IT Support Engineer

Masabi

1d•Remote

About The Position

At Masabi, we build the technology that powers some of the world’s largest transit systems, and that starts with making sure our own people have a seamless, secure, and reliable tech experience. As an IT Support Engineer, you’ll be the backbone of day-to-day IT operations across a remote first, global team. You’ll keep things running smoothly, solve problems before they escalate, and make it easy for people to do their best work wherever they are. This is a hands-on, high-impact role where you’ll balance responsiveness with continuous improvement. You won’t just fix issues, you’ll spot patterns, improve processes and help shape how IT support evolves at Masabi.

Requirements

Experience in an IT support or helpdesk role within a modern, SaaS-driven environment
Strong troubleshooting skills across Mac and Windows , and general exposure to SaaS tools and end-user devices
You actively explore and apply AI tools in your day-to-day work, using LLMs to troubleshoot, research, and automate and you naturally bring others along on that journey
Experience administering tools like Google Workspace (or similar identity platforms)
A proactive, service-oriented mindset, you care about the user experience, not just closing tickets
Exceptional verbal and written communication skills in English, with the ability to document processes meticulously
Happy to work independently in a remote, distributed team

Nice To Haves

Experience with Jira Service Management or similar ticketing tools
Familiarity with MDM tools (e.g. Intune or similar)
Exposure to security and compliance frameworks (e.g. SOC2, ISO27001)
Experience managing SaaS vendors and licensing
Basic scripting skills (e.g. Bash, PowerShell)

Responsibilities

Provide day-to-day IT support across the business, resolving issues across hardware, software, and access
Manage and prioritise incoming requests via Slack, Jira, and other channels, ensuring a smooth and responsive support experience
Act as an escalation point for more complex or unresolved technical issues
Set up and manage user accounts, access, and permissions across core systems (e.g. Google Workspace and SaaS tools)
Support onboarding and offboarding processes in partnership with People Operations, ensuring a seamless and secure experience
Administer and maintain core internal systems, including SaaS tools and identity management
Manage company devices and IT inventory, including provisioning, tracking, and lifecycle management
Work closely with Finance on software licensing, renewals, and cost tracking
Act as a key point of contact for IT suppliers (e.g. Atlassian, LastPass, JetBrains), managing relationships and resolving issues
Maintain and improve IT documentation, internal guides, and self-service resources
Partner with the Security team to support compliance activities and internal controls
Support a globally distributed team across multiple time zones, adapting to different needs and working styles