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Carta

Senior IT Support Engineer

136k – 160kSan Francisco, CAIT SupportOnsite5+ YOE
Summary

Senior IT Support Engineer leading complex SaaS/identity support, operational programs, and mentoring junior engineers at a fast-growing fintech company. Requires 5-7 years experience with deep hands-on expertise across enterprise tools.

About the role

Responsibilities

  • Resolve complex issues across SaaS and identity stack (Okta, Google Workspace, Slack, Zoom, MDM, hardware) and represent IT in high-stakes moments including executive support, terminations, and sensitive offboardings
  • Own a major operational program such as Day 1 onboarding, executive support, or M&A integration support
  • Identify recurring issues, automation candidates, and process gaps; partner with Automation Engineers to ship durable fixes
  • Serve as escalation point and mentor for E2/E3 engineers; set the bar for customer interactions and operational discipline
  • Partner with Security on access reviews and incident response, with People on the employee lifecycle, and with Finance and ELT on executive support and compliance

Requirements

  • Deep hands-on experience across SaaS and identity stack at scale: Okta, Jamf, Intune, Atlassian (Jira), Slack, Zoom, Google Workspace, Microsoft 365, Box, 1Password, DocuSign
  • Proficient in conference-room AV (Crestron, Q-SYS, LogiSync, Zoom Rooms) and physical access systems (Cisco Meraki cameras, Brivo)
  • Understand identity and the security implications of access changes
  • Calm under pressure, empathetic with frustrated users, and professional in high-stakes situations
  • Document work, follow change management, verify before closing tickets
  • Lead through influence; coach junior teammates and share knowledge proactively
  • Use modern tooling and AI (including Claude) as routine part of work; build automations and use AI-assisted workflows
  • 5-7 years of IT support, helpdesk, or technical operations experience, with at least 2 years in a senior or lead role at a fast-growing or recently-acquired company

Nice-to-Haves

  • Experience with automation and AI-assisted workflows to draft runbooks and debug issues
Skills
OktaJamfIntuneJiraSlackZoomGoogle WorkspaceMicrosoft 365Box1PasswordDocuSignCrestronQ-SYSCisco MerakiBrivo
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