Support Engineer, IT Systems

the team scales. Hands-on administration experience with any of the following is a plus, but not required. We'll invest in training and ramp time for the right candidate (Jamf, Google Workspace, Slack or 1Password). Things You'll Do Zapier is a fast-growing and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do: Deliver great support (primary focus): Serve as the first point of contact for IT support requests across Zapier's global employee base, with a focus on AU/NZL coverage hours. Troubleshoot and resolve hardware (Mac), software, and access issues for our employees. Perform user account management as part of onboarding and offboarding workflows. Handle common endpoint tasks using Jamf (device enrollment, basic troubleshooting, account unlocks). Triage and escalate complex issues to senior team members where appropriate. Improve the support experience (core pillar): Identify recurring issues and build runbooks, help articles, and self-service resources to reduce repeat ticket volume. Surface patterns and feedback from the frontline to help

the team continuously improve IT processes and tooling. Contribute to ZapIT (Zapier's internal IT helpdesk platform) by flagging gaps and helping test improvements. Measure and track support quality and look for ways to improve response times and resolution rates. Light engineering (growth area): Assist with SSO/SAML application integrations using established playbooks. Build and maintain simple automation workflows in Okta Workflows and Zapier to reduce manual IT tasks. Work with dozens of SaaS tools including Google Workspace, Jira, Slack, 1Password, Zoom, and more. How to Apply At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity. We're looking for the best fit for each of our roles, regardless of the type of education or companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional. After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter! Zapier is an equal-opportunity employer and we're excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone's identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base. Zapier is committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact [email protected]. Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working. Application Deadline: The anticipated application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later, or if the position is filled. Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working.

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