Support Engineer, IT Systems

Zapier is looking for a Support Engineer, IT Systems to deliver and improve the IT support experience for employees across a globally distributed, fully remote organization. Working closely with Engineering, People Ops, and Security, you will be the frontline of IT support: resolving issues quickly, identifying patterns, and continuously raising the bar on how support gets delivered. This is not a ticket-queue job. You will be expected to not just resolve issues but to improve the systems and processes that prevent them from recurring, expanding an established IT foundation into a net-new region for Zapier.

Responsibilities

• Serve as the first point of contact for IT support requests across Zapier's global employee base, with a focus on AU/NZ coverage hours.
• Troubleshoot and resolve hardware (Mac), software, and access issues, and perform user account management for onboarding and offboarding workflows.
• Handle common endpoint tasks using Jamf: device enrollment, basic troubleshooting, and account unlocks, escalating complex issues where appropriate.
• Identify recurring issues and build runbooks, help articles, and self-service resources to reduce repeat ticket volume.
• Contribute to ZapIT, Zapier's internal IT helpdesk platform, by flagging gaps and testing improvements, and track support quality to improve response and resolution rates.
• Assist with SSO/SAML application integrations using established playbooks and build simple automation workflows in Okta Workflows and Zapier to reduce manual IT tasks.
• Participate in the Customer Systems Engineering on-call rotation via PagerDuty for customer-facing systems and tooling.

Qualifications

• 2+ years of direct hands-on experience delivering IT support in a corporate environment, including hands-on Okta administration; macOS support experience is a strong plus.
• Empathetic and service-oriented, delivering fast, friendly, effective support over Slack in a fully remote environment.
• A pattern-spotter who eliminates repeat work through documentation, automation, or process improvement rather than just closing tickets.
• Excellent written communicator, comfortable with clear async collaboration.
• Self-directed and comfortable with ambiguity, trusted to manage your own workload in a unique timezone and escalate early when needed.
• Admin experience with Jamf, Google Workspace, Slack, or 1Password is a plus but not required; training and ramp time are provided.