IT Support Engineer – Level 2

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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

• Intake, triage, diagnosis, and resolution of L1-escalated tickets, including corporate-tool administration, access provisioning, complex technical requests, integrations, and monitoring alerts. • Work within agreed SLAs and escalate issues outside scope or ownership boundaries. • Support onboarding and offboarding through SaaS account creation/deprovisioning, MDM enrollment where applicable, credential handoff, and baseline laptop setup. • Respond to phishing, account compromise, lost or stolen devices, malware, and other security incidents through containment, remediation, and follow-up actions. • Drive process improvement through scripts, APIs, Zapier/n8n or equivalents, and integrations. • Mentor L1 support staff and maintain L1 instructions, runbooks, automation documentation, and recurring operational procedures. • Administer corporate SaaS and identity tools including Slack, Notion, Google Workspace, and 1Password; manage configuration, access policies, audits, and license usage. • Maintain the SaaS registry, report to Vendor Management ahead of renewals, evaluate and roll out approved tools, and decommission outdated tools. • Develop and maintain identity-related incident playbooks for phishing, account compromise, suspicious Google Workspace sign-ins, and credential/access rotation. • Actively use AI in day-to-day work and identify opportunities to apply AI within the function.

🎯 Requirements

• 5 years in IT support, including at least 3–5 years at L2/Sysadmin level • Strong troubleshooting skills and end-to-end ticket ownership • Hands-on macOS administration and end-user troubleshooting experience • Strong Google Workspace administration skills, including roles, logs, and security settings • Understanding of security and incident handling, including phishing and account compromise • Comfort with identity and access work, including RBAC, audits, access reviews, and the impact of SSO/SAML/SCIM on onboarding and offboarding • Ability to write and maintain runbooks, checklists, and incident playbooks • Ability to mentor L1 support staff • Fluent in Russian and English • Strong-plus: administration of multiple corporate SaaS tools, automation with scripts/APIs/Zapier/n8n, corporate 1Password knowledge, Jira Service Management or similar, vendor/license management, and MDM/endpoint tooling

🏖️ Benefits

• 31 days off • 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 • Equity options