Updater - IT Engineer
Requirements
• 1–3 years of IT support, helpdesk, or end-user technology experience in a professional environment (internships, MSP, or college IT roles count). • Working familiarity with end-user support across macOS and Windows. • Hands-on exposure to at least some of: an identity provider (Okta or equivalent), Google Workspace administration, Slack, Atlassian (Jira / Confluence), and an ITSM platform (Freshservice, ServiceNow, Zendesk, or similar). • Demonstrated ability to write clear technical documentation — work samples, internal wiki contributions, or published help articles. • Comfort using AI assistants (Claude, ChatGPT, Copilot, Gemini, or similar) as part of day-to-day work. • Excellent communication skills, verbal and written, with the ability to translate technical concepts for non-technical audiences. • Familiarity or experience with AI governance frameworks, AI red-teaming, or AI-enabled application development. • Hands-on familiarity with macOS and Windows endpoint environments. • Working knowledge of identity management (Okta or equivalent), Google Workspace, Slack Enterprise, Atlassian (Jira and Confluence), and ITSM platforms (Freshservice, ServiceNow, Zendesk, or similar). • Ability to author structured, machine-readable documentation for both human and AI consumption. • Comfort using AI assistants (Claude, ChatGPT, Copilot, Gemini, or similar) as a standard part of daily workflows. • Bonus: scripting exposure (Bash, Python, PowerShell); compliance exposure (SOC 2, ISO 27001, ISO 42001, NIST); prior ownership of a knowledge base or documentation program. • Relevant certifications a plus: CompTIA A+, Network+, Google Workspace Administrator, Okta Certified Professional, ITIL Foundation, or similar. • Ways of Working • Ways of Working • You treat the Helpdesk as the front door of IT, and you want to be the person standing at it. End-user empathy and clear communication come naturally to you across every level of the company. • You are a strong technical writer. You can take a debugging session you just ran and turn it into a document that someone else — or an LLM — can follow without you in the room. • You see AI tools as a working partner, not a threat. You are curious about how to make documentation, runbooks, and IT processes more useful with AI. • You are organized and detail-oriented. Tickets, documentation, and access records all reflect your care for accuracy. • You are a self-starter who prefers to be pointed in a direction and given freedom to figure it out, and you ask questions when you need to. • You are intellectually curious and quick to learn anything. • You want to grow. You are looking for a role that begins at the Helpdesk and stretches into real SaaS administration over time.
Responsibilities
• Helpdesk Operations • Helpdesk Operations • Serve as the first point of contact for all IT support requests at Updater, triage Freshservice tickets, and resolve Tier 1/2 issues with clear, friendly communication. • Provide white-glove end-user support across macOS and Windows endpoints, Iru (MDM), , Microsoft Intune, Okta SSO, Google Workspace, Slack Enterprise, Zoom, and the Atlassian suite. • Own the day-to-day ticket queue: response and resolution SLAs, accurate categorization, escalation to Tier 3/4 teammates as needed, and clean ticket hygiene to keep the Helpdesk auditable. • Support employee onboarding, offboarding, and hardware lifecycle in coordination with the Senior IT Engineer (Device Management). • Surface recurring issues and friction points back to the IT team so they can be solved at the root rather than re-resolved one ticket at a time. • IT Knowledge Management • Lead Updater’s IT knowledge management program — establishing the standard for how IT documents what it knows and driving adoption across the team. • Take ownership of our Confluence and Helpdesk knowledge bases: runbooks, troubleshooting guides, SaaS administration procedures, onboarding/offboarding playbooks, and end-user-facing help articles. • Author documentation that is structured, consistent, and machine-readable, so that both employees and the AI assistants they use (Claude, ChatGPT, Copilot, Gemini) can reliably retrieve and apply it. • Partner with the Director, IT & Business Process Transformation, on the AI at Updater Confluence space and the AI Education Resource Hub, ensuring that IT-authored content serves as a canonical reference for the company. • Treat every ticket and every system change as a documentation opportunity — capture what was learned, publish it, and reduce the long-tail rate of repeated questions. • Maintain the freshness of existing knowledge by auditing, retiring, and rewriting content continuously as the IT environment evolves. • Tier 2 Systems Administration • Grow into hands-on administration of Updater’s SaaS stack, including Okta (group, rule, and policy management), Google Workspace, Slack Enterprise Grid, Atlassian (Jira and Confluence), Zoom, Iru, Microsoft Intune and Freshservice. • Execute routine SaaS administration tasks — provisioning, de-provisioning, license management, permission changes, and lifecycle hygiene — with accuracy and a documentation-first habit. • Support change management and access reviews in partnership with the IT Systems Architect and the Security team, contributing to Updater’s ISO 42001 certification posture. • Assist with rollout, configuration, and ongoing administration of new SaaS tools as Updater’s environment evolves.
Benefits
• This posting is anticipated to remain open until 7/31/2026. The new hire salary range for this position is $80,000 - $100,000 annually. Factors which may affect the starting pay within this range include skills, experience, and other qualifications aligned with Updater's internal leveling guidelines. • Updater is a leading technology platform helping major brands acquire and retain customers at scale. We are on a mission to power millions of complex transactions through intelligent, autonomous systems. By combining deep integrations, real-world data, and purpose-built AI agents, we’re transforming fragmented purchasing workflows into seamless, automated experiences – freeing businesses and consumers from operational friction and enabling a new standard of speed, accuracy, and scale. • Updater has raised over $450 million from leading investors, including SoftBank Capital, Vista Credit Partners, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more. For more information, please visit www.updater.com.
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