Be the face of IT in North America: serve as the primary point of contact for all technology-related needs during US working hours, delivering responsive, high-quality support to end users.
Troubleshoot and resolve a wide range of issues, including application access, license provisioning, SSO and identity management, device management, and day-to-day productivity tooling.
Own the new hire onboarding and offboarding experience for the North America region — ensuring every new team member has a seamless Day 1 and every departure is handled securely and efficiently.
Manage and resolve escalations end-to-end, taking full ownership from diagnosis through resolution and root-cause documentation.
Act as a strategic IT business partner to US-based teams, particularly GTM, Sales, and Marketing, understanding their workflows and proactively improving their technology experience.
Liaison with regional stakeholders to gather feedback, identify pain points, and translate them into actionable IT improvements.
Partner with cross-functional teams on their initiatives, embedding IT perspective into business projects and ensuring technology enables rather than blocks progress.
Identify repetitive tasks and recurring issues, then design and implement automations to eliminate them — leveraging scripting, workflow tools, and AI where appropriate.
Apply a root-cause mindset: don’t just fix the symptom — find and address the underlying problem so it doesn’t recur.
Contribute to IT initiatives and projects across the broader IT team, bringing a builder’s perspective to improve systems, processes, and the overall IT operating model.
Explore and implement AI-powered solutions to enhance IT service delivery, reduce resolution times, and improve the end-user experience.
Support SaaS application management, including license tracking, cost optimization, usage analysis, and vendor coordination.
Manage IT asset inventory for the North America region, ensuring hardware and software are tracked, maintained, and refreshed appropriately.
Contribute to compliance and security initiatives by maintaining accurate records and following established IT policies and controls.
Requirements
3+ years of experience in IT engineering, IT operations, or a similar systems/infrastructure support role.
Strong hands-on experience with identity and access management, specifically Okta (or a comparable IdP), including SSO, SCIM provisioning, lifecycle management, and group/policy configuration.
Experience with endpoint management tools — Jamf (macOS) and Microsoft Intune (Windows) — including device enrollment, policy deployment, and troubleshooting.
Proficiency with SaaS productivity and collaboration tools: Google Workspace, Slack, Zoom, Atlassian (Jira/Confluence), and similar platforms.
A deep ownership mindset — you treat the region’s IT experience as your product, not just a queue of tickets.
An automation-first mentality — you instinctively look for ways to script, automate, and eliminate toil rather than repeating manual work.
Strong problem-solving skills with a bias toward finding and fixing root causes, not just symptoms.
Excellent communication and interpersonal skills — you’re comfortable being the go-to person for a region and can build trust with stakeholders at all levels.
Experience managing employee onboarding and offboarding processes from an IT perspective.
Ability to work independently and exercise strong judgment as the sole IT representative in the region.
Tech Stack
Jamf
MacOS
Benefits
Health & Wellness: From Day‑1 health, dental, vision, and mental health to pet‑care perks and flexible health stipends, we design benefits offerings that lead in each country we're in.
Flexible Time Off & Leave Policies: We trust you to own your energy: flexible time off and modern leave so you can unplug properly, support yourself and your loved ones, and come back ready to drive an impact.
Accelerated Growth & Learning: Develop at an uncommon velocity through cutting-edge tech, complex implementations, and an experienced team that values mastery.
AI Native Culture: Atlan is where AI-native builders come to build the systems the future of work will run on. AI isn’t an add-on, it’s woven into how we build, think, and work every day, empowering every Atlanian to move faster and create a bigger impact.
Global, Remote-First, High-Trust: Work from anywhere with a diverse team across 15+ countries, in a trust-first, async environment that gives you true flexibility and ownership over how you work.