SaaS Lab Support & IT Engineer

Open Culture; Santa Cruz (CA); On-site; USD 110,000 - 120,000; Full time

Benefits offered by this job

Equity

Health benefits

Flexible PTO

Visa sponsorship considered

Job summary

Open Culture in Santa Cruz, CA is seeking an experienced technical support lead to own user-facing platform aspects, manage cloud accounts, and maintain back-office processes. You will document common issues, provision access, and drive incident communication, ensuring smooth operation for labs using analysis agents.

You bring 3+ years in SaaS IT ops or support, Python and SQL skills, and cloud familiarity.

Qualifications

• 3+ years in technical support, customer engineering or IT operations for SaaS or scientific software.
• Proficiency in Python and SQL to reproduce bugs, read logs and query usage.
• Working knowledge of a cloud provider: accounts, IAM, monitoring and cost.
• Account administration you have owned.
• Ability to write and communicate clearly for users and incidents.

Responsibilities

• Own the support queue: triage, reproduce, resolve, or escalate with a clean handoff to engineering.
• Write documentation and knowledge base articles for users and the support agent.
• Provision accounts, roles and access; keep usage and billing records accurate.
• Watch uptime and job health, and communicate during incidents.
• Run company IT: workspace, devices, SSO, access and security hygiene.

Skills

Technical support

Python

SQL

Cloud familiarity

Incident management

Account administration

Tools

PostgreSQL

Google Workspace

MDM

SSO administration

Job description

Open Culture in Santa Cruz, CA is seeking an experienced technical support lead to own user-facing platform aspects, manage cloud accounts, and maintain back-office processes. You will document common issues, provision access, and drive incident communication, ensuring smooth operation for labs using analysis agents.

You bring 3+ years in SaaS IT ops or support, Python and SQL skills, and cloud familiarity.