Client Technical Specialist - Remote
•ExperianHybrid· 15h
🎧 Support⏰ Full-time📈 Mid Level📍 Heredia, Costa Rica
15h ago
Zapier·about 18 hours ago
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Hi there!
We're looking for a Support Engineer, IT Systems to join our team. Zapier is on a mission to make everyone more productive at work. Zapier has helped millions of people build businesses through the power of automation.
This is an exciting role at Zapier in a growing team, and you will play a direct role in delivering and improving the IT support experience for Zapier employees across a globally distributed org. Working closely with our Engineering, People Ops, and Security teams, you will be the frontline of IT support -- resolving issues quickly, identifying patterns, and continuously raising the bar on how support gets delivered.
We believe that a good IT experience is a perk -- it keeps people productive and engaged rather than getting in the way. This isn't a ticket-queue job. You'll be expected to not just resolve issues, but to improve the systems and processes that prevent them from recurring. If you're someone who gets satisfaction from both helping people and making things better, this role is for you.
If you're interested in furthering your career at a fast-growing and profitable org, then read on...
Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.
Experienced IT support professional. We're looking for 2+ years of direct hands-on experience delivering IT support in a corporate environment, including hands-on Okta administration. Experience supporting macOS is a strong plus.
Empathetic and service-oriented. You genuinely enjoy helping people and take pride in delivering a fast, friendly, and effective support experience. In a fully remote environment where support happens over Slack, you understand that how you communicate matters as much as what you communicate. You meet employees where they are, stay patient under pressure, and leave every interaction better than you found it.
A pattern-spotter. You don't just close tickets -- you notice when the same issue keeps coming up and you do something about it. You look for opportunities to eliminate repeat work through documentation, automation, or process improvement.
Excellent communicator. We're a 100% remote team, and writing is our primary means of communication at Zapier. Clear, async communication is essential.
Relationship-driven. You understand that trust is built one interaction at a time, and you treat every support request as an opportunity to earn it.
Self-directed and comfortable with ambiguity. As part of a distributed team operating in a unique timezone, you are trusted to manage your own workload with minimal supervision and escalate early when needed. This is a net-new region for Zapier IT, and we're looking for someone who is energized by expanding an established foundation into new territory and committed to continuous improvement in how support gets delivered.
Growth-oriented. You're eager to grow your technical skills over time and excited by the opportunity to take on more as the team scales.
Hands-on administration experience with any of the following is a plus, but not required. We'll invest in training and ramp time for the right candidate (Jamf, Google Workspace, Slack or 1Password).
Zapier is a fast-growing and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:
Deliver great support (primary focus):
Serve as the first point of contact for IT support requests across Zapier's global employee base, with a focus on AU/NZL coverage hours.
Troubleshoot and resolve hardware (Mac), software, and access issues for our employees.
Perform user account management as part of onboarding and offboarding workflows.
Handle common endpoint tasks using Jamf (device enrollment, basic troubleshooting, account unlocks).
Triage and escalate complex issues to senior team members where appropriate.
Improve the support experience (core pillar):
Identify recurring issues and build runbooks, help articles, and self-service resources to reduce repeat ticket volume.
Surface patterns and feedback from the frontline to help the team continuously improve IT processes and tooling.
Contribute to ZapIT (Zapier's internal IT helpdesk platform) by flagging gaps and helping test improvements.
Measure and track support quality and look for ways to improve response times and resolution rates.
Light engineering (growth area):
Assist with SSO/SAML application integrations using established playbooks.
Build and maintain simple automation workflows in Okta Workflows and Zapier to reduce manual IT tasks.
Work with dozens of SaaS tools including Google Workspace, Jira, Slack, 1Password, Zoom, and more.
At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity. We're looking for the best fit for each of our roles, regardless of the type of education or companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.
After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter!
Zapier is an equal-opportunity employer and we're excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone's identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.
Zapier is committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact [email protected].
Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working.
The anticipated application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later, or if the position is filled.
Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working.