Responsibilities

IT Operations & End-User Support

Act as an escalation point for the IT support queue, handling complex issues across endpoints, identity, and core SaaS applications (e.g., Google Workspace, Okta, Slack, Zoom, Atlassian).

Coordinate response efforts for IT incidents and outages, including troubleshooting, communication, and post-incident follow-up.

Manage internal user accounts, groups, and access (joiners/movers/leavers) across identity and critical SaaS systems.

Own and continuously improve onboarding and offboarding workflows in partnership with People, Security, and Hiring Managers.

Systems Administration & Tooling

Deploy, administer, and maintain IT systems and services (e.g., MDM, endpoint security, Zero Trust, collaboration tools, AI platforms, asset inventory).

Manage MDM-controlled endpoints (laptops and other devices), including provisioning, compliance policies, and OS / app updates.

Implement and maintain automations and workflows that minimize manual efforts in provisioning, access changes, and common support requests.

Security, Compliance & Controls

Implement and operate IT controls that support company security and compliance requirements (e.g., SOC 2, ISO 27001), including access reviews, asset management, and endpoint standards.

Partner with Security on evidence collection, control operation, and remediation of IT-related audit findings.

Ensure IT policies, standards, and runbooks are followed and kept current; contribute to drafting and improving these documents.

Documentation, Projects & Continuous Improvement

Construct and maintain IT guides, runbooks, and knowledge base articles for both end users and IT peers.

Collaborate with cross-functional teams (Security, Engineering, People, Finance, CX) on IT-related projects such as new tool rollouts, license rationalization, and process redesign.

Identify issues, define OKRs, and deliver end-to-end solutions that measurably improve reliability, security, or user experience.

Stay current on IT trends and emerging technologies; propose pragmatic improvements to our environment.

Requirements

5+ years of related IT experience (e.g., IT Engineer, Systems Administrator, IT Operations), including ownership of critical IT systems and incident response.

Hands-on experience managing SaaS-heavy environments (e.g., Google Workspace / Microsoft 365, Okta or another IdP, Slack, Zoom, Atlassian, HRIS tools).

Strong skills in endpoint management and MDM (e.g., Jamf, Kandji, Intune, or similar) across macOS and/or Windows.

Demonstrated experience coordinating and resolving IT incidents and outages in a remote-first environment.

Familiarity with security and compliance concepts (least privilege, access reviews, endpoint baselines, change management) and how they surface in IT operations.

Ability to write clear documentation (runbooks, KB articles) and communicate effectively with both technical and non-technical stakeholders.

Comfort working across time zones and collaborating asynchronously in tools like Slack, Notion/Confluence, and Google Workspace.

Nice to Have

Experience in a SaaS or high‑growth tech company supporting fully remote teams.

Experience with automation and AI platforms (e.g., Python, Bash, Google Apps Script, low-code workflow tools, Claude, OpemAI) for provisioning, reporting, ticket orchestration, or other use cases.

Familiarity with security tooling and controls (EDR, CASB, email security, DLP, CSPM) and how they integrate with IT workflows.

Prior involvement in SOC 2 / ISO 27001 audits or similar assurance programs

Notice to Prospective Candidates

Only emails from @captivateiq.com should be trusted.  We are aware of active recruitment scams using the CaptivateIQ name, in which individuals pose as our recruiters and post fake remote job openings and make fake job offers on the Internet. Please note, we will never do the following:
Attempt to correspond with a candidate using a free web-based account, such as an email address that ends in @gmail.com, @yahoo.com, @hotmail.com, etc.
Make an offer of employment without conducting multiple rounds of interviews face-to-face using secure video-conferencing technology.
Ask candidates to cash checks to buy equipment on behalf of CaptivateIQ.
Ask candidates to make a payment in order to be considered for a position.
Make early requests for candidates' personal information such as date of birth, passport details, credit card numbers, bank details and social security number, etc.
Please note that we’ll only ask for more sensitive personal information in connection with background checks after an offer is made.
CaptivateIQ works with a third-party Employer of Record to handle compliance, payroll, and as applicable benefits on our behalf
Participate in an on-call rotation to provide after-hours support, ensuring timely resolution of critical issues and maintaining system uptime.