IT Support Engineer L2

Fundraise Up is a global fundraising platform that powers donations for nonprofits worldwide, focusing on faster load times, higher conversion rates, global payment support, and accessibility-first design. The platform serves nonprofits, donors, and partners with a large and complex product ecosystem including checkout experiences, customizable widgets, portals, admin tools, and internal apps. The company operates in the enterprise segment, serving nonprofit organizations across North America, the UK, Australia, and Europe, with a distributed team of over 160 product professionals.

• Minimum 5 years in IT support with at least 3–5 years at L2 or Sysadmin level.
• Strong troubleshooting skills and ownership of ticket lifecycle including escalation.
• Hands-on experience with macOS administration and end-user troubleshooting.
• Strong Google Workspace administration skills including roles, logs, and security settings.
• Understanding of security and incident handling such as phishing and account compromise.
• Comfortable with identity and access management including RBAC, audits, access reviews, and knowledge of SSO/SAML/SCIM.
• Ability to write and maintain documentation such as runbooks, checklists, and incident playbooks; capable of mentoring L1 support.

Strong plus:

• Admin ownership of multiple corporate SaaS tools including access policies, audits, and license management.
• Experience with automation tools such as scripts, APIs, Zapier, or n8n.
• Knowledge of 1Password or similar corporate password management.
• Experience with Jira Service Management or similar ticketing/support tools.
• Familiarity with vendor/license management processes.
• Experience with MDM and endpoint tooling.

• Intake, triage, diagnosis, and resolution of L1 escalations including admin operations, access provisioning, complex technical requests, integrations, and monitoring alerts within SLAs.
• Support onboarding and offboarding by creating and deprovisioning accounts in corporate SaaS tools, MDM enrollment, credential handoff, and baseline laptop setup.
• Incident response for phishing, account compromise, lost/stolen devices, malware, and other security alerts using documented playbooks.
• Drive continuous improvement through automation using scripts, APIs, Zapier/n8n, and integrations to reduce manual work.
• Provide mentoring and documentation for L1 support including feedback, coaching, and maintaining runbooks and operational procedures.
• Administer corporate SaaS tools such as Slack, Notion, Google Workspace, and 1Password including configuration, access policies, audits, and license management.
• Manage SaaS lifecycle including maintaining the SaaS registry, reporting for vendor management, evaluating new tools, and decommissioning outdated tools.
• Develop and maintain identity-related incident playbooks for phishing, account compromise, suspicious sign-ins, and credential/access rotation.
• Actively use AI tools in daily work to improve operations and problem-solving.

The position requires fluency in Russian and English. Working hours are 09:00 - 18:00 CET. The job location is Poland with remote work. The company is an equal opportunity employer committed to diversity and inclusion, with no discrimination based on protected characteristics.