Sr. IT Engineer

BetterCloud is the market leader for SaaS Operations, enabling IT professionals to transform their employee experience, maximize operational efficiency, and centralize data protection. With no-code automation enabling zero-touch workflows, thousands of forward-thinking organizations like Twitch, Oscar Health, and Cloud Factory now rely on BetterCloud to automate processes and policies across their cloud application portfolio.

With 10+ years of experience pioneering the SaaS Operations movement, BetterCloud now serves the world’s largest community of SaaSOps experts. As host of Altitude, the industry’s leading SaaSOps event, and publisher of The State of SaaSOps Report, the category’s definitive market research, BetterCloud is recognized by customers (G2) and leading analyst firms (Gartner and Forrester) as the market leader in SaaS Operations. 

This role is based out of our new and exciting Mexico City Office. Mexico City is our first office outside of the US, and you’ll be one of the first employees there, helping us build the office from scratch and shape an amazing culture.  We’re headquartered in New York City, with a large presence in Atlanta, GA, as well as innovation hubs & remote talent across the U.S. BetterCloud is backed, among others, by some of the best technology investors like Vista Equity Partners, Warburg Pincus, Bain Capital, and Accel.

As a BetterCloud Senior IT Support Engineer, you will provide the foundation for information technology service delivery in Bettercloud’s Mexico City Office. You will be joining an IT team that has an “automation first” mentality and you will be a major contributor to this practice. Our team is responsible for equipping each BetterCloud employee with the tools they need to be productive every day ranging from laptops, to easy to use in-office technology, to a variety of industry leading Saas applications.  As a company, BetterCloud’s mission is “to make work better by elevating the role of IT”.  As the Senior IT Support Engineer at Bettercloud you have an opportunity to drive this mission from the inside as BetterCloud reimagines what it means to be an IT professional.

About You

• You are an empathetic listener who delights in helping others find technical solutions to their problems.
• An IT practitioner with significant experience providing support in a corporate environment across various operating systems, SaaS applications, mobile platforms, printers, and conference room equipment.
• A team player with a positive attitude who has a drive to connect with people, can decipher their problems, and eagerly finds solutions for them to boost efficiency and earn trust.
• A detail-oriented problem solver who is methodical about troubleshooting and documentation but at the same time is always looking for innovative solutions.
• You love to learn and to take others on the journey with you.
• You have familiarity working with APIs and automating repetitive tasks using an interpreted programming language.
• English is the business language of BetterCloud. Candidates are required to have a TOEFL proficiency or equivalent.
• Ability to travel to our offices in the United States

What You’ll Do

• You will be our first IT team member in Mexico City, and we’ll look to you to set the tone by providing technical support to your fellow employees with enthusiasm, empathy, and kindness
• Onboard new employees, provision their software and hardware, and provide training to ensure they possess the technology and knowledge to be productive from the start 
• Act as the point person for all in-office technology in our Mexico City office including networking, printer, conference room and AV support
• Analyze requests and help automate them so that you don’t have to solve the same problem twice. BetterCloud operates with an “automation first” mentality
• Gather requirements, create project plans, effectively communicate project progress, and own small to medium cross-functional projects spanning quarters
• Contribute to help desk documentation so that we have standardized processes and users are empowered to help themselves
• Maintain inventory of BetterCloud-owned technology
• Occasionally work evenings and weekends in order to perform maintenance or make changes off-hours
• Learn and leverage our technology stack that includes: BetterCloud, Google Workspace, Okta, Office 365, Meraki Networking, Jamf & Intune MDM, Jira, Slack, Salesforce, Miro, Zoom, Zendesk, Zscaler, Tenable, DocuSign, GCP, GitLab, Terraform, and more
• Willingness to work out of our Mexico City Office at least 3 days per week
• Does this sound interesting but overwhelming? Please don’t self-select out; let’s figure it out together. We’d love to talk to you!

Goals

By the end of week 1, you will:

• Get an overview of the core IT support tools and processes we use
• Meet with your team, your new hire buddy, and generally get to know the people of BetterCloud 
• Start your deep dive into the BetterCloud platform with guided training

By the end of 30 days, you will:

• Complete training on core systems, including BetterCloud!
• Have become a BetterCloud Certified Administrator
• Start owning tickets, with feedback and guidance from the team
• Begin identifying automation opportunities

Practicals

• You’ll report to: Director of IT

• Team: IT, Infrastructure Engineering

• Location: Mexico City, Mexico

• Start date: as soon as possible

What We Offer

• Hybrid work model with up to 2 days per week working from home*
• Generous PTO policy plus paid mental health days
• Seguro de Gastos Médicos Mayores, Seguro de Asistencia Médica, Vision Insurance, Dental Insurance, Vales, Life Insurance and dedicated mental health resources**
• Financial wellness support and one-time WFH stipend
• Plus more… Think events, killer swag, and a strong BetterCloud Community!

BetterCloud is an Equal Opportunity Employer, including disabled and vets.

*Remote - This role is not eligible for remote employees. Employees must be based in the Mexico City area. 

** These benefits will be available shortly after the company has 10+ employees in Mexico City due to insurance limitations and rates. Until that point, employees will be provided with a monthly allowance on top of their salary for these purposes.