IT Engineer

BetterCloud is the market leader for SaaS Operations, enabling IT professionals to transform their employee experience, maximize operational efficiency, and centralize data protection. With no-code automation enabling zero-touch workflows, thousands of forward-thinking organizations like Twitch, Oscar Health, and Cloud Factory now rely on BetterCloud to automate processes and policies across their cloud application portfolio.

With 10+ years of experience pioneering the SaaS Operations movement, BetterCloud now serves the world’s largest community of SaaSOps experts. As host of Altitude, the industry’s leading SaaSOps event, and publisher of The State of SaaSOps Report, the category’s definitive market research, BetterCloud is recognized by customers (G2) and leading analyst firms (Gartner and Forrester) as the market leader in SaaS Operations. 

This role is based out of our new and exciting Mexico City Office. Mexico City is our first office outside of the US, and you’ll be one of the first employees there, helping us build the office from scratch and shape an amazing culture.  We’re headquartered in New York City, with a large presence in Atlanta, GA, as well as innovation hubs & remote talent across the U.S. BetterCloud is backed, among others, by some of the best technology investors Vista Equity Partners, Warburg Pincus, Bain Capital, and Accel.

As a BetterCloud IT Engineer you will provide world-class support to our fast-growing team. We are cloud-only and use “Best of Breed” SaaS applications. Our IT team works strategically with all areas of the business, and continually looks to embed deeper with other departments to help them achieve greatness. If you are eager to learn and want to accomplish challenging goals, we are excited to have you join us!

About You

• An IT practitioner with a minimum of 1 year experience providing support in a corporate environment across various operating systems, SaaS applications, mobile platforms, office networking, and audio-visual and conference room equipment.
• A team player with a positive attitude who has a drive to connect with people, can decipher their problems, and eagerly finds solutions for them to boost efficiency and earn trust.
• A detail-oriented problem solver who is methodical about troubleshooting and documentation.
• Someone who is always asking “How can we do this better? How can we improve?” and does not lean on the status-quo.
• You love to learn and to take others on the journey with you.

Bonus Points:

• Important note: You do not need to have experience in all of these areas, but any experience you do have is beneficial. Although we list out what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great fit. Don’t stop yourself from applying just because you don’t check off every box.

• Automation: You hate doing repetitive tasks. We hate doing repetitive tasks. You’ve used robotic process automation (RPA), integration platforms as a service (iPaaS), Zapier, BetterCloud 😀, or any other workflow platform to eliminate manual tasks.

• Identity management: You’ve administered identity providers (IdP) like Okta, Google Workspace, or Azure AD and have an understanding of SSO, SAML, and SCIM provisioning.
• You have experience with MDM solutions (Jamf, Intune, Airwatch, etc).
• Our tech stack consists of: BetterCloud, Google Workspace, Okta, Office 365, Jamf & Intune MDM, Jira, Slack, Zoom, Google Meet, Zendesk, Zscaler, Tenable, LastPass, AWS, GCP, ...and more!

What You’ll Do 

• Provide IT support during the G2 Track acquisition technical transition with kindness, empathy, and understanding.
• Assist with the IT needs of our employees in India and Ukraine that joined BetterCloud as part of the acquisition.
• Support Security with IT-related work needed to enhance the security policies and compliance as a result of the acquisition in order to maintain security certifications. 
• Onboard new employees as a result of the acquisition, provision their software and hardware, and ensure they have the tech they need by Day 1. Research shows that organizations with a strong onboarding process improve new hire retention by 82% and productivity by over 70% (Glassdoor, 2015).
• Help identify and automate manual processes to improve speed, consistency, security, accuracy, and to free up time for the things humans are good at. BetterCloud IT operates with an “automation first” mindset.
• Keep office infrastructure like video conferencing equipment, phones, printers, and network gear running smoothly for a great employee experience.
• Contribute to help desk documentation so that we have standardized processes and users are empowered to help themselves.
• Help maintain inventory of BetterCloud-owned technology.
• Occasionally work evenings and weekends in order to perform maintenance or make changes off-hours.
  
  

Note: This is a fixed-term role with an end date of January 31st, 2025, to help with the increase in IT work resulting from BetterCloud’s acquisition of G2 Track.

Goals

In your first week, you will have…

• completed our 4-day universal onboarding program, BetterBeginnings 
• met with your manager 1:1
• met your team
• gained access to the tools and resources necessary to be successful in your new role 

In your first 30 days, you will have…

• completed your department’s functional onboarding program 
• met and collaborated with your team 
• identified projects and tasks that you’ll dive into moving forward 

In your first 60 days, you will have…

• completed support tickets on your own
• learned how to onboard and offboard a new employee per our processes
• learned how to purchase and recover laptops for/from employees
  
  What We Offer
  
  
• Hybrid work model with up to 2 days per week working from home*
• Generous PTO policy plus paid mental health days
• Seguro de Gastos Médicos Mayores, Seguro de Asistencia Médica, Vision Insurance, Dental Insurance, Life Insurance and dedicated mental health resources
• Financial wellness support and one-time WFH stipend
• Plus more… Think events, killer swag, and a strong BetterCloud Community!