IT Support Engineer L2

📋 Description

• • **Empower Nonprofit Fundraising Through Technical Excellence**
• • As an IT Support Engineer (L2) at Fundraise Up, you will play a pivotal role in ensuring the seamless operation of a global fundraising platform that powers millions of dollars in donations monthly. Your work will directly support nonprofit organizations like UNICEF and the Alzheimer’s Association, enabling them to focus on their missions while we handle the technical complexities behind the scenes. This role is not just about troubleshooting—it’s about owning access governance, automating processes, and enhancing security to create a robust infrastructure that scales with our growing impact.
• • **What You’ll Do Day-to-Day**
• • **Resolve Complex Technical Escalations:** Triage, diagnose, and resolve L1 escalations, including admin operations in corporate tools, access provisioning, integrations, and alerts from monitoring systems. Ensure all tickets are handled within agreed SLAs, escalating when necessary while maintaining clear communication with stakeholders.
• • **Own Onboarding and Offboarding:** Manage the full lifecycle of employee accounts, from creation to deprovisioning in corporate SaaS tools (e.g., Google Workspace, Slack, Notion, 1Password). Handle MDM enrollment, credential handoff, and baseline laptop setup to ensure smooth transitions for new and departing team members.
• • **Lead Incident Response:** Act as the first line of defense during security incidents, including phishing attacks, account compromises, lost/stolen devices, and malware. Contain threats, remediate issues, and follow up using documented playbooks to minimize disruption and risk.
• • **Drive Automation and Efficiency:** Identify repetitive manual tasks and automate them using scripts, APIs, Zapier/n8n, or other integration tools. Collaborate with the Tools Engineer to implement solutions that reduce operational overhead and improve team productivity.
• • **Mentor L1 Support and Maintain Documentation:** Provide guidance and feedback to L1 support engineers, ensuring they have up-to-date runbooks, checklists, and incident playbooks. Document automations, recurring procedures, and operational workflows to maintain consistency and knowledge sharing.
• • **Administer Corporate SaaS Tools:** Take full ownership of core collaboration and identity tools (e.g., Slack, Notion, Google Workspace, 1Password). Configure access policies, conduct audits, manage licenses, and ensure compliance with security best practices.
• • **Manage SaaS Lifecycle:** Maintain a SaaS registry in Notion, track vendor renewals, evaluate new tools, and decommission outdated ones. Provide reporting to the Vendor Management team to optimize tool usage and cost efficiency.
• • **Develop Security Playbooks:** Create and maintain incident playbooks for identity-related threats, such as phishing, account compromises, and suspicious sign-ins. Ensure playbooks are actionable, up-to-date, and aligned with evolving security standards.
• • **Leverage AI as a Default Tool:** Actively use AI in your daily work to streamline processes, solve problems, and identify opportunities for improvement. Grow your AI fluency to enhance efficiency and innovation in your role.
• • **About the Team and Company**
• • Fundraise Up is a distributed team of 160+ product professionals spread across Spain, Poland, Portugal, Georgia, Armenia, Serbia, Turkey, and Cyprus. Despite our global reach, we operate like a tight-knit, focused team where every task matters, and every voice is heard. Our culture is built on thoughtful collaboration, strong engineering practices, and a product mindset. We value mentorship, mutual respect, and a commitment to quality, ensuring that every team member has the opportunity to grow and make a meaningful impact.
• • Our platform is trusted by leading nonprofits worldwide, including UNICEF and the Alzheimer’s Association, and is recognized for its innovation, speed, and accessibility. With a 4.9/5 rating on top software review platforms, we’re not just delivering a product—we’re delivering a mission-critical solution that transforms how nonprofits engage with donors globally.
• • **What You Can Learn and Achieve in This Role**
• • **Master Enterprise-Grade IT Operations:** Gain hands-on experience managing a complex, global SaaS ecosystem, including identity management, access governance, and security incident response. Develop expertise in tools like Google Workspace, Slack, Notion, and 1Password, which are critical to modern IT infrastructure.
• • **Grow as a Security-First Engineer:** Deepen your understanding of cybersecurity best practices, from phishing response to account compromise remediation. Build playbooks and automation that proactively protect the organization, positioning yourself as a go-to expert in IT security.
• • **Automate Your Way to Efficiency:** Hone your skills in scripting, APIs, and integration tools (e.g., Zapier, n8n) to eliminate repetitive tasks and drive continuous improvement. This role encourages innovation, allowing you to experiment with solutions that save time and reduce operational friction.
• • **Lead Cross-Functional Collaboration:** Work closely with L1 support, the Tools Engineer, and other teams to streamline processes and improve the overall IT experience for the organization. Develop leadership skills by mentoring L1 engineers and owning critical documentation.
• • **Shape the Future of Nonprofit Fundraising:** Contribute to a platform that powers tens of millions of dollars in donations monthly. Your work will directly impact nonprofits’ ability to scale their missions, giving you a sense of purpose and fulfillment in your daily tasks.
• • **Advance Your Career in a Flat, Transparent Culture:** Fundraise Up offers a flat structure with no politics—just great work with great people. We value transparency, long-term growth, and meaningful contributions, providing equity options and opportunities for sustained impact.