Support Engineer, IT Systems at Zapier

Imagine a world where your daily tasks are simpler, more efficient, and truly allow you to focus on what matters. That's the world Zapier is building, one automation at a time. We help millions elevate their businesses and personal productivity, and we're looking for someone special to join our journey. If you love diving deep into IT systems, solving puzzles with a smile, and empowering a global team to do their best work, then keep reading. We need a bright and proactive Support Engineer to be the friendly face and expert mind behind our internal IT experience. This is a chance to make a tangible impact every single day, improving how Zapier's distributed team connects and creates.

Overview

Zapier is on a mission to make everyone more productive at work through the power of automation. Our team is fully remote and distributed across the globe, believing that talent knows no geographical bounds. As our new Support Engineer, IT Systems, you will be a vital part of a growing team, directly shaping and enhancing the IT support experience for Zapier employees. This role puts you at the front lines, working closely with our Engineering, People Operations, and Security teams to swiftly resolve issues, identify emerging patterns, and continually elevate our support standards. You will contribute to a culture where using AI tools responsibly is encouraged, and where your input helps us all work smarter, not just harder. While this is a worldwide remote opportunity, this particular role is particularly suited for candidates in time zones compatible with Australia or New Zealand, to best support our team's needs in that region.

Key Responsibilities

Provide exceptional front-line IT support to Zapier employees globally, addressing hardware, software, and network issues efficiently.
Diagnose and troubleshoot complex technical problems, ensuring minimal disruption to employee productivity.
Onboard new employees with necessary hardware and software, ensuring a smooth start to their Zapier journey.
Collaborate with engineering and security teams to implement system improvements and maintain high security standards.
Develop and update internal documentation, creating a comprehensive knowledge base for common issues and solutions.
Actively monitor IT systems for potential problems, proactively addressing them before they impact users.
Participate in IT projects, contributing to the development and deployment of new tools and systems.
Identify recurring issues and work towards root cause analysis, implementing long-term solutions.
Manage asset inventory, ensuring accurate tracking of all company hardware and software.

Requirements

Proven experience in an IT support role, ideally within a globally distributed or remote organization.
Strong understanding of operating systems like macOS, Windows, and Linux.
Familiarity with cloud-based productivity suites (e.g., Google Workspace, Slack) and remote collaboration tools.
Excellent problem-solving skills with a keen eye for detail.
Outstanding communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
A proactive mindset, eager to learn new technologies and improve processes.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Experience with IT security best practices and data privacy principles.
A passion for automation and making work more efficient.

What You'll Gain

Be part of a pioneering company that genuinely values automation and innovation.
Work in a fully remote environment, giving you the flexibility to work from where you thrive.
A culture that encourages continuous learning and professional development, with opportunities to grow your skills.
The chance to directly impact the productivity and happiness of a diverse, global team.
Collaborate with talented individuals across various departments, from engineering to people operations.
Competitive salary and benefits, reflecting your expertise and contribution.
A supportive and inclusive work environment where your ideas are heard and valued.