Tech Support Level II

Job Description

Job Description – IT Support Specialist (Outsourced, Remote) About Us Pipe17 is a fast-growing SaaS company that simplifies commerce operations for brands and retailers. As we scale, we are looking for a dedicated IT Support Specialist to provide hands-on technical support for our distributed team. This role is outsourced, remote, and requires coverage in a US-friendly timezone. Role Summary The IT Support Specialist will be the first line of support for day-to-day IT requests, access management, and troubleshooting. You’ll help ensure smooth operations by managing accounts, resetting credentials, and maintaining security processes (especially related to SOC2 compliance). The role requires a proactive problem-solver who can handle urgent requests quickly while documenting all actions in line with compliance requirements. Key Responsibilities User Support

• Respond to employee IT requests (password resets, MFA / 2FA issues, access to systems like GitLab, Google Workspace, Slack, etc.).
• Provide timely resolution for urgent cases that may impact operations (e.g., lost authentication access).
• Support onboarding / offboarding of employees (device setup, system access, account deactivation). Access & Security Administration
• Act as administrator for key systems (Google Workspace, Okta / SSO, GitLab, etc.).
• Manage role-based access control and permissions, ensuring least-privilege access policies.
• Document and process all access requests in line with SOC2 compliance requirements. System & Device Management
• Assist with configuration and troubleshooting of laptops, VPN, productivity apps, and collaboration tools.
• Monitor and support endpoint security policies (MFA, patching, encryption).
• Maintain IT asset inventory (laptops, accounts, licenses). Process & Compliance
• Follow IT request handling workflows required for SOC2 compliance.
• Document incidents, resolutions, and approvals for audit readiness.
• Identify recurring IT issues and propose process or tooling improvements. Qualifications
• 3+ years of IT support, help desk, or system administration experience.
• Experience with Google Workspace administration (G-Suite super admin access).
• Familiarity with MFA / 2FA tools, identity management, and role-based access controls.
• Strong troubleshooting skills across SaaS applications, cloud tools, and endpoint devices.
• Knowledge of SOC2 compliance requirements is a strong plus.
• Excellent communication skills; ability to handle requests with patience and clarity.
• Must be able to work in a US-friendly timezone. Benefits
• Competitive outsourced compensation.
• Remote-first role with flexible working hours.
• Opportunity to build scalable IT processes at a fast-growing SaaS company.
• Exposure to SOC2-compliant IT and security best practices.

Requirements