Support Engineer, IT Systems

Zapier Inc.

Job Overview

Location

APAC

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the first point of contact for IT support requests across Zapier’s global employee base, with primary focus on AU/NZL coverage hours.
• Troubleshoot and resolve hardware (Mac), software, and access issues for employees in a fully remote environment.
• Perform user account management as part of onboarding and offboarding workflows using Okta administration.
• Handle endpoint tasks including device enrollment, basic troubleshooting, and account unlocks using Jamf.
• Triage and escalate complex technical issues to senior IT team members when appropriate.
• Identify recurring support issues and create runbooks, help articles, and self-service resources to reduce repeat ticket volume.
• Surface patterns and frontline feedback to improve IT processes, tooling, and ZapIT (Zapier’s internal IT helpdesk platform).
• Contribute to testing and flagging gaps in ZapIT to enhance support quality, response times, and resolution rates.
• Assist with SSO/SAML application integrations using established playbooks and documentation.
• Build and maintain simple automation workflows in Okta Workflows and Zapier to reduce manual IT tasks.
• Manage and support integration with SaaS tools including Google Workspace, Slack, 1Password, Zoom, Jira, and others.
• Deliver support via Slack with clear, async communication that prioritizes empathy, patience, and positive user experience.
• Operate independently in a distributed team, managing workload with minimal supervision while escalating issues promptly when needed.
• Contribute to expanding IT support infrastructure into a new regional territory (AU/NZL) with a focus on continuous improvement.
• Maintain a service-oriented mindset, treating every support interaction as an opportunity to build trust and improve employee productivity.
• Stay adaptable in a fast-growing, remote-first environment where responsibilities may evolve across multiple projects and systems.
• Pursue growth in technical skills and take on increased responsibilities as the IT team scales.

🎯 Requirements

• 2+ years of direct hands-on experience delivering IT support in a corporate environment
• Hands-on Okta administration experience
• Experience supporting macOS devices in a corporate setting
• Strong written communication skills for async, remote collaboration
• Ability to identify patterns in recurring issues and implement process improvements
• Self-directed with comfort managing ambiguity in a distributed team

🏖️ Benefits

• Opportunity to build and expand IT support infrastructure in a new region (AU/NZL)
• Training and ramp time provided for tools like Jamf, Google Workspace, Slack, or 1Password
• Work in a fast-growing, profitable, fully remote company with a strong culture of inclusion
• Transparent hiring process with guaranteed updates within seven days
• Commitment to diversity, equity, and inclusion with reasonable accommodations available
• Access to Zapier’s internal tools and automation platforms for professional growth

Skills & Technologies

Remote

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Zapier Inc.

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About Zapier Inc.

Zapier Inc. operates a cloud-based automation platform that connects over 6,000 web applications, enabling users to build workflows without coding. The service triggers actions across apps when predefined events occur, streamlining repetitive tasks for businesses and individuals. Founded in 2011, it offers tiered subscription plans, supports multi-step automations, and provides tools for data formatting, filtering, and conditional logic. Revenue comes from SaaS subscriptions, targeting small to mid-size companies seeking to integrate disparate software systems efficiently.

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