Senior Engineer - Enterprise Systems Support

Cross River•Fort Lee, NJ

23h•$70,000 - $90,000•Hybrid

About The Position

Cross River builds the infrastructure behind the world’s most innovative financial products. Our technology and capital solutions power payments, cards, lending, and digital asset capabilities that move money safely, instantly, and inclusively — trusted by leading fintechs, enterprises, and disruptors across the globe. Our mission is simple: to build the financial infrastructure that expands access and opportunity for all. Guided by a culture of collaboration, curiosity, and purpose, Cross River has been named one of American Banker’s Best Places to Work in Fintech year after year. Whether you’re designing code, solving regulatory puzzles, or developing strategy, you’ll join a team where innovation and integrity drive everything we do — and where your work helps shape the future of finance. The Senior Engineer, IT Support serves as a trusted technology partner for executive leadership, delivering white-glove support to C-suite executives, senior leaders, and their administrative teams. This role is responsible for ensuring a seamless technology experience across endpoint devices, collaboration platforms, mobile technologies, and executive meeting environments. This role will also have the opportunity to drive automation initiatives across the IT organization using emerging AI technologies and scripting, including Claude Code and agentic AI solutions. The ideal candidate possesses strong technical expertise across Windows 11, macOS, Microsoft 365, iOS, and Android platforms, coupled with exceptional customer service and communication skills. They proactively solve complex technical challenges, maintain a high degree of professionalism and discretion, and build trusted relationships with senior stakeholders. In addition to executive support responsibilities, this role participates in project-based work through sprint planning and backlog initiatives, contributing to endpoint management, automation, platform modernization, and continuous service improvements.

Requirements

5+ years of experience in enterprise IT support or desktop engineering
Experience providing executive, VIP, or white-glove support
Strong troubleshooting experience across Windows 11 and macOS platforms
Experience supporting Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Entra ID
Experience supporting iOS and Android mobile devices
Excellent verbal and written communication skills
Proven ability to handle sensitive and confidential information
Strong customer service mindset with the ability to build trust and credibility with executives
Experience working with ticketing systems such as ServiceNow

Nice To Haves

Experience with Microsoft Intune device management
Experience with Jamf Pro administration and macOS management
Familiarity with mobile device management (MDM) platforms
PowerShell, Bash, or automation scripting experience
Experience with Microsoft Teams Rooms and collaboration technologies
Knowledge of Microsoft Entra ID and Microsoft 365 administration
Experience supporting security, compliance, and audit initiatives
Agile, Scrum, or sprint-based project delivery experience
Experience working in regulated financial services or highly secure enterprise environments

Responsibilities

Provide white-glove technical support for C-suite executives, senior leadership, and Executive Assistants
Act as a single point of contact for executive technology issues and service requests
Deliver rapid diagnosis and resolution of hardware, software, mobile, conferencing, and collaboration issues
Support executive travel, remote work, home office setups, and business-critical events
Maintain confidentiality and discretion while handling sensitive executive information
Support and troubleshoot Windows 11, macOS, Microsoft 365 applications and services (Teams, OneDrive, SharePoint, Outlook), iOS and Android devices, and AV and conference room technologies
Manage device provisioning, upgrades, refreshes, and lifecycle activities
Assist with endpoint security, patching, and compliance standards
Deliver a high-quality customer experience through professionalism, empathy, and effective communication
Demonstrate active listening skills when interacting with customers and colleagues
Recognize verbal and non-verbal cues that indicate customer concerns, confusion, or understanding
Verify understanding through clarifying questions and confirmation techniques
Differentiate between positive and negative customer responses and adapt communication accordingly
Express empathy and maintain composure during challenging customer interactions
Participate in Agile sprint planning, backlog grooming, and project delivery activities
Balance operational support responsibilities with strategic project work
Contribute to endpoint management initiatives and technology modernization efforts
Create automation opportunities that reduce manual effort and improve user experience
Collaborate with infrastructure, security, and engineering teams on service improvements
Identify, design, and implement automation opportunities that eliminate repetitive manual tasks and improve service delivery efficiency
Leverage agentic AI platforms, including Claude Code, to accelerate troubleshooting, scripting, documentation, and operational workflows
Partner with Infrastructure, Security, and Application teams to modernize operational processes through automation and orchestration
Promote a culture of continuous improvement by identifying opportunities to replace manual processes with intelligent automation and AI-assisted workflows
Maintain accurate ticket updates and resolution documentation
Create and update knowledge base articles, standard operating procedures, and support documentation
Ensure work is performed in a manner that is auditable and aligned with organizational standards