Technical Support Specialist supporting Greenhouse customers through email, chat, and video. Troubleshooting hiring - platform issues and guiding product improvements.
About the role
- IT Lead owning multi-site networks, SSO modernization, and AI integrations at Trulioo, a global digital identity verification platform. Guiding IT operations from Vancouver on a three-day hybrid schedule.
Responsibilities
- Own the global network across the Vancouver, San Diego, and Dublin offices using the Cisco Meraki stack
- Lead evaluation and modernization of remote access and network access architecture
- Provide technical guidance to the IT team
- Advise senior systems administrators on network, architecture, and tooling decisions
- Support team members with technical questions and troubleshooting across networking, endpoint management, identity, and asset tracking
- Drive the SSO integration roadmap across remaining applications
- Partner with the platform owner to prioritize, sequence, and complete integrations
- Own queue health, SLAs, and escalation paths
- Establish monthly trend reporting, practical runbooks, and lightweight change management
- Automate provisioning and deprovisioning tied to HR system events
- Grow into ownership of the software lifecycle, including vendor renewals, onboarding requests, and cost reviews
- Leverage AI and emerging technologies to improve productivity, streamline workflows, and identify continuous-improvement opportunities
- Lead hands-on integration of AI capabilities into business-critical IT systems and workflows
- Use AI-assisted approaches to draft configurations, automation, and runbooks while validating outputs against security policy and actual system behavior
- Report to the Director of IT
- Mentor the IT team on technical matters
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related technical field, or equivalent professional experience
- 5–8 years of experience in IT operations, systems, or network administration
- At least 2 years in a senior technical role advising team members on technical decisions and troubleshooting complex issues
- Clear, direct written and verbal communication
- Ability to explain technical trade-offs to senior engineers and non-technical stakeholders
- Ability to own ambiguous, cross-functional problems without an existing playbook
- Coaching skills and patience to build technical ownership in newer team members
- Deep hands-on experience administering multi-site enterprise networks
- Experience evaluating and rolling out modern VPN and zero-trust network access solutions, such as mesh-based architectures
- Strong technical background across networking, identity, and endpoint management
- Working knowledge of SSO and identity concepts, including SAML and OIDC
- Experience building or improving change-management and documentation practices from a low baseline
- Some experience with software procurement or vendor management
- Experience with Cisco Meraki networking
- Experience with mesh VPN or zero-trust network access platforms
- Experience with SSO and identity platforms using SAML and OIDC
- Experience with endpoint management tools such as Intune, Jamf, or equivalent
- Experience with ITSM tooling such as Jira Service Management or similar
- AI fluency, including building AI-assisted workflows, directing AI tools on real tasks, and verifying their output
- ITIL Foundation or equivalent process certification is nice to have
- Cloud fundamentals across AWS, Azure, or GCP are nice to have
- Hands-on AI governance experience is nice to have
Benefits
- Health coverage
- Dental coverage
- Vision coverage
- Retirement plans with company match
- Paid time off
- Parental leave
- Annual education and training stipend equivalent to $1,000 in local currency
- Flexible hybrid working environment
- Weekly lunches
- Quality coffee
- Regular social events
- Parent rooms at many locations
- On-site gyms at many locations
- Comfortable lounges
- Adaptable workstations
- Wellness workshops and events
- Complimentary Headspace subscription
- Employee Resource Groups
- Inclusive spaces, support, and community for employees of diverse backgrounds and allies
- In-house training and support for software lifecycle ownership and vendor management
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