IT Support Engineer, L2

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Fundraise Up

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤲 Charity

💳 Fintech

☁️ SaaS

Charity • Fintech • SaaS

Fundraise Up is a digital platform that revolutionizes the way nonprofits conduct online fundraising. It offers a suite of tools designed to enhance donor engagement and boost conversion rates, including optimized campaign pages, a checkout system, and pre-built UI components. Fundraise Up supports global fundraising with multi-language capabilities and provides comprehensive security features to protect both donor data and the fundraising process. It integrates seamlessly with various platforms and uses artificial intelligence to personalize the donation experience. Its mission is to maximize donations for causes worldwide through innovative technology and strategic partnerships with nonprofits.

📋 Description

• L1 escalations: intake, triage, diagnosis, and resolution of tickets not closed at L1. Includes admin operations in corporate tools, access provisioning, complex technical requests, integrations, and alerts from monitoring systems. Work within agreed SLAs for response and resolution; escalate further when outside scope or ownership boundaries. • Onboarding & offboarding support: creation and deprovisioning of accounts in corporate SaaS tools, MDM enrollment where applicable, credential handoff, and baseline laptop setup in line with internal processes. • Incident response: phishing, account compromise, lost/stolen devices, malware, and other security alerts — containment, remediation, and follow-up actions using documented playbooks. • Automation & integrations: drive continuous improvement through scripts, APIs, Zapier/n8n (or equivalents), and integrations to eliminate repetitive manual work. Automation does not have to be your current strongest skill, but initiative and genuine interest are required. You can consult with our Tools Engineer, but ideas and ownership should come from you. • L1 mentoring & documentation: provide regular feedback and coaching, maintain and improve L1 instructions and runbooks, and document automations and recurring operational procedures. • Corporate SaaS administration: admin ownership over our core collaboration and identity stack (e.g., Slack, Notion, Google Workspace, 1Password) plus other corporate SaaS tools — configuration, access policies, audits, and license usage control. • SaaS lifecycle management: maintain the SaaS registry in Notion, provide reporting for Vendor Management ahead of renewals; evaluate new tools and roll out after approval; decommission outdated tools. • Identity-related incident playbooks: develop and maintain playbooks for phishing, account compromise, suspicious sign-ins in Google Workspace, and credential/access rotation. • At Fundraise Up, AI is a default tool, not an experimental one. We expect every team member to actively use AI in their day-to-day work, identify where AI can change the shape of problems in their function, and grow their fluency as the tools evolve. You should already be using AI meaningfully in your work and understand where it adds value and how it can improve the way you operate.

🎯 Requirements

• 5 years in IT support, with at least 3–5 years at L2 / Sysadmin level. • Strong troubleshooting skills and end-to-end ticket ownership (intake, triage, resolution, escalation when out of scope). • Hands-on experience with macOS administration and end-user troubleshooting. • Strong Google Workspace admin skills (roles, logs, security settings). • Understanding of security and incident handling (phishing / account compromise). • Comfortable with identity & access work (RBAC, audits, access reviews; understands how SSO / SAML / SCIM affect onboarding/offboarding). • Ability to write and keep documentation up to date (runbooks, checklists, incident playbooks); can mentor L1.

🏖️ Benefits

• 10 business days of annual leave • Teleworking allowance: $25 per month added to your salary • Private Medical Insurance for the whole family • 100% paid telemedicine plan • Home Office Setup Assistance: the company offers assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace • English learning courses • Relevant professional education • Gym or swimming pool • Co-working • Remote working