About the Company
Fundraise Up is a global fundraising platform that powers tens of millions of dollars in donations every month. Trusted by leading nonprofits like UNICEF and the Alzheimer's Association, we focus on innovation, speed, and accessibility.
Responsibilities
- Handle L1 escalations: intake, triage, diagnosis, and resolution of tickets, including admin operations, access provisioning, and complex technical requests.
- Support onboarding and offboarding: create and deprovision accounts in corporate SaaS tools, MDM enrollment, credential handoff, and laptop setup.
- Respond to security incidents: phishing, account compromise, lost/stolen devices, malware, using documented playbooks.
- Drive automation and integrations: use scripts, APIs, Zapier/n8n to eliminate repetitive manual work.
- Mentor L1 team members and maintain documentation: runbooks, checklists, incident playbooks.
- Administer corporate SaaS tools: Slack, Notion, Google Workspace, 1Password, and others.
- Manage SaaS lifecycle: maintain registry, report for renewals, evaluate and roll out new tools.
- Develop and maintain identity-related incident playbooks.
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.
- Hands-on experience with macOS administration.
- Strong Google Workspace admin skills (roles, logs, security settings).
- Understanding of security and incident handling.
- Comfortable with identity & access work (RBAC, audits, SSO/SAML/SCIM).
- Ability to write and keep documentation up to date.
- Fluent in Russian and English.
Conditions
- Location: Brazil (Brasília).
- Distributed team of 160+ product professionals.
- AI is a default tool; expected to use AI in daily work.