IT Support Engineer L2

📍 Location: Candidates should be based in LATAM (preference for Argentina and Brasília, Brazil).

We operate in the enterprise segment, serving nonprofit organizations across North America, the United Kingdom, Australia, and Europe.

We’re building a large and complex product ecosystem that serves nonprofits, donors, and partners around the world. The platform includes a modern checkout experience and customizable widgets (each a standalone SPA), donor, organization, and partner portals, admin tools, and several internal apps.

We are looking for a proactive and security-minded IT Support Engineer (L2) to join our global team. As a core member of our L2 team, you will share responsibility for complex technical escalations across time zones. Beyond operational support, you will take full ownership of Access Governance and SaaS administration. We are looking for an engineer who doesn't just follow processes but actively seeks to automate them, improving our efficiency and security posture through continuous integration and smart tooling.

What You’ll Do

• L1 escalations: intake, triage, diagnosis, and resolution of tickets not closed at L1. Includes admin operations in corporate tools, access provisioning, complex technical requests, integrations, and alerts from monitoring systems. Work within agreed SLAs for response and resolution; escalate further when outside scope or ownership boundaries.

• Onboarding & offboarding support: creation and deprovisioning of accounts in corporate SaaS tools, MDM enrollment where applicable, credential handoff, and baseline laptop setup in line with internal processes.

• Incident response: phishing, account compromise, lost/stolen devices, malware, and other security alerts — containment, remediation, and follow-up actions using documented playbooks.

• Automation & integrations: drive continuous improvement through scripts, APIs, Zapier/n8n (or equivalents), and integrations to eliminate repetitive manual work. Automation does not have to be your current strongest skill, but initiative and genuine interest are required. You can consult with our Tools Engineer, but ideas and ownership should come from you.

• L1 mentoring & documentation: provide regular feedback and coaching, maintain and improve L1 instructions and runbooks, and document automations and recurring operational procedures.

• Corporate SaaS administration: admin ownership over our core collaboration and identity stack (e.g., Slack, Notion, Google Workspace, 1Password) plus other corporate SaaS tools — configuration, access policies, audits, and license usage control.

• SaaS lifecycle management: maintain the SaaS registry in Notion, provide reporting for Vendor Management ahead of renewals; evaluate new tools and roll out after approval; decommission outdated tools.

• Identity-related incident playbooks: develop and maintain playbooks for phishing, account compromise, suspicious sign-ins in Google Workspace, and credential/access rotation.

• At Fundraise Up, AI is a default tool, not an experimental one. We expect every team member to actively use AI in their day-to-day work, identify where AI can change the shape of problems in their function, and grow their fluency as the tools evolve. You should already be using AI meaningfully in your work and understand where it adds value and how it can improve the way you operate.

Requirements

• 5 years in IT support, with at least 3–5 years at L2 / Sysadmin level.

• Strong troubleshooting skills and end-to-end ticket ownership (intake, triage, resolution, escalation when out of scope).

• Hands-on experience with macOS administration and end-user troubleshooting.

• Strong Google Workspace admin skills (roles, logs, security settings).

• Understanding of security and incident handling (phishing / account compromise).

• Comfortable with identity & access work (RBAC, audits, access reviews; understands how SSO / SAML / SCIM affect onboarding/offboarding).

• Ability to write and keep documentation up to date (runbooks, checklists, incident playbooks); can mentor L1.

Strong plus

• Admin ownership in multiple corporate SaaS tools (e.g., Slack/Notion + project management + ticketing/support tooling) — access policies, audits, license management

• Automation experience (scripts / APIs / Zapier / n8n or equivalents). We can support your growth here, but you should be self-driven and eager to automate your own work.

• Knowledge of 1Password or similar in a corporate context (if not covered above as a must-have)

• Experience with Jira Service Management (as a user or admin) or similar tools

• Familiarity with vendor/license management processes (renewals, usage reporting)

• Experience with MDM / endpoint tooling (for collaboration with Devices & Infrastructure owner)