Support Engineer
RemoteUnited States
Job Summary
Provide L1 and L2 technical support to employees across Windows and macOS environments via ticketing systems, chat, and video calls. Own the lifecycle of EMEA support requests, ensuring timely resolution and smooth handovers with global IT teams. Deliver seamless onboarding and offboarding experiences, including device provisioning, access management, and equipment recovery. Manage and secure corporate endpoints using Microsoft Intune and Jamf, while administering identity and collaboration platforms including Okta, Entra ID, Google Workspace, and Microsoft 365. Support cloud infrastructure across AWS and Azure environments, build automation scripts, and maintain technical documentation. Partner with Security teams on vulnerability management and audit readiness. Monitor systems to troubleshoot recurring issues and implement long-term improvements. Evaluate new technologies and work with external vendors to support business needs. This role operates within a follow-the-sun model for the EMEA region, requiring strong organizational skills to manage priorities across global time zones.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related technical field (or equivalent experience)
- 5+ years of experience in IT support, systems administration, or a similar role, ideally within a global or remote-first SaaS organization
- Strong troubleshooting experience across both Windows and macOS environments
- Hands-on expertise with Microsoft Intune, Jamf, Okta, and/or Microsoft Entra ID
- Experience administering enterprise productivity platforms such as Google Workspace and Microsoft 365
- Working knowledge of AWS and/or Azure, with experience supporting cloud-based infrastructure
- Experience writing automation scripts or improving IT processes through automation
- Excellent communication skills and a customer-first approach to technical support
- Strong organizational skills with the ability to manage multiple priorities across global time zones
- A proactive mindset, curiosity to learn new technologies, and a commitment to continuous improvement
- An understanding of security best practices, including least privilege, MFA, and compliance requirements such as GDPR
- Must be available for follow-the-sun support model
- Must be able to work within EMEA region
Desired Qualifications
- AWS Cloud Practitioner certification
- Microsoft Azure Administrator Associate certification
- Microsoft 365 Endpoint Administrator Associate certification
- Okta Certified Professional
- Jamf Certified Associate
- CompTIA A+ or Network+
- Experience with iPaaS platforms or AI-powered service desk tools
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