Remote IT Support Engineer — AI-Driven Helpdesk

Masabi; Colombia; Remote; COP 36,000,000 - 72,000,000; Full time

Benefits offered by this job

Vacation & holidays

Private healthcare

Team bonding allowance

Work from anywhere up to 3 months/year

Home office budget

Job summary

Masabi, a global remote-first technology company, seeks an IT Support Engineer based in Colombia to manage day-to-day IT across a distributed team. You’ll fix issues, set up access and devices, and improve processes to prevent recurrence.

You’ll work with Google Workspace, SaaS tools, and security practices, explore AI automation, and partner with People Operations to onboard and offboard securely while keeping systems reliable.

Qualifications

• Experience in IT support or a helpdesk role in a SaaS environment.
• Troubleshooting on Mac and Windows; end-user devices and SaaS tools.
• Curious about AI; able to use or experiment with AI tools for optimization.
• Experience administering Google Workspace or similar identity platform.

Responsibilities

• First point of contact for IT support across the company via Slack, Jira, and channels.
• Resolve hardware, software, and access issues; identify root causes of recurring problems.
• Set up and manage accounts, access, and permissions across core systems.
• Collaborate with People Operations for onboarding and offboarding processes.
• Manage company devices and IT inventory from provisioning to retirement.
• Coordinate with IT suppliers and Finance on licences and renewals.
• Leverage AI and automation to streamline support and maintain self-service docs.
• Work with Security on compliance and internal controls.

Skills

IT support

End-user devices

SaaS tools

English

Remote work

Tools

Google Workspace

Atlassian/Jira

LastPass

JetBrains

Job description

Masabi, a global remote-first technology company, seeks an IT Support Engineer based in Colombia to manage day-to-day IT across a distributed team. You’ll fix issues, set up access and devices, and improve processes to prevent recurrence.

You’ll work with Google Workspace, SaaS tools, and security practices, explore AI automation, and partner with People Operations to onboard and offboard securely while keeping systems reliable.