What we’re looking for: 

You will be joining a highly motivated IT team that is responsible for all aspects of internal corporate infrastructure.  We are all about customer service and enabling our staff to do their jobs without technology slowing them down.  You will need to bring not only your technical skills to bear, but also your willingness to take on all challenges big and small. More importantly, you'll need a positive focus on customer care, great attitude, excellent communication skills, and a craving for learning.

Sift’s Headquarters is in San Francisco and throughout the United States.  However our European teams have all been growing significantly and we are looking for somebody to join the IT Support team and help us better tailor our support to local needs.  This role does require some presence in the office to support events and conference infrastructure, however working from home is fully embraced by the team & team’s leadership. There will be some opportunities for travel as covid risks fade.

Most of our staff run mac laptops and we support Windows just as well.  We are a Google Workplaces company and leverage many of the usual enterprise grade SaaS apps including Okta, Slack, Zoom, Jira & Confluence.  

What you’ll do:

  • Be curious, and always learning
  • Primary contact for EMEA IT support, working with HQ to tailor support to local needs
  • Evaluate, triage and resolve global inbound support requests
  • Provide amazing technical support in a user-friendly and professional manner across all channels (in-person, Slack, Jira, email and sometimes even via phone)
  • Work with global staff to troubleshooting and resolving issues
  • Maintain equipment asset management, set-up and configuration of new hire computers, and assist with systems changes as it relates to new hires 
  • Assist with creating and maintaining  IT helpdesk articles to enhance "self-service" efforts and the internal IT knowledge base
  • Keep current with the latest technologies and best practices with regards to IT support, security, and operations
  • Administer core IT systems like Okta, Jamf, Google Apps, Zoom

What would make you a strong fit:

  • Extensive experience supporting Mac software & hardware
  • True passion to deliver amazing customer support
  • Excellent verbal and written communication skills, Fluent in written and spoken English
  • A love for learning and technology, you will be helping to set new processes & services
  • Always willing help others, and also not afraid to ask for help
  • Ability to troubleshoot and diagnose technical problems using a consistent methodology
  • Able to juggle multiple priorities focused on providing stellar customer service
  • Minimum 3+ years of IT experience in providing exceptional hands-on support
  • Able to lift 40lbs, and physically setup/tear-down office & conference room tech

Bonus points: 

  • Experience working as part of a globally distributed IT team
  • Administration experience or certification for any of the following tools
    • Jira Service Desk, Google Workplaces, Bettercloud, Slack, Okta
  • Familiarity with endpoint management (Jamf, Intune)
  • Any non-english language skills (optimally: Gaeilge, Italian, Ukrainian, Mandarin)

A little about us:

Sift is the leading innovator in Digital Trust & Safety.  Hundreds of disruptive, forward-thinking companies like Zillow, and Twitter trust Sift to deliver outstanding customer experience while preventing fraud and abuse.

The Sift engine powers Digital Trust & Safety by helping companies stop fraud before it happens. But it’s not just another anti-fraud platform: Sift enables businesses to tailor experiences to each customer according to the risk they pose. That means fraudsters experience friction, but honest users do not. By drawing on insights from our global network of customers, Sift allows businesses to scale, win, and thrive in the digital era.

Benefits and Perks:

  • Competitive total compensation package
  • 401k plan
  • Medical, dental and vision coverage
  • Wellness reimbursement
  • Education reimbursement
  • Flexible time off

Sift is an equal opportunity employer. We make better decisions as a business when we can harness diversity in our experience, data, and background. Sift is working toward building a team that represents the worldwide customers that we serve, inclusive of people from all walks of life who can bring their full selves to work every day.

This document provides transparency around the way in which Sift handles personal data of job applicants: https://sift.com/recruitment-privacy

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