IT Support Specialist

At BuildOps, we're building a groundbreaking software solution, purpose built to support today's commercial contractors. From helping our customers manage their service department to project management, we're building a team that invests in our mission. Based in Toronto, this role helps keep our employees productive by supporting our IT infrastructure and resolving day to day technology issues. You'll handle 15 to 25 support tickets daily, help manage access across more than 40 SaaS applications, and troubleshoot issues ranging from authentication to application integrations. This is a high volume, user facing role that calls for sound judgment, clear communication, and strong documentation. What You'll Do - Manage identity and access across Okta, Google Workspace, 1Password, and more than 40 SaaS applications. This is about 40 percent of daily work. - Provision system admin accounts, Okta apps, vault access, and multi step tools such as Heap, Gong, and Windmill. - Troubleshoot authentication issues including password resets, MFA setup, phone loss recovery, and account lockouts. - Resolve integration issues with Salesforce Connected Apps, Greenhouse SSO, and browser compatibility. - Support Mac users through Iru MDM, including hardware troubleshooting, device setup, and SOC II compliance requirements. - Create and maintain documentation, including runbooks, troubleshooting guides, and process improvements. - Collaborate with DevOps on AWS permissions, Security on vendor reviews, and HR on onboarding and offboarding workflows. - Manage the daily ticket queue through Slack and Jira Service Management, prioritizing requests and escalating issues when needed. - Provide basic AV support for company all hands, including setup and troubleshooting of microphones, speakers, cameras, displays, and conferencing equipment. What We Look For - At least one year of hands-on experience supporting Okta tasks such as app provisioning, user management, or MFA troubleshooting. - At least two years supporting Mac users in an MDM environment such as Kandji, Jamf, or a similar tool. - Experience using Jira or a similar service management platform to manage tickets, permissions, or workflows. - At least two years in IT support or a help desk role. Experience with a high volume ticket queue is an asset. - Familiarity with SaaS tools for identity, collaboration, and business operations. - Comfort using company approved AI tools to support research, troubleshooting, and documentation while following company guidelines. - Basic AV knowledge and comfort helping set up and troubleshoot audio, video, and conferencing equipment for the company all hands. - Clear written communication skills and the ability to support non technical users through Slack. - Ability to create clear technical documentation and runbooks. - A practical troubleshooting approach, including knowing when to research, resolve, or escalate an issue. - Remote user support experience and the ability to prioritize requests in a busy environment. - Patience and an interest in explaining technical concepts clearly to non technical users. - Ability to work a hybrid schedule, working from home Monday and Friday and in the Toronto office Tuesday through Thursday. Nice to Have - Auth0 experience for system admin account provisioning. - Salesforce administration or Connected Apps troubleshooting. - Experience with Heap, Gong, Gainsight, or Windmill provisioning workflows. - Security compliance awareness, including SOC II or vendor security reviews. - Experience supporting integrations between SaaS applications, including webhooks, APIs, or SSO and SAML. - Experience in a startup or other fast paced environment. - Examples of process improvement or automation. - Vendor management experience, including license renewals and support escalations. Compensation - 60,000 - 80,000 CAD base + annual bonus opportunity What we offer: - Generous equity grant, become an owner in our company! - A comprehensive benefits package - Flexible PTO and hybrid work schedules - One-time work-from-home allowance - Hubs in Los Angeles, San Francisco, Toronto, and Raleigh with hybrid work schedules and lunch provided for in-office days - Company events and team-building activities, both in-person and virtual - Fast-paced, collaborative, and dynamic work environment - Opportunities for growth and career advancement - Chance to work with cutting-edge technology and innovative solutions - The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers We welcome applicants from across the U.S. where we are registered to do business and able to support employment. Currently, this excludes the following states: Alaska, Hawaii, Kentucky, Mississippi, Nebraska, New Mexico, North Dakota, Rhode Island, South Dakota, West Virginia, and Wyoming. This list is based solely on operational and compliance considerations and is reviewed from time to time as our footprint grows. About BuildOps Join BuildOps, the largest commercial trade platform in the country, as we transform the multi-billion dollar commercial contracting industry! We’re not just talking incremental improvements—we’re talking a full-scale revolution, empowering the hardworking heroes who build and maintain the infrastructure that keeps our world running. See why contractors choose Buildops here. This is your chance to be part of a rocketship. We’re fresh off a $1 billion valuation and a $127M Series C funding round (part of over $275M raised to date) led by industry-leading investors like Meritech Capital, BOND, and SE Ventures, backed by Schneider Electric (Reuters, TechCrunch, LA Business Journal) . Our latest investors join our team of industry heavyweights like Next47, former Twitter CEO Dick Costolo, former Salesforce President Gavin Patterson, and Boost Mobile CEO Stephen Stokols. Their investment is fueling our aggressive growth and our commitment to equipping contractors with AI-driven tools to conquer chaos, boost efficiency, skyrocket profitability, and ultimately, deliver exceptional service. At BuildOps, we’re changing the game and doing the best work of our careers. You’ll be a key player in a company that’s truly making a difference for the backbone of our economy. If you’re ready to tackle big challenges, work with a passionate team, and build something extraordinary, BuildOps is the place for you. 🚀 BuildOps is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law. BuildOps will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act pursuant to applicable local and state laws. BuildOps recruiters will only contact candidates through official channels and will never ask for payment, banking details, or sensitive personal information during the interview process. Verify all openings at https://buildops.com/careers. Report suspicious outreach to reportfraud.ftc.gov and [email protected]. We review every report, but may not be able to respond individually. BuildOps is not responsible for losses from fraudulent postings.