IT Support Engineer, L2
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Job Description
IT Support Engineer L2 managing escalations, access governance, and SaaS administration for Fundraise Up’s nonprofit fundraising platform. Automating IT operations, handling security incidents, and mentoring L1 support remotely from Argentina.
Responsibilities:
- Intake, triage, diagnosis, and resolution of L1-escalated tickets, including corporate-tool administration, access provisioning, complex technical requests, integrations, and monitoring alerts
- Work within agreed SLAs and escalate issues outside scope or ownership boundaries
- Create and deprovision accounts in corporate SaaS tools
- Support MDM enrollment, credential handoff, and baseline laptop setup during onboarding and offboarding
- Respond to phishing, account compromise, lost or stolen devices, malware, and other security incidents using documented playbooks
- Drive process improvement through scripts, APIs, Zapier/n8n, and integrations
- Mentor L1 support staff and maintain instructions, runbooks, automation documentation, and recurring operational procedures
- Administer collaboration and identity tools including Slack, Notion, Google Workspace, 1Password, and other SaaS tools
- Manage SaaS lifecycle, registry, renewal reporting, tool evaluation, rollout, and decommissioning
- Develop and maintain identity-related incident playbooks
- Use AI meaningfully in day-to-day work and identify opportunities to apply AI to operational problems
Requirements:
- Fluent in Russian and English
- 5 years in IT support, with at least 3–5 years at L2 / Sysadmin level
- Strong troubleshooting skills and end-to-end ticket ownership
- Hands-on experience with macOS administration and end-user troubleshooting
- Strong Google Workspace administration skills, including roles, logs, and security settings
- Understanding of security and incident handling, including phishing and account compromise
- Experience with identity and access work, including RBAC, audits, and access reviews
- Understanding of how SSO, SAML, and SCIM affect onboarding and offboarding
- Ability to write and maintain runbooks, checklists, and incident playbooks
- Ability to mentor L1 support staff
- Experience with multiple corporate SaaS tools, automation, 1Password, Jira Service Management, vendor/license management, or MDM/endpoint tooling is a strong plus
Benefits:
- Private health insurance including dental and vision
- National healthcare contributions
- Pension
- English learning courses (50% reimbursement, up to $1,000 annually)
- Gym or swimming pool (50% reimbursement, up to $500 annually)
- Co-working space reimbursement (up to $250 monthly)
- Fully remote working
- Generous home office stipend to support your remote workspace
- Annual professional development stipend to support your growth (e.g., workshops, courses, and seminars)
- Charitable giving program and paid volunteer time off with registered non-profits
- Equity options
- Collaborative product team
- Clear product vision and access to real customer feedback
- Flat structure
- Transparent company culture
- Long-term focus
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