IT Support Engineer, Application Administrator

Responsibilities

SaaS Administration

• Perform administrator actions in configured applications, including role grants, supported settings changes, and admin-level user troubleshooting across applications such as Gong, 1Password, MongoDB, and Vanta.
• Own intake and execution for tickets escalated from the Support queue into the SaaS administration lane.
• Create and maintain runbooks, how-to guides, and knowledge base articles.
• Identify repetitive work and automate license workflows, seat reporting, audit evidence collection, and other recurring tasks.
• Build automations using scripts, application-native workflows, and AI tools; partner with IT Engineering when platform-level access is required.
• Monitor application-level health, usage, and performance, routing platform or infrastructure issues to IT Engineering.
• Coordinate vendor-driven application updates and feature rollouts, including release-note tracking, scheduling changes, and communicating user impacts.
• Assign and reclaim licenses across the application portfolio.
• Produce seat-utilization reports and conduct monthly utilization reviews.

Renewals and Vendor Operations

• Own the renewal calendar and prepare true-ups.
• Serve as the day-to-day contact for vendor customer success managers.

Audit and Compliance Operations

• Pull SOC 2 evidence.
• Support access-review execution.
• Package audit responses according to the audit calendar.

Google Workspace

• Administer Google Calendar resources, including rooms and equipment.
• Administer Google Groups, including membership and access changes, troubleshooting, and maintenance of nested group structures.

Slack

• Support Slack app installations in partnership with Corporate Security for scope review.
• Manage workspace compartmentalization through Slack Grid.
• Audit and rotate Slack app credentials in partnership with developers.

Requirements

• Hands-on experience administering a portfolio of SaaS applications at the administrator level, ideally in a fast-paced or high-growth environment.
• Experience owning license and seat management, including assignment, reclamation, and utilization reporting.
• Experience supporting renewals or true-ups and working directly with vendor account contacts or customer success managers.
• Experience pulling audit evidence or executing access reviews under SOC 2 or a similar framework.
• Excellent communication and a strong customer-service orientation.
• Strong documentation skills, including runbooks, how-to guides, and knowledge base articles.
• Ability to manage calendar-driven renewals, audits, and access reviews alongside a ticket queue.
• Ability to distinguish system operation from platform-level changes and route work to the owning team.
• Strong ownership, follow-through, organization, and problem-solving skills.
• Ability to identify recurring manual work and automate it.
• Bachelor’s degree or an equivalent combination of education, training, and experience.

Nice-to-Haves

• Basic scripting experience with Bash or Python.
• Google Workspace administration experience, especially Google Groups.
• Experience supporting a full SOC 2 or similar audit cycle on the evidence side.
• Experience with SaaS management or license management platforms.
• Experience using AI tools to improve individual or team productivity.

Compensation and Benefits

• Annual salary: $230,000–$265,000 USD.
• Remote role with required travel to the San Francisco office and occasional travel to other offices.
• Visa sponsorship may be available depending on the role and candidate.