Senior IT Support Engineer

📋 Description

• • As a Senior IT Support Engineer at Activehours Inc. (operating as EarnIn), you will be a pivotal technical leader responsible for scaling and enhancing the critical systems and automations that empower our workforce and safeguard our sensitive data.
• • This role is designed for a seasoned IT professional who thrives in an independent, hands-on environment, possesses a proven track record of driving complex, high-impact projects from inception to successful completion, and embodies our core values of cross-functional collaboration and unwavering customer-centricity.
• • You will take ownership of key initiatives across identity and access management, sophisticated endpoint engineering for both macOS and Windows environments, and seamless integration of various SaaS platforms and internal systems.
• • A significant aspect of your role will involve acting as a technical lead, guiding and mentoring junior engineers, and consistently elevating the standards of reliability, security, and overall employee experience within our IT infrastructure.
• • You will be instrumental in managing and optimizing our Mobile Device Management (MDM) platforms, specifically Jamf Pro for macOS and Intune for Windows. This includes overseeing zero-touch provisioning processes leveraging Apple Business Manager (ABM) and Windows Autopilot, establishing robust baseline configurations aligned with CIS benchmarks, managing system patching effectively, and enhancing self-service capabilities for end-users.
• • Your responsibilities will extend to deploying and maintaining critical security and access tools such as Jamf Connect, managing kernel and system extensions, ensuring secure data handling through FileVault/BitLocker escrow, and configuring secure Wi-Fi and VPN profiles to protect company data.
• • You will proactively drive the implementation and maintenance of Endpoint Detection and Response (EDR) and Data Loss Prevention (DLP) solutions, employing policy-as-code methodologies to ensure consistent security posture and generating timely compliance reports to meet regulatory requirements.
• • A core focus will be on automation and platform integrations to streamline IT operations. You will automate critical workflows such as the joiner-mover-leaver processes, SaaS application provisioning, software deployment, and system remediation using scripting languages like Python and tools such as Okta Workflows and Tonkean.
• • You will leverage Infrastructure as Code (IaC) principles, utilizing Terraform to manage internal IT infrastructure, and implement robust change management processes through Git, ensuring version control and auditability.
• • A key responsibility involves building resilient integrations between our financial systems (e.g., NetSuite, Carta, Expensify) and data platforms (e.g., Tableau, Power BI). This will enable advanced business intelligence capabilities and comprehensive financial reporting, with a strong emphasis on data quality, lineage tracking, and reconciliation controls.
• • You will play a crucial role in implementing and sustaining IT controls that align with industry standards such as SOC 2 and PCI DSS (where applicable), ensuring repeatable evidence collection for audits.
• • Defining Service Level Indicators (SLIs) and Service Level Objectives (SLOs) for core IT services will be essential, alongside implementing comprehensive monitoring and alerting systems, configuration drift detection mechanisms, and developing detailed incident runbooks.
• • You will serve as a Tier 2/3 escalation point for complex identity, endpoint, and integration-related issues, and will lead post-incident reviews to identify root causes and drive corrective actions, thereby continuously improving system stability.
• • Collaboration and leadership are paramount. You will lead cross-functional projects involving IT, Security, People Operations, Finance, and Engineering teams, guiding them from the initial design phase through to steady-state operations.
• • You will actively mentor junior engineers, providing guidance through design and code reviews, and instilling best practices in operational excellence.
• • Producing clear, concise documentation and internal guides will be vital to support reliable operations and knowledge sharing across the team.
• • Furthermore, you will explore and implement AI-powered solutions to enhance IT and productivity workflows. This includes evaluating and deploying tools like ChatGPT, Glean, Gemini, and Cursor, ensuring appropriate guardrails are in place and measuring their impact.
• • You will automate helpdesk workflows, including intelligent triage, summarization, routing, and knowledge base searching, leveraging an access-controlled knowledge repository.
• • Defining and tracking key AI value metrics, such as adoption rates, deflection rates, customer satisfaction (CSAT), and Mean Time To Resolution (MTTR) improvements, will be critical for demonstrating the ROI of AI initiatives and driving continuous improvement through experimentation and user feedback.
• • This role requires a proactive, self-motivated individual who can operate with a high degree of autonomy and contribute significantly to EarnIn's mission of providing financial flexibility.