IT Support Engineer

Masabi

17d•Remote

About The Position

Masabi is hiring an IT Support Engineer to support day-to-day IT needs for its global, remote-first team. The role involves resolving technical issues, managing access and devices, and helping keep company systems secure and reliable. The engineer will identify recurring issues and improve processes to prevent them from happening again. The role also includes exploring AI tools and automation to streamline IT support and help colleagues use these tools effectively. This position is fully remote and available only to candidates based in Colombia.

Requirements

Experience in IT support or a helpdesk role, ideally in a modern, SaaS-driven environment.
Comfort troubleshooting Mac and Windows devices, with good exposure to SaaS tools and end-user devices.
Curiosity about AI; LLMs are already used for troubleshooting, research, or automation, and the candidate is comfortable sharing useful approaches with others.
Hands-on experience administering Google Workspace or a similar identity platform.
Care about the people being supported and their experience, beyond simply closing tickets.
Clear written and spoken English and a habit of documenting how things work.
Comfort working remotely in a distributed team and knowing when to ask for input.
Curiosity, willingness to learn, and motivation to take ownership of work.

Nice To Haves

Experience with Jira Service Management or similar ticketing tools.
Familiarity with MDM tools such as Intune.
Exposure to security and compliance frameworks such as SOC 2 or ISO 27001.
Experience managing SaaS vendors and licensing.
Basic scripting or automation experience, such as Bash, PowerShell, or AI-assisted automation.

Responsibilities

Provide first-line IT support across the company, resolving hardware, software, and access issues through Slack, Jira, and other channels for a team across time zones.
Handle complex or unresolved technical issues and investigate recurring problems to address their root causes.
Set up and manage accounts, access, and permissions across Google Workspace, identity management, and SaaS tools.
Work with People Operations to support secure and smooth onboarding and offboarding.
Manage company devices and IT inventory from provisioning through retirement.
Manage IT suppliers and coordinate with Finance on licenses, renewals, and costs.
Use AI and automation to streamline support, and maintain documentation, guides, and self-service resources.
Partner with the Security team on compliance activities and internal controls.