering and wait. You treat it as an opportunity to improve the system yourself.
• Come to customers with a point of view about their own operations, informed by their data and your experience across other environments. Help them see where their IT processes need to change to get more from automation, not just replicate existing workflows inside our platform.
• Recognize patterns across customers. What you learn in one environment should make the next one faster. Turn repeatable insights into repeatable approaches.
• Close the feedback loop between the field and the product. When you see confusion, friction, or a gap, you don't just work around it. You surface it, document it, and push for it to be fixed at the source.
• Partner with Engineering, Product, Data Science, and Customer Success to translate what you're learning in the field into prioritized improvements that make every future deployment faster.

What you should bring with you

• Experience solving complex, ambiguous problems in customer-facing technical roles. Solutions engineering, technical consulting, implementation engineering, or similar work where you had to learn fast and deliver under pressure.
• Comfort writing code (Python, TypeScript, or similar) and working with APIs. You can build a script, automate a workflow, or push a fix when the situation calls for it. But your first instinct is to reach for knowledge and education before reaching for a code change.
• Working knowledge of IT operations. You understand ticketing systems, identity providers, endpoint management, and the kind of enterprise infrastructure that IT teams live in every day.
• Familiarity with AI/ML concepts and a genuine curiosity about how large language models, automation, and knowledge systems can transform service delivery.
• The investigative instinct to pull apart a customer's Okta configs, dig through their logs, trace their ticket history, and piece together why automation isn't doing what it should. Not just what the dashboard says, but what's actually happening underneath.
• A practice of producing artifacts that other people can actually use. Documentation, playbooks, operational recommendations. You know that scaling knowledge is as important as having it.
• Clear communication skills that work across audiences. You can explain a technical architecture to an engineer and explain why a process change matters to a VP of IT, in the same afternoon.
• A genuine belief that every support question is a signal, every moment of customer confusion is a product failure, and every workaround is a feature waiting to be built.
• Comfort operating in a fast-moving startup where your role will evolve as we learn. You're energized by ambiguity, not paralyzed by it.

You remember the prospect who wasn't in the market. Cold outreach, voicemail, no response. You tried again three weeks later with a different angle — something specific, not templated — and they actually called back. Not because you wore them down. Because you'd done the work to understand what was keeping them up at night, and you said it better than they could.

You care about the pipeline that converts, not just the pipeline that fills a dashboard. You've debugged your own sequences, rewritten subject lines that weren't landing, and figured out which personas actually pick up the phone. You know the difference between a prospect who's curious and one who's genuinely in pain — and you know how to tell the difference quickly.

Fixify is a Series A company building AI-native IT automation. We have customers, a clear ICP, and an AE team that's ready to close deals — what we need is someone to fill the top of the funnel with the right conversations. This is not just a dialer role, you need to bring creativity. You'll be doing real outbound — phone, email, LinkedIn — to the right people, with messaging that actually earns their time.

You'll work closely with AEs to understand what makes an opportunity worth pursuing, and you'll build the relationships and habits that make pipeline predictable. You'll also be the first to know when something's not working — and you'll say so. Your feedback will shape messaging and campaigns, not collect dust.

If you're energized by the challenge of getting in the door with someone who wasn't expecting you, and you want to do it at a company where your work shows up in real revenue, we should talk.

What we can do for you

• Give you a clear ICP, strong tooling, and AE partners who'll actually invest in your development and close what you build
• Let your feedback directly shape outbound messaging and campaign strategy — not disappear into a Slack channel
• Put your work in front of leadership that measures quality, not just volume
• Give you visibility into the full sales cycle so you understand what happens after the handoff and grow faster for it
• Offer a genuine path forward as Fixify scales

What you can do for us

• Generate qualified pipeline through outbound outreach to target accounts — phone, email, LinkedIn, and any other channels you want to test!
• Qualify prospects accurately against our ICP and ensure AEs have the context they need to run great discovery
• Prepare and execute warm handoffs that give AEs a real head start
• Maintain clean, reliable CRM records so nothing falls through the cracks
• Bring back structured signal from the market — what's landing, what's not, and where the messaging needs to change
• Partner with AEs on account prioritization and targeting

What you should bring with you

• 1+ years of experience in outbound sales or SDR work in a B2B SaaS environment — you've done this before and have learned from it
• Working knowledge of CRM tools like Salesforce or HubSpot, and sales engagement platforms like Outreach or Salesloft
• Comfort selling into mid-market and enterprise organizations (200+ employees)
• Strong written and verbal communication — you can tailor your message to different personas without sounding like you read a script
• High self-discipline and the organizational habits to manage volume without losing quality
• Resilience — you treat rejection as information, not a verdict
• Genuine curiosity about the product, the market, and why customers do or don't buy

You don't just design interfaces, you solve problems people didn't know could be solved. You ask why before you ask how, and you push past surface requirements to find what's really going on. You care deeply about the craft, sweat the details, and know that the difference between good and great often lives in the small things. What really drives you is the moment a workflow clicks into place and someone's day gets meaningfully better.

You care about experiences that actually work in practice, not just in mocks. You enjoy untangling messy, ambiguous problems. And you know that understanding how people do their jobs helps create workflows that feel obvious once they exist. If learning directly from users and making complex systems feel clear and usable is what keeps you sharp, this role is for you.

At Fixify, we’re building an AI-native IT automation platform, and user experience is center stage when it comes to the value our customers experience. And as a Senior UX Designer, you’ll shape that experience for analysts and customers, designing intuitive, scalable workflows for data-dense, operationally complex environments. Your work will directly influence how people move through the platform, make decisions, and get work done.

This is a senior role with real ownership. You’ll work with a team of people who care — about our customers, about our craft, and about each other. That includes working at the intersection of Product, Engineering, and Operations from early discovery through delivery, translating complex requirements into clear, usable designs. And because we’re still early, you’ll see your designs used, challenged, and improved in real time.

We believe the combination of thoughtful design, strong collaboration, and genuine care can create standout moments for our customers. If you’re motivated by designing systems people rely on every day, and you want both responsibility and room to shape how things are done, you’ll feel at home here.

What we can do for you

• Offer a collaborative and supportive environment where your ideas and craft are valued.
• Provide opportunities to grow your design practice, research skills, and product impact.
• Give you a chance to shape the experience of a fast-growing product that supports real analyst workflows.
• Offer a front-row seat to how AI is transforming enterprise software and let you influence how users experience it.
• Surround you with a culture that values user experience and prioritizes thoughtful UX work.
• Give you the opportunity to help evolve our design patterns and systems as the product scales.

What you can do for us

• Own UX design for your Fixify product areas, from problem definition through delivery.
• Design end-to-end workflows and high-fidelity interfaces that solve user problems.
• Translate complex, ambiguous problem spaces into clear interaction and interface designs.
• Partner closely with Product Management during discovery and refinement to shape solutions grounded in real user needs.
• Collaborate with Engineering to ensure designs are feasible, well-specified, and implemented as intended.
• Use qualitative feedback and product signals to inform and iterate on solutions.
• Apply and contribute to shared design patterns and standards to support consistency across the product.
• Champion our values of curiosity, adaptability, and teamwork.

What you should bring with you

• 5+ years of experience in product or UX design, with a portfolio that demonstrates strong interaction and visual design skills.
• 2-3 years of experience designing B2B products, especially workflow-driven or data-dense applications.
• Demonstrated experience conducting and applying user research to guide design decisions.
• Expert-level proficiency in Figma for interface design and prototyping.
• A strong foundation in UX principles and accessibility-minded, user-centered design practices.
• Working knowledge of front-end and technical constraints to ensure designs are realistic and implementable.
• The ability to clearly explain design decisions and collaborate effectively with product, engineering, and operations partners.
• Comfort working in ambiguous problem spaces and a fast-changing startup environment.
• A genuine curiosity about how people work and a drive to make their workflows clearer, faster, and easier.

You remember the first time you realized that building great software isn’t just about writing elegant code — it’s about building a team that ships it consistently. The moment when a project landed cleanly because the right context was set, the architecture was sound, and the team moved in concert. You didn’t just deliver features — you delivered clarity.

At Fixify, we’re building AI-native IT automation that is redefining how IT works., and we need a Software Engineering Manager who thrives in that player-coach space. Someone who can guide a small, high-impact team while staying close enough to the code to shape architecture, unblock engineers, and raise the bar.

This isn’t a “managing from a distance” role. You’ll be mentoring engineers, breaking down complex problems, and contributing to production systems that directly power our growth. You’ll partner closely with Product and Design, translating ambition into maintainable, reliable software that scales with us.

Your primary customers are your engineering team — who rely on you for context, technical judgment, and support — and our product partners, who count on you to deliver predictable, high-quality outcomes. As Fixify grows, you’ll play a key role in shaping how engineering works: our standards, our rituals, and the way we hold ourselves accountable.

This position is remote-friendly, and you’ll collaborate closely with teammates across Engineering, Product, and Design.

If you care about building strong teams, shipping production systems, and creating engineering environments where people do their best work, we should talk.

What we can do for you:

• Give you ownership of a small, high-impact team with meaningful contribution to our product direction.
• Keep you close to the code while growing your leadership scope.
• Provide a collaborative environment where engineering, product, and design operate as true partners.
• Give you room to influence engineering standards, culture, and hiring as we scale.
• Offer real visibility into how your team’s work drives business outcomes.

What you can do for us:

• Lead and develop a team of software engineers through clear context, mentorship, and structured feedback.
• Stay hands-on in architecture and delivery, contributing to design decisions and production code.
• Partner with Product and Design to translate priorities into well-scoped, executable plans.
• Break down complex initiatives into milestones that support predictable, high-quality delivery.
• Maintain strong engineering standards across code quality, testing, documentation, and operational reliability.
• Identify and address technical risks and process gaps before they impact delivery.
• Help hire and grow the team thoughtfully as Fixify scales.

What you should bring with you:

• Experience shipping and maintaining production systems in a modern tech environment.
• Strong skills in system design, software architecture, and code review.
• Familiarity with cloud platforms such as AWS, GCP, or Azure.
• Experience with CI/CD pipelines, automated testing, and observability practices.
• A proven track record of mentoring and developing engineers.
• Clear, structured communication across both technical and non-technical partners.
• Comfort operating in fast-moving environments with high ownership.
• A thoughtful approach to feedback, performance management, and team culture.
• A deep commitment to building reliable, maintainable, well-crafted software.

You know what a good shift handover feels like — and you know what a bad one costs. You've been the analyst waiting for context that never arrived, and the senior person who stayed late making sure it did. You've learned to read a queue at a glance, spot the issue that's about to escalate before it does, and keep a team steady when three things are on fire at once.

At Fixify, we're building an AI-native IT automation platform that combines technology with a human touch. IT support isn't peripheral to what we do — it's central to it. The quality of the support we deliver depends directly on the quality of how shifts are run. As Shift Lead, you'll own that. You'll keep the operational environment stable, make sure analysts have what they need to do their best work, and ensure every customer issue gets the attention it deserves.

This isn't a step back from the work. You'll stay close to live incidents, active escalations, and the daily reality of a support queue. But you'll also be the person who makes the whole shift run — the one who notices patterns before they become problems, closes the loop on handovers, and holds the standard when things get busy.

Please note the work hours of this role are currently 4pm - 12am 

What we can do for you

• Give you real operational ownership — the shift is yours, and the outcomes are yours.
• Put you at the intersection of customer experience, analyst performance, and service quality, where your decisions show up fast.
• Surround you with teammates and leadership who take service standards seriously and support the people who hold them.
• Give you visibility into how IT operations works at a fast-moving AI company — and room to improve it.

What you can do for us

• Run the shift — own coverage, workload distribution, and service quality from start to handover.
• Act as the first escalation point for complex or high-impact incidents, and make sure analysts have the support they need to resolve them.
• Ensure every handover is complete and accurate, so the next shift can pick up without losing a beat.
• Monitor shift-level performance and communicate issues, trends, and risks to IT Operations management.
• Keep the operational environment stable — identify blockers, manage risk, and escalate personnel or performance concerns when needed.

What you should bring with you

• 4+ years of experience in IT support or IT operations, with demonstrated experience acting as a senior analyst, escalation point, or shift-level lead.
• Working knowledge of IT support operations and incident management processes.
• Confidence interpreting and acting on operational metrics, including SLAs, SLOs, and queue performance.
• Working knowledge of help desk and ticketing systems, including tools like Jira, ServiceNow, Zendesk, or Freshdesk.
• Strong ownership instincts — you don't wait to be asked to fix something that's broken.
• Clear, structured communication, especially under pressure: escalations, handover notes, and incident updates that people can actually use.
• The ability to stay calm and decisive in time-sensitive situations — and to bring the people around you along with you.
• Comfort in ambiguous, fast-changing environments where the situation changes faster than the playbook.

You know the difference between running a sales cycle and building a market.

You’ve probably got a story you come back to — the one where a casual conversation turned into a six-figure deal and a string of referrals. Not because you got lucky, but because you know how to navigate complex buying groups, build trust quickly, and shape a deal where everyone wins. You know how to get something over the line when it matters.

But more importantly, you know how to open doors that weren’t there before, how to turn a cold territory into a strong pipeline, and create lasting relationships that turn into long-term revenue.

You’re comfortable being the first. The one who figures out how the story lands, what resonates with a CIO versus an IT analyst, and where the friction shows up in a deal. You don’t just run plays or regurgitate talking points, you help write them.

At Fixify, we’re changing how enterprises run IT operations. Our AI-native platform helps companies handle the messy, human side of support at scale — the part that resists quick fixes. That means we’re not just selling software. We’re helping customers rethink how their IT function works.

As a Strategic Enterprise Account Executive, you’ll own new business across your region. You’ll build relationships with senior stakeholders, create and close complex opportunities, and help establish Fixify’s presence in the market. You’ll work closely with marketing, product, and customer success to win deals, shape how we sell, and recommend what we should build next.

This is a role for someone who wants both sides of the job: closing meaningful deals and helping define how a category gets sold.

What we can do for you

• $250,000 – $300,000 OTE
• Offer you equity so you can be an owner in the company’s growth
• Give you a large territory with realistic, achievable quotas
• Provide a flexible, remote-first culture with opportunities to connect in person
• Put you in direct collaboration with product, operations, and GTM leadership.
• Give you room to build, experiment, and refine the sales messaging and motion as the business grows
• Surround you with teammates who care about outcomes, clarity, and doing things the right way

What you can do for us

• Own the full sales cycle from pipeline generation through solutioning, negotiation, and closing net-new enterprise logos
• Build and manage executive-level relationships with CIOs, and other senior stakeholders, acting as a trusted advisor throughout the buying process
• Strategically target and develop enterprise accounts in partnership with SDRs, marketing, and channel partners to generate qualified opportunities
• Deliver compelling, tailored presentations and product demonstrations that connect Fixify’s capabilities to real business outcomes
• Collaborate cross-functionally with solutions engineering, customer success, and product to ensure smooth deal execution and long-term success
• Consistently meet or exceed revenue targets by driving high-quality new business
• Maintain accurate pipeline management and forecasting discipline in HubSpot

What you should bring with you

• 10+ years of SaaS sales experience, including a track record of exceeding quota
• Proven success closing complex, six-figure (and above) enterprise deals
• Strong understanding of enterprise buying cycles and multi-stakeholder sales processes
• Excellent executive communication, negotiation, and presentation skills
• A self-starter mindset — able to build pipeline and execute independently in a fast-paced environment
• Experience selling to IT, operations, or digital transformation leaders
• Prior experience in startups or high-growth environments is preferred

Work Location

Remote, within the Bay Area, with travel as needed to meet customers and prospects.

You get energy when you see someone on your team crack a problem they couldn’t have solved six months ago because you helped them get there. You care about technical rigor, but you care even more about outcomes. You know that a well-scoped project with clear success criteria will beat a brilliant but ambiguous one every time. And you’re not afraid to roll up your sleeves and lead the hard modeling work yourself when the situation calls for it.

At Fixify, we’re building an AI-native IT automation platform where data science sits at the center of the product, not bolted on. Our models run in production. Our experiments drive real decisions. And the team’s work directly shapes how customers experience Fixify. As a Data Science Manager, you’ll own both the development of the team and the quality of its output — ensuring research translates into reliable, production-ready systems that Product, Engineering, and Customer Success depend on.

This is a player-coach role. You’ll lead and grow a team of data scientists while staying close to complex research, modeling and experimental design. You’ll set the standards for how work gets done — from experimentation practices to model handoff — and you’ll be the person who unblocks the team when things stall. If you want to build a team that ships with confidence and grows while doing it, this is the role.

What we can do for you

• Give you a team of data scientists to grow and a mandate to set the standard for how data science gets done at Fixify.
• Put you at the intersection of Product, Engineering, and Customer Success, where your team’s work directly shapes the product.
• Let you stay hands-on technically — this is not a step-away-from-the-work role. You’ll lead complex research alongside your team.
• Surround you with peers and leaders who value rigor, clarity, and shipping work that drives measurable impact.
• Give you the autonomy to design and refine processes and practices as Fixify scales.

What you can do for us

• Lead, mentor, and manage a team of data scientists — setting expectations, giving feedback, and building people up.
• Own execution quality for data science delivery, ensuring research translates into production-ready, well-documented systems.
• Partner with Product to define research priorities and with Engineering to ensure models integrate cleanly into production.
• Step into complex modeling and research efforts yourself when senior technical judgment and experience are required.
• Build and improve the team’s processes — including experimentation standards, methodology reviews, documentation practices, and model handoff workflows.

What you should bring with you

• Experience leading and developing data scientists, including coaching, performance feedback, and career progression.
• Expert-level knowledge of statistical modeling, machine learning, and GenAI techniques.
• Strong proficiency in Python and SQL, with deep fluency in libraries like Pandas, NumPy, and scikit-learn.
• Experience shipping models to production and a clear understanding of what it takes to make research work reliably at scale.
• A track record of designing evaluation frameworks, monitoring systems, and logging strategies for production models.
• The ability to scope ambiguous problems, prioritize effectively, and keep a team aligned in a fast-moving environment.
• Clear communication skills — you can translate between data science, product, and engineering without losing the thread.
• Experience working cross-functionally with Product, Engineering, and business stakeholders.
• Comfort operating with ambiguity and shifting priorities; you lead through it rather than waiting for it to resolve.
• A genuine belief that quality, reproducibility, and rigor aren’t nice-to-haves — they’re how you build trust in data science.

You get a quiet satisfaction from closing a ticket cleanly. Not just resolving the issue — but leaving the person on the other end feeling like they were heard, helped, and didn't have to explain themselves twice. You've worked a queue before. You know what it means to triage well, communicate clearly under pressure, and stay patient when the person you're talking to isn't.

At Fixify, we're building an AI-native IT automation platform that combines technology with a human touch. The "human touch" part isn't a tagline — it's the job. Our Help Desk Analysts are the people who make that real for our customers every day. You'll work directly with end users, collaborate with customer IT teams, and partner with Engineering to improve the workflows that reduce toil for everyone. The work you do shows up immediately, in real customer experiences, across companies that depend on us to keep things running.

This is a hands-on role. You'll be in the queue, on the tools, and in the conversation — covering shifts across a 24/7/365 support operation. If you want to do real support work at a company where support actually matters, this is it.

What we can do for you

• Put you at the center of a product where IT support isn't a cost center — it's the whole point.
• Give you direct exposure to automation and AI workflows that are actively changing how IT support gets done.
• Surround you with analysts, engineers, and customer IT teams who take quality seriously and share what they know.
• Give you space to build expertise across a broad technical stack in a fast-moving environment.

What you can do for us

• Deliver prompt, high-quality technical support to end users — diagnosing and resolving issues across productivity tools, operating systems, and identity and access management.
• Communicate clearly and professionally with customers through every interaction, including the complicated ones.
• Collaborate with Engineering to develop and improve IT automation workflows that reduce manual work over time.
• Participate in shift rotations as part of a 24/7/365 support operation.

What you should bring with you

• 2+ years of experience in an IT support role.
• Working knowledge of productivity tools, including Google Workspace, Microsoft 365, and Slack — and the ability to troubleshoot and explain them to others.
• Working knowledge of Windows and macOS for diagnosing and resolving common issues.
• Working knowledge of help desk and ticketing systems, including tools like Jira, ServiceNow, and Freshdesk.
• Working knowledge of identity and access management practices and tools.
• Working knowledge of TCP/IP and common network protocols, with the ability to address typical network issues.
• Familiarity with Mobile Device Management platforms — experience with JAMF is a plus.
• Clear written and verbal communication skills; you can explain technical issues to non-technical people without making them feel small.
• Strong instincts for prioritisation and decision-making when multiple things need attention at once.
• A collaborative working style — you're effective across teams, time zones, and org boundaries.