About the role
Contract IT Specialist About Customer.io Over 9,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data. Overview Hi, I'm Al Shvarts, Senior Manager, IT, and I'm looking for a part-time Sr. IT Specialist contractor to join our globally distributed IT team as we scale. This is a hands-on role focused on keeping our people productive and our systems secure across a fully remote, SaaS-first environment. You'll execute day-to-day support, improve and automate lifecycle workflows, and contribute to our security and compliance posture through reliable operational follow-through. This is a great opportunity to get exposure to IT operations at a fast-growing SaaS company, with a clear path to full-time conversion based on performance and business need. Some of the things you'll do - Own tier 1-2 support across hardware, software, SaaS apps, and remote connectivity, with a customer-service-first mindset - Execute employee lifecycle workflows (onboarding, offboarding, role changes) and improve assigned steps through automation and process refinement - Administer identity and access management: provisioning, SSO, group and role-based access across core systems - Maintain day-to-day device fleet health via MDM (device compliance, endpoint protection, patching, configuration) - Support SOC 2, ISO, and HIPAA compliance through evidence collection, access review prep, and control adherence - Work across our core tools - Okta (or similar), Jira, Notion, Linear - to triage, track, and resolve requests - Create and update operational documentation for owned workflows - Partner with People, Security, and Engineering on cross-functional projects About You - Self-starter with a customer-service-first mindset, just as focused on user happiness as on policy - Automation-minded - you fix it once, then make it self-serve - Comfortable moving fast in a still-being-defined environment; you want variety and ownership, not the same day on repeat - Clear communicator who documents well and escalates program-level gaps or decisions rather than sitting on them What we're looking for - 3-5 years in IT support, systems administration, or IT operations, ideally at another B2B SaaS or tech company - Hands-on experience with MDM solutions (Kandji, Jamf, Intune, or similar) - Experience with identity and access management (Okta strongly preferred), SSO, and role-based access - bonus if you've helped build an access framework, not just operated inside one - Demonstrated experience building automation to reduce manual IT work (scripting, workflow tools, or provisioning platforms) - Experience supporting SOC 2, ISO, or HIPAA activities (access reviews, evidence gathering, control adherence); familiarity with audit tooling is a plus, direct program ownership is not required - Comfortable working across multiple ticketing/workflow systems and adapting to new tooling quickly - Strong troubleshooting on macOS (Windows a plus) Interview Plan - minute Zoom call with call with Recruiter - 30-minute call with Hiring Manager - 45-minute Technical Interview with Peer Logistics - Hours: Full-time (40 hrs/week), PST preferred - Rate: $45-$50/hour - Location: Remote, US-based - Contract: 3-months All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process. Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact. Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact [email protected]. Americas Remote
Key responsibilities
- check_circleCollaborate with the team on day-to-day project tasks
- check_circleLearn tools and processes used by the organization
- check_circleDocument work and participate in team meetings
- check_circleSupport quality checks and continuous improvement
Requirements
- check_circleOwn tier 1-2 support across hardware, software, SaaS apps, and remote connectivity, with a customer-service-first mindset
- check_circleExecute employee lifecycle workflows (onboarding, offboarding, role changes) and improve assigned steps through automation and process refinement
- check_circleAdminister identity and access management: provisioning, SSO, group and role-based access across core systems
- check_circleMaintain day-to-day device fleet health via MDM (device compliance, endpoint protection, patching, configuration)
- check_circleSupport SOC 2, ISO, and HIPAA compliance through evidence collection, access review prep, and control adherence
- check_circleWork across our core tools - Okta (or similar), Jira, Notion, Linear - to triage, track, and resolve requests
- check_circleCreate and update operational documentation for owned workflows
- check_circlePartner with People, Security, and Engineering on cross-functional projects
- check_circleSelf-starter with a customer-service-first mindset, just as focused on user happiness as on policy
- check_circleAutomation-minded - you fix it once, then make it self-serve
- check_circleComfortable moving fast in a still-being-defined environment; you want variety and ownership, not the same day on repeat
- check_circleClear communicator who documents well and escalates program-level gaps or decisions rather than sitting on them
Skills & keywords
Benefits & perks
- check_circleMentorship
- check_circleCertificate of completion
- check_circleFlexible work arrangement where applicable