IT Support Engineer

ABOUT US:

Monarch is a powerful, all-in-one personal finance platform designed to help make the complexity of finances feel simple again. Since launching in 2021, we've become the top-recommended personal finance app by users and experts. Our goal? To take the stress out of finances so our members can focus on what truly matters.

We are a team of do-ers led by experienced entrepreneurs who are passionate about helping our members reach their financial goals. We're hyper focused on building a product people love, and on finding every edge that helps us do that better. AI is core to how we operate: every person on the team uses it as a partner to sharpen judgment, move faster, and expand what's possible. We're not looking for tool mastery, we're looking for fluency and curiosity. What matters is that AI is part of how you work today and that you're actively raising your own bar on how to use it well.

As a fully remote company (even before COVID!), we welcome applicants from almost anywhere. Our team collaborates synchronously mostly from 9 AM – 2 PM PT and embraces asynchronous work to stay connected across time zones.

Join us on our mission to transform lives by simplifying money, together.

The Role:

Monarch is seeking an IT Support Engineer to join our IT team during a period of rapid growth. Reporting directly to the IT Manager, you’ll be a primary point of contact for employee IT support and help keep our fully remote, Mac-based environment running smoothly, while building the documentation and automations that make IT faster and more scalable as we grow.

What You’ll Do:

- Serve as a primary point of contact for employee IT issues in Serval, our ticketing platform, resolving them with clear communication, strong follow-through, and a high bar for quality

- Handle routine SaaS administration across Okta, Google Workspace, Slack, Notion, and Zoom, and help manage access requests and reviews through ConductorOne

- Support our Mac fleet in Iru (formerly Kandji), and assist with provisioning, asset tracking, onboarding, and offboarding

- Reduce repeat work by writing and maintaining IT documentation and help articles, and by building smaller automations in Serval and similar platforms with guidance from the team

- Contribute to IT projects in partnership with People, Security, Engineering, and other teams, and look for practical ways to use AI to improve support and IT operations

What You’ll Bring:

- 2+ years of experience in IT support, help desk, or IT operations

- Hands-on experience supporting macOS users in a cloud-first or remote environment

- Experience with Google Workspace, Slack, and at least one of Okta or Iru/Kandji (or similar IdP/MDM tools)

- Foundational understanding of IAM concepts and SSO, with interest in going deeper on SCIM and provisioning

- Some hands-on exposure to IT automation or workflow tools, and an eagerness to build more

- Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical teammates

- A customer-service mindset, strong problem-solving skills, and the ability to balance support requests with project work across shifting priorities

- Experience in a high-growth startup environment, ideally in B2C or SaaS

- Demonstrated AI fluency: you use AI regularly in your work, have a clear point of view on where it helps and where it doesn’t, and are continuously raising your own bar

Nice to Haves:

- Experience with Serval, ConductorOne, 1Password, Cloudflare, CrowdStrike, Linear, Notion, or Zoom

- Experience supporting onboarding and offboarding workflows alongside People Ops or Business Ops

- Experience writing clear, user-facing documentation or help articles

- Familiarity with lightweight scripting (Bash, Python, etc.) or exposure to APIs and integrations

Typical Process (May vary depending on role):

- Recruiter Video Call

- Hiring Manager Video Call

- Stakeholder