Zapier
Support Engineer, IT Systems
Remote Customer Operations role with clear candidate location fit.
PostedJun 19, 2026
Eligible countries19 accepted countries
Seniority signalOpen level
Work settingRemote
Accepted candidate locations
Role overview
Support Engineer, IT Systems
Requirements and responsibilities
Readable role content extracted into sections for faster review.
Our Commitment to Applicants
- Our Commitment to Applicants
- Culture and Values at Zapier
- Zapier Guide to Remote Work
- Zapier Code of Conduct
- Diversity and Inclusivity at Zapier
About You
- Experienced IT support professional. We're looking for 2+ years of direct hands-on experience delivering IT support in a corporate environment, including hands-on Okta administration. Experience supporting macOS is a strong plus.
- Empathetic and service-oriented. You genuinely enjoy helping people and take pride in delivering a fast, friendly, and effective support experience. In a fully remote environment where support happens over Slack, you understand that how you communicate matters as much as what you communicate. You meet employees where they are, stay patient under pressure, and leave every interaction better than you found it.
- A pattern-spotter. You don't just close tickets -- you notice when the same issue keeps coming up and you do something about it. You look for opportunities to eliminate repeat work through documentation, automation, or process improvement.
- Excellent communicator. We're a 100% remote team, and writing is our primary means of communication at Zapier. Clear, async communication is essential.
- Relationship-driven. You understand that trust is built one interaction at a time, and you treat every support request as an opportunity to earn it.
- Self-directed and comfortable with ambiguity. As part of a distributed team operating in a unique timezone, you are trusted to manage your own workload with minimal supervision and escalate early when needed. This is a net-new region for Zapier IT, and we're looking for someone who is energized by expanding an established foundation into new territory and committed to continuous improvement in how support gets delivered.
- Growth-oriented. You're eager to grow your technical skills over time and excited by the opportunity to take on more as 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
- 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.
Things You'll Do
- 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.
Things You'll Do
- 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.
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