IT Systems & Ops Engineer

Whatnot • Phoenix, AZ

2d

About The Position

Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops. As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact. We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business and bring people together through commerce. 💻 Role As our IT Support Engineer, you will be the frontline owner of our IT support experience, managing the daily support queue while providing local hub coverage for our [location] office. This role combines hands-on user support with systems administration, process improvement, and automation—ensuring employees have seamless access to tools and support from onboarding through offboarding. You'll work closely with senior IT engineers and cross-functional stakeholders to maintain high service standards, enforce SLAs, and contribute to strategic initiatives like our JSM migration, Gleanbot AI deployment, and device enforcement. People who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building. They care more about outcomes than credit and stay close to the product and the people using it. Join our growing IT team! You will work cross-functionally with our Security, Finance, Marketing/Events, and People teams, as well as stakeholders across the company to ensure we are providing all employees with an exceptional experience from onboarding to offboarding, enabling them with the appropriate hardware and software to effectively do their job. You should have strong internal customer support skills, excellent problem-solving abilities, and a knack for working cross-functionally in a fast-paced, multi-project environment. Our ideal candidate will bring hands-on technical experience with the tools listed below, as well as the curiosity and adaptability to learn new ones.

Requirements

• 3-5 years of experience in IT support or operations roles
• Hands-on Okta administration including user provisioning, SSO configuration, group management, and app assignments
• Google Workspace administration including user management, groups, Drive administration, and security settings
• Jira Service Management (or similar ticketing platforms like Zendesk, Freshservice, ServiceNow) with demonstrated SLA management
• Slack and Zoom administration for user management and configuration
• Strong understanding of onboarding & offboarding processes with ability to translate business needs into technical requirements
• Proven ability to meet and maintain SLAs in a support queue environment
• Experience building automations in workflow tools (Okta Workflows, Zapier, Make, or similar iPaaS platforms)
• macOS support expertise including troubleshooting, configuration, and user training
• Understanding of identity and access management concepts (SSO, SAML, SCIM, OAuth)
• Strong written and verbal communication skills for user-facing support across all levels including executives
• Detail-oriented with excellent organizational and documentation skills

Nice To Haves

• Familiarity with access management platforms like Lumos
• Experience with MDM systems (Kandji, Jamf, Intune) and device compliance
• Knowledge of security and privacy tools (Verkada, Nightfall, Proofpoint preferred)
• Understanding of networking basics including Wi-Fi troubleshooting, VPN, cloud-based SD-WAN (Cisco Meraki)
• Experience with Atlassian products (Jira, Confluence)
• Prior work in fast-growing tech companies or startups
• Experience supporting remote and distributed teams
• Ownership mindset - See tickets through to resolution, don't just pass them along
• User empathy - Genuinely enjoy helping people and making their day better
• Self-starter - Proactively identify issues, drive improvements, work independently
• Growth mindset - Excited to learn, improve processes, and grow with the team
• Team player - Collaborate effectively, ask for help when needed, share knowledge openly
• Adaptability - Comfortable with changing priorities and ambiguity in fast-paced environment
• Hands-on approach - Roll up sleeves for direct support, not just strategic work

Responsibilities

• Own and manage the IT support queue in Jira Service Management, ensuring SLA compliance and high customer satisfaction scores
• Administer user accounts and access across Okta, Google Workspace, Slack, Zoom, and other corporate applications
• Execute employee onboarding and offboarding processes with attention to security, compliance, and user experience
• Provide local IT support for office employees including in-person troubleshooting, conference room setup, and hardware support
• Build workflow automations in JSM, Okta Workflows, and iPaaS tools to reduce manual work and improve efficiency
• Create and maintain IT documentation, SOPs, and knowledge base articles for self-service
• Travel periodically to other offices or company events to provide onsite support
• Partner with cross-functional teams (Security, Finance, Marketing/Events, People) to ensure exceptional employee IT experience
• Contribute to IT projects and strategic initiatives while maintaining day-to-day support excellence

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed