IT and Technical Support Specialist

Fourthwall is a platform used by over 200,000 creators to power their shops and memberships. It enables creators such as YouTubers, Instagrammers, and Podcasters to earn money by creating customized online shops to sell merchandise, accept donations, and offer memberships. The company focuses on making content creation easier by handling the money-making side for creators.

• 2–4 years experience in IT support, technical support, or systems administration.
• Hands-on administration experience with Google Workspace or Microsoft 365, Slack, 1Password or similar password managers, MDM (e.g. Jamf, Intune), and SSO or identity providers.
• Excellent written English (clear, calm, and helpful communication).
• Ability to read logs and test APIs using tools like Postman, Swagger/OpenAPI.
• Understanding of authentication and authorization concepts including OAuth2, API keys, session keys, and cookies.
• Knowledge of DNS, CDN, and caching behaviors.
• Basic knowledge of HTML, CSS, JavaScript, and DOM for diagnosing storefront issues.
• Strong analytical, problem-solving, and documentation skills.
• Experience with Zendesk, Jira, or equivalent platforms.
• Proactive, organized, and curious with an AI-first problem-solving approach using tools like Zapier or N8N.
• Responsible handling of access requests and device compliance data.
• Persistent and polite follow-up to ensure compliance tasks are completed.

• Own internal tooling: Google Workspace, Slack, Google Drive, 1Password, and other SaaS account and permission management.
• Ensure device fleet compliance with MDM and Vanta checks for SOC 2 audit evidence.
• Manage provisioning, SSO, VPN, and shared credentials internally and for creators' integrations.
• Handle escalated Zendesk tickets using logs, admin tools, and system behavior analysis.
• Write detailed technical bug reports on Jira for engineering.
• Maintain follow-up ownership on issues until fully resolved.
• Document processes in internal runbooks and creator-facing support docs.
• Monitor shops for potential fraud and policy violations.
• Utilize AI tools to improve efficiency in tasks.

The role is based in Poznań HQ with a hybrid work model, expecting presence 2-4 days per week. Applications from all qualified individuals are encouraged regardless of diverse backgrounds. The data controller is Fourthwall, Inc., with personal data processed for recruitment purposes under GDPR. Consent withdrawal and other data rights information are provided. This offer is not open to Ukrainians.