IT and Technical Support Specialist

The Role

This role combines internal IT systems ownership with escalated technical support for creators. You will manage the systems the team uses daily—Google Workspace, Slack, Google Drive, 1Password, device management, and Vanta checks supporting the SOC 2 audit—and investigate complex technical issues affecting creators’ shops.

You will reproduce issues; determine whether they stem from configuration, permissions, integrations, or genuine bugs; resolve them or escalate them to engineering with complete technical detail; and document the outcome. For roughly the first six months, the role will lean toward internal IT and SOC 2-related device and access work; afterward, it will take on more escalated creator support.

This role is hybrid, with an expectation of working from the Poznań HQ at least 2–4 days per week.

What you’ll do

• Own internal tooling, including Google Workspace, Slack, Google Drive, 1Password, and the wider SaaS stack: accounts, groups, permissions, and joiner-mover-leaver processes.
• Keep the device fleet compliant through device management and Vanta checks, including monitoring, disk encryption, and OS updates; follow up on non-compliant devices as required for SOC 2 audit evidence.
• Manage access and identity: provisioning, SSO, VPN, and shared credentials internally, and troubleshoot creator integration failures involving OAuth, API keys, or expired sessions.
• Investigate escalated Zendesk tickets using logs, admin tooling, and system behavior.
• Create structured Jira bug reports with sufficient technical detail for engineering to act on.
• Own follow-up internally and externally until issues are fully resolved.
• Create internal runbooks and creator-facing support documentation.
• Monitor shops for potential fraud and flag policy violations.
• Use AI tools to improve the efficiency of this work.

What we’re looking for

• 2–4 years in IT support, technical support, or systems administration, ideally supporting both internal colleagues and external customers.
• Hands-on administration of some of the following: Google Workspace or Microsoft 365, Slack, 1Password or a comparable password manager, MDM tools such as Jamf, Intune, or Kandji, and an SSO or identity provider.
• Excellent written English that is clear, calm, and helpful.
• Ability to read logs and test APIs to diagnose issues using Postman or Swagger/OpenAPI.
• Understanding of authentication and authorization concepts, including OAuth2, API keys, session keys, and cookies.
• Working knowledge of DNS, CDN, and caching behavior.
• Basic HTML, CSS, JavaScript, and DOM literacy for diagnosing storefront issues.
• Strong analytical problem-solving skills, including the ability to replicate issues and document them precisely.
• Experience with Zendesk, Jira, or similar platforms.
• An organized, curious, and proactive approach.
• An AI-first mindset, using tools such as Zapier, N8N, or similar tools safely to solve or simplify tasks.
• Responsible handling of access requests and device-compliance data, with sound judgment about when to ask before acting.
• Willingness to follow up politely and persistently until compliance work is complete.

Bonus points

• Hands-on experience with Vanta, Drata, or another compliance automation platform.
• Exposure to SOC 2, ISO 27001, or another audit process.
• Familiarity with observability tools such as Grafana, Elasticsearch, Kibana, or Loki.
• Scripting experience, such as Python, especially for automating work across SaaS APIs.
• Experience running an online shop or supporting creators, merchants, or small business owners.
• Interest in security and vulnerability disclosure programs.

The Benefits

• Salary of 8,000.00–12,350.00 PLN monthly under a B2B arrangement or Employment Contract.
• Equity in a US-based company.
• Collaboration with engineers who support technical skill development.
• Opportunity to specialize toward IT and security or platform and product support.

Join Us

This role is suited to someone curious about how systems work, who enjoys solving problems and communicates clearly with technical and non-technical audiences.

Please send a CV as a PDF. In the cover letter, describe recent experiences using AI to support your work and include salary expectations.

Qualified candidates are encouraged to apply even if they meet most, but not all, requirements.

The Interview Process

• CV review and quick phone call.
• A short video introducing the team.
• A remote practical exercise in two parts—internal IT triage and a creator escalation—completed at a chosen time, taking about two hours in total.
• Team review of the exercise.
• Review call of 45 minutes.