IT Support Engineer

IT Support Engineer

About Subsplash

Subsplash is an exciting award-winning team of 280+ mission-driven people who are committed to our core values of humility, innovation, and excellence. Founded in 2005, we’ve remained family owned and operated while pioneering the market with the first ever church mobile app. Since then, we’ve been working together to build The Ultimate Engagement Platform™ for churches, Christian ministries, non-profits, and businesses around the world. We find excitement in serving our 14,000+ clients, creating impactful products, and delighting the millions of people who use our platform every day. Subsplash has won awards for best mobile experience, been voted top 100 Washington's Best Workplaces by the Puget Sound Business Journal, created some of the most downloaded apps of all time, and built enterprise software for world-class brands like XBOX, Microsoft, Samsung, Expedia, and Cisco; yet, at the end of the day, we love making a lasting impact and a difference in our world.

Working at Subsplash is more than just a job; we are a team of people who are courageous, inventive, and passionate about doing meaningful work every day. Don’t take our word for it—head to Glassdoor and see for yourself!

About the Team

The IT Team at Subsplash is the foundation that maintains all the activities and services that are required to support business functions as well as ensuring proper security across all IT systems. We are passionately focused on delivering delightful support to our internal customers. We achieve this by providing robust day-to-day technical support that empowers our fellow Subsplash employees to perform their best work most often. Beyond daily technical support, our team handles crucial functions such as access management, user provisioning and deprovisioning, new hardware and software setup, and diligently works to keep our dues and subscription spend under budget.

About the Role

The IT Support Engineer is a high-impact role designed to bridge the gap between technical execution and strategic IT operations. Reporting to the Sr. Director of Risk, Compliance & IT, your goal is twofold: provide expert Tier 3 support and, more importantly, pioneer the automated solutions that eliminate recurring issues. You will be the problem-solver who looks at our 4,000+ annual tickets as data points to automate out of existence, rather than just tickets to solve. The secret to this team's success lies in being exceptionally thorough and organized, while maintaining a high level of energy and enthusiasm, and this role embodies these qualities and serves as a model for the team.

Compensation

• The total compensation for this position is between $90,000-$96,000/yr depending on experience level.

Hours

• This role follows a standard schedule of 8:30 AM – 5:00 PM Pacific Time. To ensure strong collaboration and team alignment, we’re prioritizing candidates who are either located in the Pacific Time Zone or are able to work these hours consistently without scheduling conflicts.

Essential Functions of This Role:

1. Systemic Automation & Scaling

• Identity Lifecycle Management: Lead the administration of Okta and Google Workspace. Architect automated provisioning/deprovisioning workflows to ensure security and a "Day 1 ready" onboarding experience.

• Zero-Touch Deployment: Own the Jamf Pro/Intune environment to maintain a Zero-Touch hardware lifecycle, ensuring devices ship directly to users and configure themselves without manual IT intervention.

• Workflow Automation (iPaaS): Identify and implement automation opportunities using tools like Zapier or Workato to bridge gaps between HRIS, Identity, and Communication platforms.

• Ticket Deflection: Proactively identify ticket clusters and implement technical solutions, such as AI-powered Slack bots or API-based scripts, to increase ticket deflection and empower user self-service.

• Endpoint Health: Manage the deployment and health of our security stack via MDM. Act as the internal point of contact for our MDR provider, assisting in the remediation of flagged endpoint vulnerabilities.

2. Advanced Support & Shift Ownership

• PT Operational Coverage: Provide dedicated IT support and oversight during Pacific Time business hours, ensuring consistent service levels for our remote workforce after the ET team concludes their day.

• Advanced Technical Resolution: Serve as a lead technical resource for intricate software, hardware, and SaaS connectivity challenges, utilizing deep diagnostics to find permanent solutions for remote users.

• Virtual Asset Management: Oversee the remote hardware lifecycle and vendor relationships, ensuring hardware procurement and shipping processes are efficient and within budget.

• Digital "Concierge" Support: Provide high-energy, delightful technical support via Slack, web, and remote-access tools, maintaining a strong connection with a distributed team.

3. Documentation & Mentorship

• Standardization: Develop the source of truth for IT processes. Create technical documentation and SOPs that ensure operational consistency across all time zones.

• End-User Empowerment: Design and deliver remote training programs that teach users how to leverage our tech stack effectively, reducing "how-to" inquiries and empowering self-reliance.

Required Education and Experience:

• Experience: 5+ years of progressive IT experience, with a focus on supporting fully remote or distributed teams.

• Identity Management: Deep hands-on experience with Okta (IdM/SSO) in a production environment.

• MDM Expertise: Proficiency in Jamf Pro or Microsoft Intune for remote endpoint management.

• AI & Automation: Demonstrated ability to use AI tools (e.g., ChatGPT, Copilot, or specialized IT bots) to streamline workflows and a proficiency in scripting (Bash or Python) to eliminate repetitive tasks.

• Technical Breadth: Expert-level support for macOS and Google Workspace; comfortable supporting Windows as needed.

Desired Qualifications:

• Advanced Certifications: Jamf Pro (300 or higher), Okta Certified Administrator, or specialized security certifications (e.g., SC-300, GCW).

• Infrastructure as Code & Logic: Familiarity with automation logic or low-code platforms (e.g., Workato, Zapier, Rewatch, or Tines) to create "self-healing" IT workflows.

• Implementation: Hands-on experience deploying or tuning AI-powered service desk tools (e.g., Rovo, Gemini, or specialized LLM-based integrations) to drive ticket deflection.

• Security Frameworks: Practical knowledge of SOC2, ISO 27001, or NIST standards, specifically regarding how IT operations support remote-first compliance.

Location

Subsplash currently has operations in 27 states across the US! As much as we would love to have employees in as many states and countries as we have clients, we are currently limiting hiring to the states we already operate in. As a result of that, this role is only available as a 100% remote position if you reside in one of the following states:

AL, AR, AZ, CO, FL, GA, ID, IA, IN, KS, KY, MO, MI, MN, NC, NM, OK, OH, OR, SC, SD, TN, TX, UT, VA, WA, WY.

We are not sponsoring relocation for this role so unfortunately, if you do not currently reside in one of these states, we are unable to consider your application.

Benefits

Generous Paid Time Off, Medical Coverage, Dental Coverage, Vision Coverage, short and long term disability and life insurance all free of charge, Competitive Compensation, 401k Matching, Professional Development, Top of the Line Equipment, Referral Program, Parental Leave, Family-Friendly Culture, and the chance to work side-by-side with thought leaders in emerging tech

Note: Employment with Subsplash is contingent upon satisfactory proof of employee’s right to work in the U.S., as required by law and upon completion of a basic background check and; employment with Subsplash is considered “at will,” meaning that either the company or the employee may terminate the employment relationship at any time without cause or notice.

Subsplash is an Equal Opportunity Employer. We value all human life as all people are created with equal dignity, value, and worth. We do not discriminate on the ground of race, color, religion, sex, age, disability or national origin, or genetic information in the hiring, retention, or promotion of employees; nor in determining their rank, or the compensation or fringe benefits paid them.

#LI-Remote #BI-Remote