IT Support Engineer L2

About the role

Fundraise Up is seeking a proactive, security‑focused IT Support Engineer (Level 2) to join its global support team. You will handle complex technical escalations, manage access governance and SaaS administration, and help improve the company’s security posture through automation.

Key responsibilities

• Take ownership of L1 escalations: intake, triage, diagnosis and resolution within agreed SLAs.
• Perform onboarding and off‑boarding tasks, including account creation, de‑provisioning, MDM enrollment and laptop setup.
• Respond to security incidents such as phishing, account compromise, lost or stolen devices, and malware, following documented playbooks.
• Administer corporate SaaS tools, provision access, and support integrations and alerts from monitoring systems.
• Develop and maintain automation scripts and integrations to streamline repetitive processes.

Required profile

• Strong analytical mindset with a focus on security and process improvement.
• Experience handling technical support tickets and incident response in a distributed environment.
• Ability to work across time zones and communicate clearly in English.
• Fluent in Russian and English.

Required skills

• Knowledge of SaaS administration and access governance.
• Familiarity with MDM solutions and endpoint security practices.
• Experience with automation tools or scripting languages.