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IT Support Engineer L2

4 weeks, 1 day ago
Brazil
Full-time
Senior
Security Analyst
Cybersecurity
macOS Notion SAML
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Fundraise Up

Fundraise Up

Fundraise Up specializes in enhancing online donation processes through AI-driven conversion optimization and integrated payment solutions, enabling organizations to maximize their fundraising potential and improve donor engagement.

Capital Markets
51-250
Founded 2017
View All Jobs 82

Description

  • Handle L1 escalations by triaging, diagnosing, resolving, and escalating tickets within agreed SLAs.
  • Support onboarding and offboarding by creating and deprovisioning accounts, enrolling devices in MDM where applicable, and handling credential handoff and laptop setup.
  • Respond to security incidents such as phishing, account compromise, lost or stolen devices, and malware using documented playbooks.
  • Drive automation and integration improvements using scripts, APIs, Zapier, n8n, or equivalent tools to reduce manual work.
  • Mentor L1 support staff by providing feedback, coaching, and guidance on recurring issues.
  • Maintain and improve support documentation, including runbooks, checklists, and incident playbooks.
  • Own administration of core SaaS and identity tools such as Slack, Notion, Google Workspace, and 1Password, including configuration, access policies, audits, and license control.
  • Manage SaaS lifecycle processes, including maintaining the SaaS registry, supporting vendor renewal reporting, evaluating new tools, and decommissioning outdated ones.
  • Develop and maintain identity-related incident playbooks for phishing, suspicious sign-ins, and credential or access rotation.
  • Use AI actively in day-to-day work and identify opportunities to apply it to support and operational processes.

Requirements

  • 5 years of experience in IT support, including 3–5 years at the L2 or Sysadmin level.
  • Strong troubleshooting skills with end-to-end ticket ownership from intake through resolution and escalation.
  • Hands-on experience with macOS administration and end-user troubleshooting.
  • Strong Google Workspace administration skills, including roles, logs, and security settings.
  • Understanding of security incident handling, especially phishing and account compromise scenarios.
  • Comfort with identity and access management work, including RBAC, audits, access reviews, and SSO / SAML / SCIM impacts on onboarding and offboarding.
  • Ability to write, maintain, and improve documentation such as runbooks, checklists, and incident playbooks.
  • Ability to mentor L1 support staff and provide ongoing coaching.
  • Fluent in Russian and English.
  • Experience with automation tools such as scripts, APIs, Zapier, or n8n is a strong plus.
  • Admin experience across multiple corporate SaaS tools such as Slack, Notion, project management, or ticketing systems is a strong plus.
  • Experience with 1Password or similar tools in a corporate environment is a strong plus.
  • Experience with Jira Service Management or similar tools is a strong plus.
  • Familiarity with vendor and license management processes is a strong plus.
  • Experience with MDM or endpoint tooling is a strong plus.

Benefits

  • Base salary of 2,000–2,500 USD per month.
  • Stock options.
  • 31 days off.
  • 100% paid telemedicine plan.
  • Home office setup assistance for furniture and equipment.
  • English learning courses.
  • Relevant professional education support.
  • Gym or swimming pool access.
  • Co-working support.
  • Remote working option.

Interested in this position?

Apply directly on the company website

Apply Now

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