IT Support Engineer

Clay Labs•New York, NY

1d•$130,000 - $160,000

About The Position

Clay is scaling fast and the IT function is new. The IT Support Team will be the first point of contact for requests, the team that keeps the queue moving, and a key partner to the Head of IT in building out how the helpdesk operates. The core of the support engineer role is service delivery: triaging incoming requests, resolving issues quickly, and making sure employees get reliable, responsive support. Alongside that, you'll work closely with the Head of IT to configure workflows and build process in our AI-powered ITSM platform, so the function gets more efficient as Clay grows. This is a good fit if you take pride in running a clean queue, communicate clearly with employees, and are genuinely interested in building better process, not just executing it.

Requirements

3 to 5 years in IT support, helpdesk, or a closely related role
Strong service delivery instincts; you prioritize well, keep queues clean, and close requests with clear communication
Hands-on experience with ITSM platforms; you understand how to configure and manage one, not just work inside it
Broad SaaS admin experience: Google Workspace, Slack, Zoom, Notion, and similar platforms; you've provisioned users, managed settings, and handled admin tasks across a modern SaaS stack
Familiarity with office technology: conference room AV setup and troubleshooting, Meraki or similar networking equipment, common peripherals
Experience supporting onboarding and offboarding workflows end to end
Technical fluency: comfortable in SaaS platforms, macOS, and basic identity and access management tasks (provisioning, deprovisioning, group management)
AI-forward mindset: you use AI tools to work faster, handle volume more intelligently, and improve the support experience
Process-oriented: you notice what's inefficient and want to fix it
Clear communicator: employees trust you and know their issues are being handled

Nice To Haves

Experience with Serval ITSM, either launching it or working within it day to day
Experience at a fast-scaling startup where IT processes were being built out
Familiarity with Okta or similar identity platforms at a user/admin level
Experience building workflows or automations in an ITSM or similar platform
Exposure to broader automation tooling

Responsibilities

Be the face of IT at Clay. Triage and resolve incoming requests across access, software provisioning, onboarding and offboarding, hardware support, and general helpdesk needs. Employees should feel like IT is fast, reliable, and easy to work with.
Own onboarding and offboarding execution. Provision and deprovision accounts, coordinate hardware, and make sure new hires are set up from day one and departing employees are fully off-boarded without gaps.
Help build the helpdesk function. Partner with the Head of IT to configure and improve our ITSM platform — define request categories, build intake workflows, and manage queues as the function takes shape and scales.
Keep the office running. Support conference room AV, networking equipment, peripherals, and general office tech so employees can do their best work without technology getting in the way.
Administer the SaaS stack. Manage day-to-day administration across Google Workspace, Slack, Zoom, Notion, and other core tools — provisioning users, managing settings, and keeping things clean.
Handle hardware logistics. Coordinate device provisioning, shipping, receiving, and basic asset tracking so employees have what they need when they need it.
Build process, not just runbooks. Document what you own, identify patterns in incoming requests, and flag opportunities to improve or automate recurring work. The goal is a helpdesk that gets smarter over time.