IT Support Engineer L2

Fundraise Up is a global fundraising platform that powers donations for nonprofits worldwide, serving organizations such as UNICEF and the Alzheimer's Association. The platform includes modern checkout experiences, customizable widgets as standalone SPAs, and portals for donors, organizations, partners, and admins. The team is distributed, with over 160 product professionals primarily based across various countries including Poland. The company focuses on innovation impacting faster load times, higher conversion rates, global payment support, and accessibility-first design.

• 5 years of IT support experience with at least 3-5 years at L2 or Sysadmin level.
• Strong troubleshooting skills and full ticket ownership including triage, resolution, and escalation.
• Hands-on experience with macOS administration and end-user troubleshooting.
• Strong expertise in Google Workspace administration including roles, logs, and security settings.
• Knowledge of security incident handling including phishing and account compromise.
• Experience with identity and access management including RBAC, audits, access reviews, and understanding of SSO/SAML/SCIM processes.
• Proficiency in documentation (runbooks, checklists, playbooks) and ability to mentor L1 support.

Strong plus:

• Admin ownership of multiple corporate SaaS tools such as Slack, Notion, project management, and ticketing/support tools.
• Experience with automation via scripts, APIs, Zapier, n8n or similar tools.
• Knowledge of 1Password or similar corporate password management.
• Experience with Jira Service Management or similar tools.
• Familiarity with vendor/license management including renewals and usage reporting.
• Experience with MDM and endpoint tooling in collaboration with infrastructure teams.

• Intake, triage, diagnosis, and resolution of L1 escalations including admin operations, access provisioning, integrations, and monitoring alerts within SLA.
• Support onboarding and offboarding by managing account provisioning, MDM enrollment, credential handoff, and laptop setup.
• Execute incident response for phishing, account compromise, malware, and related security alerts using playbooks.
• Drive automation and integrations using scripts, APIs, Zapier/n8n or equivalents to reduce manual work.
• Mentor L1 support by providing feedback, coaching, and maintaining documentation including runbooks and automations.
• Manage corporate SaaS administration including Slack, Notion, Google Workspace, 1Password with configuration, access policies, audits, and license control.
• Maintain SaaS registry, provide vendor management reporting, evaluate and roll out new tools, and decommission outdated tools.
• Develop and maintain identity-related incident playbooks for phishing, suspicious sign-ins, and credential rotation.
• Actively use and advocate AI tools in daily work to improve operations.

Candidates must be fluent in Russian and English. Working hours are 14:00 - 23:00 CET. The role is based in Poland with remote work.