IT Support Engineer

Sponsor Finder; Greater London; Hybrid; GBP 42,000 - 62,000; Full time

Job summary

Clay is scaling rapidly and building a new IT function. This role delivers reliable helpdesk service, triages requests, and fuels efficiency by configuring workflows in our AI-powered ITSM platform. You will own onboarding/offboarding, manage the SaaS stack, and coordinate hardware, ensuring a smooth, secure employee experience.

You’ll work closely with the Head of IT to shape processes, improve queues, and build a smarter support function as the company grows.

Qualifications

• 3 to 5 years in IT support, helpdesk, or a closely related role.
• Strong service delivery instincts; you prioritize well, keep queues clean, and close requests with clear communication.
• Hands‑on experience with ITSM platforms; you understand how to configure and manage one, not just work inside it
• Broad SaaS admin experience: Google Workspace, Slack, Zoom, Notion, and similar platforms; you've provisioned users, managed settings, and handled admin tasks across a modern SaaS stack
• Familiarity with office technology: conference room AV setup and troubleshooting, Meraki or similar networking equipment
• Experience supporting onboarding and offboarding workflows end to end
• Technical fluency: comfortable in SaaS platforms, macOS, and basic identity and access management tasks (provisioning, deprovisioning, group management)
• AI-forward mindset: you use AI tools to work faster, handle volume more intelligently, and improve the support experience
• Process-oriented: you notice what's inefficient and want to fix it
• Clear communicator: employees trust you and know their issues are being handled

Responsibilities

• Be the face of IT at Clay; triage and resolve requests across access, software provisioning, onboarding/offboarding, hardware support.
• Own onboarding and offboarding execution; provision and deprovision accounts, coordinate hardware.
• Help build the helpdesk function; configure ITSM platform, define categories, workflows, and queues.
• Keep the office running; support conference room AV, networking equipment, peripherals.
• Administer the SaaS stack; manage Google Workspace, Slack, Zoom, Notion and other tools.
• Handle hardware logistics; device provisioning, shipping, asset tracking.
• Build process, not just runbooks; document, identify patterns, automate recurring work.

Skills

IT support

Customer service

Clear communication

Process improvement

SaaS administration

Onboarding/offboarding

AI tools

Tools

Google Workspace

Slack

Zoom

Notion

Meraki

MacOS

Okta

Serval ITSM

Job description

About Clay

AI is unleashing the biggest wave of company creation in history. Clay's mission is to be the engine those companies use to grow to their full potential.

Clay predicts the next best action for your business and then helps you take it. We started by aggregating the best data for B2B companies. Then, we built the infrastructure to run any personalized campaign on top of it, including emails, ads, landing pages, and workflows that make reps more productive. Now, we're building agents that can help grow your company for you. We're already helping thousands of customers — including Anthropic, OpenAI, Google, and Visa — go to market with unique data, signals, and AI research.

In 2026, we raised a $115M Series D at $7.1B Valuation led by Wellington — and are on track to cross $200M in revenue this quarter. We also launched a $1M Scholarship fund for GTME Education.

Some things to know about us:

• Our community includes 17,000+ customers, 200+ integration partners, 125+ agencies, 50+ Clay clubs, and 30k members on Slack.

• Our cultureis unique inside and outside of work. Our team members are also DJs, activists, writers, clowns, marathoners, skydivers, psychedelic therapists, social workers, and more.

• All employees can work with world-class coaches who specialize in creativity, management, and more.

• Our operating principles — including negative maintenance and non-attached action — guide our work. Read more about them here.

• Read about us in the NYT, Forbes, First Round Review, and more.

Hear from our employees directly on our Glassdoor page!

About the Role

Clay is scaling fast and the IT function is new. The IT Support Team will be the first point of contact for requests, the team that keeps the queue moving, and a key partner to the Head of IT in building out how the helpdesk operates.

The core of the support engineer role is service delivery: triaging incoming requests, resolving issues quicky, and making sure employees get reliable, responsive support. Alongside that, you'll work closely with the Head of IT to configure workflows and build process in our AI-powered ITSM platform, so the function gets more efficient as Clay grows.

This is a good fit if you take pride in running a clean queue, communicate clearly with employees, and are genuinely interested in building better process, not just executing it.

What You’ll Do (Job Responsibilities)

• Be the face of IT at Clay. Triage and resolve incoming requests across access, software provisioning, onboarding and offboarding, hardware support, and general helpdesk needs. Employees should feel like IT is fast, reliable, and easy to work with.

• Own onboarding and offboarding execution. Provision and deprovision accounts, coordinate hardware, and make sure new hires are set up from day one and departing employees are fully off-boarded without gaps.

• Help build the helpdesk function. Partner with the Head of IT to configure and improve our ITSM platform — define request categories, build intake workflows, and manage queues as the function takes shape and scales.

• Keep the office running. Support conference room AV, networking equipment, peripherals, and general office tech so employees can do their best work without technology getting in the way.

• Administer the SaaS stack. Manage day-to-day administration across Google Workspace, Slack, Zoom, Notion, and other core tools — provisioning users, managing settings, and keeping things clean.

• Handle hardware logistics. Coordinate device provisioning, shipping, receiving, and basic asset tracking so employees have what they need when they need it.

• Build process, not just runbooks. Document what you own, identify patterns in incoming requests, and flag opportunities to improve or automate recurring work. The goal is a helpdesk that gets smarter over time.

What You’ll Bring

• 3 to 5 years in IT support, helpdesk, or a closely related role

• Strong service delivery instincts; you prioritize well, keep queues clean, and close requests with clear communication

• Hands‑on experience with ITSM platforms; you understand how to configure and manage one, not just work inside it

• Broad SaaS admin experience: Google Workspace, Slack, Zoom, Notion, and similar platforms; you've provisioned users, managed settings, and handled admin tasks across a modern SaaS stack

• Familiarity with office technology: conference room AV setup and troubleshooting, Meraki or similar networking equipment, common peripherals

• Experience supporting onboarding and offboarding workflows end to end

• Technical fluency: comfortable in SaaS platforms, macOS, and basic identity and access management tasks (provisioning, deprovisioning, group management)

• AI-forward mindset: you use AI tools to work faster, handle volume more intelligently, and improve the support experience

• Process-oriented: you notice what's inefficient and want to fix it

• Clear communicator: employees trust you and know their issues are being handled

Bonus Points If You

• Experience with Serval ITSM, either launching it or working within it day to day

• Experience at a fast‑scaling startup where IT processes were being built out

• Familiarity with Okta or similar identity platforms at a user/admin level

• Experience building workflows or automations in an ITSM or similar platform

• Exposure to broader automation tooling

Why This Role

You'll handle the most visible function in IT and have a real hand in shaping how it works. Clay is an AI‑forward company and this role reflects that — we're building a helpdesk that runs well and gets smarter over time. If you want to do solid IT support work at a fast-moving company and help build the process that makes it scale, this is a good fit.