Fundraise Up

• Create and maintain dashboards and reports that track key success metrics. • Analyze customer and prospect behavior, product usage, and retention data to drive company strategy. • Partner with GTM and Product teams to create and implement initiatives that enhance onboarding, engagement, and customer satisfaction. • Collaborate with Finance to build models and forecasts that inform strategic decisions. • Plan, manage, and deploy customer and/or prospect territories. • Effectively communicate data-driven findings and strategic recommendations to key stakeholders. • Design and implement process improvements to drive scalability.

• Partner with account executives throughout the sales cycle as the primary presales resource, providing deep product expertise and solution guidance. • Conduct technical discovery sessions to understand client requirements, integration needs, and business objectives. • Design and present tailored product demonstrations and tailored solutions that address specific client pain points and use cases. • Respond to technical questions and objections, articulating complex concepts in clear, business-relevant language to both technical and non-technical audiences. • Develop solution architectures, data mapping, and integration plans with third-party platforms (e.g., Salesforce, HubSpot, Stripe, PayPal, Zapier). • Support RFP/RFI responses, ensuring technical accuracy and compliance with standards such as PCI and GDPR. • Gather and relay client feedback to Solution Architecture and Product teams, contributing to product enhancements and roadmap decisions. • Stay current on fundraising technology trends, industry best practices, and competitor offerings. • Provide technical enablement and training to the Sales team, sharing insights and best practices. • Foster strong relationships with prospects and customers, ensuring technical satisfaction throughout the sales process. • 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.

• 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.

Role Description We are looking for a proactive and security-minded IT Support Engineer (L2) to join our global team. As a core member of our L2 team, you will share responsibility for complex technical escalations across time zones. Beyond operational support, you will take full ownership of Access Governance and SaaS administration. We are looking for an engineer who doesn't just follow processes but actively seeks to automate them, improving our efficiency and security posture through continuous integration and smart tooling. What You’ll Do - 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. - 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. Qualifications - 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. Requirements - Strong plus: Admin ownership in multiple corporate SaaS tools (e.g., Slack/Notion + project management + ticketing/support tooling) — access policies, audits, license management. - Automation experience (scripts / APIs / Zapier / n8n or equivalents). We can support your growth here, but you should be self-driven and eager to automate your own work. - Knowledge of 1Password or similar in a corporate context (if not covered above as a must-have). - Experience with Jira Service Management (as a user or admin) or similar tools. - Familiarity with vendor/license management processes (renewals, usage reporting). - Experience with MDM / endpoint tooling (for collaboration with Devices & Infrastructure owner). 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

• Take part in building the roadmap. Understand who’s overloaded and who has more capacity, which team can take on tasks, and which one is better left untouched for the next month. • Coordinate development. Know what is being worked on, who’s working on it, where the bottlenecks are, or what’s missing. • Monitor alignment with the plan, people’s performance, and commitments. Spot recurring process issues and improve them. • Communicate with Russian-speaking teams and American colleagues. Answer questions about when something will be ready or what’s blocking progress. Help remove those blockers.

• Take part in building the roadmap. Understand who’s overloaded and who has more capacity, which team can take on tasks, and which one is better left untouched for the next month. • Coordinate development. Know what is being worked on, who’s working on it, where the bottlenecks are, or what’s missing. • Monitor alignment with the plan, people’s performance, and commitments. Spot recurring process issues and improve them. • Communicate with Russian-speaking teams and American colleagues. Answer questions about when something will be ready or what’s blocking progress. Help remove those blockers.

• Take part in building the roadmap. Understand who’s overloaded and who has more capacity, which team can take on tasks, and which one is better left untouched for the next month. • Coordinate development. Know what is being worked on, who’s working on it, where the bottlenecks are, or what’s missing. • Monitor alignment with the plan, people’s performance, and commitments. Spot recurring process issues and improve them. • Communicate with Russian-speaking teams and American colleagues. Answer questions about when something will be ready or what’s blocking progress. Help remove those blockers.

• Take part in building the roadmap. Understand who’s overloaded and who has more capacity, which team can take on tasks, and which one is better left untouched for the next month. • Coordinate development. Know what is being worked on, who’s working on it, where the bottlenecks are, or what’s missing. • Monitor alignment with the plan, people’s performance, and commitments. Spot recurring process issues and improve them. • Communicate with Russian-speaking teams and American colleagues. Answer questions about when something will be ready or what’s blocking progress. Help remove those blockers.

• Take part in building the roadmap. Understand who’s overloaded and who has more capacity, which team can take on tasks, and which one is better left untouched for the next month. • Coordinate development. Know what is being worked on, who’s working on it, where the bottlenecks are, or what’s missing. • Monitor alignment with the plan, people’s performance, and commitments. Spot recurring process issues and improve them. • Communicate with Russian-speaking teams and American colleagues. Answer questions about when something will be ready or what’s blocking progress. Help remove those blockers.

• Take part in building the roadmap. Understand who’s overloaded and who has more capacity, which team can take on tasks, and which one is better left untouched for the next month. • Coordinate development. Know what is being worked on, who’s working on it, where the bottlenecks are, or what’s missing. • Monitor alignment with the plan, people’s performance, and commitments. Spot recurring process issues and improve them. • Communicate with Russian-speaking teams and American colleagues. Answer questions about when something will be ready or what’s blocking progress. Help remove those blockers.