IT Engineer at Updater

About the Role

Updater is looking for an IT Engineer to join our IT team. This position serves as the primary point of contact for the Updater Helpdesk, spearheads our IT knowledge management program with a focus on creating documentation for both human employees and AI assistants, and manages Tier 2 systems administration across our SaaS stack. You will report to the Director, IT & Business Process Transformation.

This role is ideal for an IT professional who excels at transforming troubleshooting sessions into clear, reusable documentation, views helpdesk tickets as opportunities for relationship building, and is enthusiastic about using AI to improve IT support efficiency and effectiveness.

Key Responsibilities

Helpdesk Operations

• Act as the initial contact for all IT support requests, triage Freshservice tickets, and resolve Tier 1/2 issues with friendly and clear communication.
• Provide comprehensive end-user support for macOS and Windows endpoints, Iru (MDM), Microsoft Intune, Okta SSO, Google Workspace, Slack Enterprise, Zoom, and the Atlassian suite.
• Manage the daily ticket queue, ensuring response and resolution SLAs are met, accurate categorization, timely escalation to Tier 3/4, and maintaining clean ticket hygiene for auditability.
• Assist with employee onboarding, offboarding, and hardware lifecycle management in collaboration with the Senior IT Engineer (Device Management).
• Identify and report recurring issues and friction points to the IT team for root-cause resolution.

IT Knowledge Management

• Lead Updater’s IT knowledge management program, establishing documentation standards and driving team adoption.
• Take ownership of Confluence and Helpdesk knowledge bases, including runbooks, troubleshooting guides, SaaS administration procedures, onboarding/offboarding playbooks, and end-user help articles.
• Create documentation that is structured, consistent, and machine-readable, enabling reliable retrieval by both employees and AI assistants (Claude, ChatGPT, Copilot, Gemini).
• Collaborate with the Director, IT & Business Process Transformation, on the AI at Updater Confluence space and AI Education Resource Hub, ensuring IT content serves as a company-wide reference.
• Treat all tickets and system changes as documentation opportunities, capturing learnings and publishing them to reduce repeated questions.
• Maintain the currency of existing knowledge through continuous auditing, retiring, and rewriting of content.

Tier 2 Systems Administration

• Develop expertise in 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 such as provisioning, de-provisioning, license management, permission changes, and lifecycle hygiene with accuracy and a focus on documentation.
• Support change management and access reviews in partnership with the IT Systems Architect and Security team, contributing to Updater’s ISO 42001 certification.
• Assist with the rollout, configuration, and administration of new SaaS tools as the IT environment evolves.

Requirements

Experience

• 1-3 years of IT support, helpdesk, or end-user technology experience in a professional setting (internships, MSP, or college IT roles are applicable).
• Working familiarity with end-user support on macOS and Windows.
• Hands-on experience with at least one of the following: 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) in daily work.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Familiarity or experience with AI governance frameworks, AI red-teaming, or AI-enabled application development.

Technical / Functional Skills

• 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 are a plus: CompTIA A+, Network+, Google Workspace Administrator, Okta Certified Professional, ITIL Foundation, or similar.

Ways of Working

• You view the Helpdesk as the primary interface for IT, demonstrating empathy and clear communication across all company levels.
• You are a skilled technical writer, capable of documenting solutions that can be followed independently by others or AI.
• You embrace AI tools as collaborative partners, curious about enhancing documentation and IT processes with AI.
• You are organized and detail-oriented, ensuring accuracy in tickets, documentation, and access records.
• You are a proactive self-starter who thrives with autonomy and asks questions when needed.
• You possess intellectual curiosity and a rapid learning ability.
• You are seeking a role with growth potential, starting in Helpdesk and progressing into SaaS administration.

Compensation & Benefits

• Salary Range: $80,000 - $100,000 annually.
• Benefits: Medical, Dental, and Vision Insurance, Flexible PTO, 13 paid company holidays, Updater Stock Options, 401(k) with employer match, Wellbeing Subsidy, One Medical membership, Virtual on-demand healthcare (Teladoc, Talkspace), FSA, HSA, Supplemental Short & Long Term Disability Insurance, Supplemental Life Insurance, Paid Parental Leave.

About Updater

Updater is a leading technology platform that empowers major brands to acquire and retain customers at scale. Our mission is to drive millions of complex transactions through intelligent, autonomous systems. By integrating deep technical capabilities with real-world data and purpose-built AI agents, we are transforming fragmented purchasing workflows into seamless, automated experiences. This approach frees businesses and consumers from operational friction, establishing a new standard for speed, accuracy, and scale.

Updater has secured over $450 million in funding from prominent investors. Visit www.updater.com for more information.

Updater is an equal opportunity employer. Accommodations are available for candidates with disabilities.