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provide reporting for Vendor Management ahead of renewals; evaluate new tools and roll out after approval; decommission outdated tools.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

• Dedication to learning ongoing Wowza product knowledge • Work to ensure Service Level Agreements (SLA) are met • Adhere to defined metrics and KPIs • Contribute to the tech support knowledge base by adding and maintaining data • Provide feedback on processes and documentation to improve customer experience • Reproduce workflows by mirroring or using real customer configurations • Mentor and train junior technical support staff on technical and procedural matters • Provide unapologetic “customer obsessed” service and support • Shift: 2nd covering EU

• Act as the primary technical escalation point for customer support issues related to API usage, model behavior, performance, and reliability. • Troubleshoot complex technical problems across the full request lifecycle (client → API → model provider → response). • Investigate logs, metrics, and error traces to identify root causes and reproduce issues where needed. • Coordinate closely with engineering during incidents, bugs, or performance degradations. • Communicate clearly and calmly with customers during incidents, including status updates and resolution summaries. • Help customers understand platform behavior, limitations, and best practices. • Contribute to support documentation, troubleshooting guides, and internal playbooks. • Identify recurring issues, perform root-cause analysis, and proactively propose improvements to tooling, processes, documentation, or (where appropriate) contribute small fixes to reduce repeat issues. • Stay up to date on supported models, provider changes, and platform capabilities to guide customers appropriately. • Work closely with Engineering, Product, Customer Success, and Partnerships to resolve issues and translate customer feedback into actionable technical insights.

• Provide technical support through inbound tickets, calls, and emails • Troubleshoot and resolve networking issues across Cisco and Cisco Meraki environments • Support end users and client IT teams in a fast-paced service environment • Configure and troubleshoot VLANs, firewall rules, VPNs, routing, DNS, DHCP, and wireless networking issues • Work within Zendesk and ticketing systems to manage incidents and service requests • Escalate complex technical issues when necessary while maintaining clear communication with clients • Collaborate with senior engineers on network troubleshooting and operational improvements • Maintain professionalism and calm communication during high-pressure situations