IT Support Engineer Lead

2 hours ago

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Deel

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SaaS • Compliance • HR Tech

Deel is a comprehensive global people platform designed to help companies expand their operations internationally with ease and in full compliance. The platform offers a suite of solutions that simplify hiring, onboarding, payroll, and compliance management for global workforces. Deel enables businesses to hire worldwide without needing to open local entities, manage global payrolls, and ensure compliance with local laws, all from a unified platform. With support for over 150 countries, Deel also provides immigration assistance, IT operations management, and extensive integration capabilities to streamline HR processes and enhance workforce management across diverse geographic locations.

1001 - 5000 employees

Founded 2018

☁️ SaaS

📋 Compliance

👥 HR Tech

💰 $50M Venture Round on 2022-05

📋 Description

• Lead and manage the IT Support Engineers and Technical Support Specialist teams, ensuring effective resolution of customer queries related to Deel’s platform and services. • Provide Tier 3 support for IT-related tickets, including break-fix issues and access management. • Troubleshoot and maintain both hardware and software issues across MacOS and Windows platforms. • Collaborate with cross-functional teams such as InfoSec, DevOps, and Engineering to address broader technical challenges. • Administer system and application access through role-based access controls (RBAC). • Manage and document IT processes to improve team efficiency and service delivery. • Perform root cause analysis to resolve recurring technical issues. • Provide technical support during scheduled calls or live troubleshooting sessions. • Execute IT projects as assigned by management. • Participate in an on-call support rotation for weekend coverage.

🎯 Requirements

• 10+ years of experience in IT support, systems administration, or a related technical role. • At least 4 years of experience leading teams. • Experience in Tier 3 support • Demonstrated experience in managing IT workflows, processes, and tech stack efficiency. • OS-agnostic support capabilities (MacOS and Windows). • Industry certifications such as CompTIA or other relevant credentials are a plus. • Background in company-wide IT operations, including ticketing systems, communication platforms, and user lifecycle management. • Strong experience with Identity & Access Management (IAM) and Single Sign-On (SSO) platforms such as, Okta, OneLogin or JumpCloud. • Comfortable with MDM solutions for troubleshooting and remote device management. • Familiarity with Information Security best practices and maintaining confidentiality when handling sensitive data. • Proficient in administrative tools like Google Workspace, Zoom, Slack, Jira, and similar platforms. • A proactive and problem-solving mindset. • Excellent communication and documentation skills. • A passion for supporting others and delivering high-quality technical service.

🏖️ Benefits

• Stock grant opportunities dependent on your role, employment status and location • Additional perks and benefits based on your employment status and country • The flexibility of remote work, including optional WeWork access