IT Support Engineer

collective; United States; Hybrid; USD 120,000 - 170,000; Full time

Job summary

Collective is seeking a systems engineer to own IT operations for our Mac fleet, identity stack, and office network. You’ll automate provisioning workflows, script dashboards, and act as escalation for Tier1 issues, ensuring reliable, secure access to SaaS and HRIS systems.

You’ll administer Google Workspace, IdP, and MDM while collaborating with security and People Ops on rollouts and compliance. Hybrid work, strong macOS focus, and modern tooling are core here.

Qualifications

• 3–5 years in IT support or IT engineering with Mac fleet experience.
• Strong macOS troubleshooting and terminal skills.
• Hands-on Google Workspace, IdP/SSO, MDM, and ITSM tooling.
• Familiar with SAML/OIDC/SCIM and modern identity protocols.
• Bash/Zsh and Python scripting abilities.

Responsibilities

• Design, implement, and maintain secure IT infrastructure across identity, endpoints, and network.
• Build automated onboarding/offboarding workflows reducing manual work.
• Develop internal tooling and AI-assisted workflows to automate tasks.
• Serve as escalation point and implement permanent fixes for recurrent issues.
• Troubleshoot macOS issues at a deeper level beyond GUI.
• Manage Mac fleet via MDM, OS updates, and compliance remediation.
• Administer identity and workspace services including IdP and Google Workspace.
• Coordinate with security, People Ops, and engineering on rollouts.

Skills

macOS troubleshooting

command-line proficiency

MDM administration

Google Workspace administration

IdP/SSO integration

scripting (bash/zsh, python)

networking fundamentals

Tools

MDM platform tooling

ITSM tooling

SaaS integrations

Job description

About Collective:

Collective is on a mission to redefine the way businesses‑of‑one work. Our technology and team of trusted advisors help members achieve financial independence by taking care of everything from business incorporation to accounting, bookkeeping, tax services, and access to a thriving community, all in one integrated platform. We believe in empowering self‑employed people to enjoy the same tax savings that big companies get, so they can focus on their passion, not paperwork.

Featured in Forbes, Business Insider, Yahoo, Bloomberg, Financial Times, TechCrunch, and more. We are backed by General Catalyst, Sound Ventures, QED Investors, Google's Gradient Ventures, Expa, and other investors who have financed iconic companies like YouTube, Substack, Twitch, Box, Hims, Instacart, and Lyft.

About the role:

Day to day, this is a true hybrid role: most of your time goes deep - engineering our macOS fleet, identity stack, office network, and the automation that runs our IT operations - with the rest spent working the ticket queue and helping people face‑to‑face. We’re a Mac shop end to end. Our stack is modern and lean, and identity sits at the center of everything: our IdP provisions most of our SaaS and our HRIS drives account lifecycle. When something breaks in that chain, you’ll be the person who can trace it - not just elevate it.

What you’ll do:

Systems engineering & automation

Lead the design, implementation, and maintenance of secure, scalable IT infrastructure across identity, endpoints, network, and SaaS.

Build and maintain automated employee‑lifecycle (joiner / mover / leaver) workflows that replace manual provisioning work - automation over click‑ops.

Contribute to our internal tooling - we script our own dashboards and automation in Python, and increasingly use AI‑assisted workflows; you’ll help extend them, not just consume them.

Serve as a technical escalation point for issues Tier1 can’t resolve, and turn recurring escalations into permanent fixes.

Mac fleet engineering

Troubleshoot advanced macOS issues beyond the GUI: system logs, launch agents/daemons, configuration profiles, plists, disk and FileVault issues - comfortable living in Terminal.

Manage the fleet through MDM: zero‑touch deployment, configuration baselines, OS update enforcement, and compliance remediation.

Partner with security on endpoint health - EDR sensor issues, vulnerability remediation, and closing compliance gaps.

Keep asset inventory accurate across procurement, assignment, repair, and decommission.

Identity, Workspace & HRIS

Administer and troubleshoot our IdP: SSO/SAML app issues, SCIM provisioning to downstream SaaS, role mappings, and MFA resets.

Administer Google Workspace: accounts, groups, delegation, mail routing and delivery issues - including bulk and scripted admin work.

Trace and fix provisioning breakages across the HRIS→IdP→SaaS chain, coordinating with People Ops when data is the root cause.

Network management

Manage the office network - Wi‑Fi, wired LAN, VLANs, DHCP/DNS: monitor health, tune coverage and performance, and keep documentation current.

Troubleshoot connectivity end to end, from a user’s laptop to the uplink, and own vendor and ISP escalations through resolution.

Keep office infrastructure running: conference‑room AV and video systems, printers, and desk and peripheral deployment.

Project execution & collaboration

Own IT projects end‑to‑end - scoping, timelines, and deliverables - and communicate status clearly to stakeholders along the way.

Partner cross‑functionally with security, engineering, and People Ops on rollouts, integrations, and process changes.

Service desk & customer service

Own tickets end‑to‑end in our service desk - access requests, hardware, software, lockouts, Workspace admin - with clear communication and real follow‑through.

Deliver white‑glove, face‑to‑face support as a primary onsite IT contact, including support for leadership and onsite events.

Write and maintain knowledge‑base articles and runbooks so fixes stick and repeat.

What you’ll bring:

• 3‑5 years in IT support or IT engineering, with at least 2 supporting a majority‑Mac fleet.
• System administration and advanced troubleshooting across macOS endpoints, including real command‑line fluency (bash/zsh - reading logs, managing services, configuration profiles, scripted fixes) and MDM platform management.
• Strong hands‑on experience administering core SaaS platforms: Google Workspace, an IdP/SSO platform, MDM, and ITSM tooling.
• Working knowledge of modern identity protocols (SAML, OAuth, OIDC, SCIM) and the integrations that run across them.
• Scripting in Bash/Zsh and Python.
• Solid networking fundamentals - Wi‑Fi, LAN, DHCP, DNS, VLANs - and the ability to run an office network day to day.
• Conviction that AI and automation should eliminate manual work - you build the fix once rather than click through it again.
• Excellent problem‑solving and the ability to work calmly under pressure.