Member of Enterprise Technology, IT Support

Anchorage Digital

1d

About The Position

At Anchorage Digital, we are building the world’s most advanced digital asset platform for institutions to participate in crypto.

Anchorage Digital is a crypto platform that enables institutions to participate in digital assets through custody, staking, trading, governance, settlement, and the industry's leading security infrastructure. Home to Anchorage Digital Bank N.A., the first federally chartered crypto bank in the U.S., Anchorage Digital also serves institutions through Anchorage Digital Singapore, Porto by Anchorage Digital, and other offerings.

The company is funded by leading institutions including Andreessen Horowitz, GIC, Goldman Sachs, KKR, and Visa, with its Series D valuation over $3 billion. Founded in 2017 in San Francisco, California, Anchorage Digital has offices in New York, New York; Porto, Portugal; Singapore; and Sioux Falls, South Dakota. Learn more at anchorage.com, on X @Anchorage, and on LinkedIn.

We're looking for a Member of Enterprise Technology, IT Support who doesn't just close tickets but actively makes our technology experience better. You'll be the first human point of contact for employees navigating our enterprise systems, solving problems quickly while identifying patterns that lead to lasting improvements. This isn't a role where you're stuck in a queue with no autonomy. You'll work directly with our Corporate Engineering team to automate repetitive work, build better documentation using AI tools, and contribute to projects that eliminate entire categories of support requests. If you have a bias for action and want to work somewhere that values making things better over just keeping the lights on, this role will give you the platform to do it.

Requirements

• 2+ years of experience in IT support, helpdesk, or technical operations with demonstrated ability to troubleshoot and resolve user issues independently
• Strong customer service orientation with excellent written and verbal communication skills for both technical and non-technical audiences
• Hands-on experience with enterprise tools such as Google Workspace, Slack, Jira, Kandji, or similar SaaS platforms
• Initiative to identify and implement process improvements, whether through documentation, lightweight automation, or workflow optimization
• Bias for action with ability to work independently, prioritize competing requests, and maintain composure during high-volume periods

Nice To Haves

• Experience with Jira, Linear, or other ticketing systems including basic workflow configuration
• Familiarity with AI tools (ChatGPT, Claude, etc.) for documentation creation or user support
• Basic scripting knowledge (Python, JavaScript, etc.) or experience with no-code automation platforms
• Knowledge of MDM platforms (Jamf, Kandji), hardware provisioning, or physical office IT setup
• Previous work in fintech, crypto, or highly regulated industries
• You were emotionally moved by the soundtrack to Hamilton, which chronicles the founding of a new financial system. :)

Responsibilities

• Drive resolution of support tickets across enterprise systems including Google Workspace, Slack, and internal tools, maintaining high user satisfaction and quick response times
• Build user-friendly and AI-friendly documentation and knowledge base articles, leveraging AI tools to improve clarity and accessibility of IT resources
• Lead troubleshooting efforts for escalated technical issues, working independently to diagnose root causes and implement solutions
• Manage light automation projects and system configuration tasks that improve operational efficiency and reduce manual work
• Collaborate with Engineers on automation initiatives, audit requests, and system improvements, providing frontline insights on user pain points
• Deliver audit evidence and system documentation to support CISO team compliance requirements
• Listen to user issues with empathy and patience, understanding both the technical problem and business impact to prioritize effectively
• Contribute process improvements and documentation enhancements that make IT support more efficient and user-friendly

What This Job Offers

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