IT Support Engineer

What we’re building and why we’re building it. 

Fetch is a build-first technology company creating a rewards program to power the world. Over the last 5 years, we’ve grown from 0 to 17M active users and taken over the rewards game in the US with our free app. The foundation has been laid. In the next 5 years, we will become a global platform that will completely transform how people connect with brands. 

It all comes down to two core beliefs. First, that people deserve to be rewarded when they create value. If a third party directly benefits from an action you take or data you provide, you should be rewarded for it. And not just the “you get to use our product!” cop-out. We’re talkin’ real, explicit value. Fetch points, perhaps. 

Second, we also believe brands need a better and more direct connection with what matters most to them: their customers. Brands need to understand what people are doing, and have a direct line to be able to do something about it. Not just advertise, but ACT. Sounds nice right? 

That’s why we’re building the world’s rewards platform. A closed-loop, standardized rewards layer across all consumer behavior that will lead to happier shoppers and stronger brands.

Fetch Rewards is an equal employment opportunity employer.

The Role:

This position will serve in the full-time, exempt position reporting to the IT Operations Manager. Below are the main areas of focus for this position:

What We Do:

As a member of the IT Ops team, you’ll help us scale with the growth of Fetch. You’ll use SaaS platforms large and small to enable our staff to be efficient and productive, while keeping us secure. We value curiosity, learning from mistakes, and a can-do attitude.

Scope of Responsibilities:

• Be on-site IT support at our Madison office (at least three days a week)
• Take ownership of IT support request tickets, triaging and escalating as needed
• Provide technical support to staff for Mac, Windows laptops
• Maintain and manage inventory of IT equipment in our Madison office
• Administer SaaS apps and account access for the tools our team depend on including:
• Okta
• G Suite
• Atlassian (Jira, Confluence)
• Slack
• Zoom
• Apple (macOS, MDM, ABM, VPP)
• Microsoft (Windows 10, Azure AD, Office 365, Intune)
• AWS (IAM, Route 53)
• Be a technical resource for questions related to the above tools with the ability to produce an appropriate solution (or delegate as needed)
• Assist in leading our onboarding experience by both procuring and deploying devices remotely and provisioning access using our SSO platform
• Applying best practice security policies and strategies
• Create and maintain quality technical documentation that describes the processes and systems you work with
• Multi-task on assignments, prioritize and deliver on routine tasks and assigned projects
  

We know we're both succeeding when:

• We feel comfortable throwing miscellaneous technical tasks at you. We know you can get the job done
• You’ve shown that you’re interested in and capable of leading continuous improvement efforts  
• You’re able to organize your workflow using task management and communicate updates effectively
• Our onboarding process is seamless and consistent
• You can handle service requests start to finish, escalating when necessary
• Employees are impressed with how you’ve resolved their technical issues – perhaps they’ve learned something new!

 Skills We Believe You Need for This Position: 

• Prior experience administering users in G Suite, Okta, and/or similar SaaS software
• Enthusiastic about helping people, with a friendly and reassuring attitude 
• A deep working knowledge with personal experience using both macOS and Windows
• Working knowledge of SAML concepts and SSO applications (Okta, OneLogin, etc)
• Familiarity with UNIX scripting, automation tools, webhooks, and API request concepts
• You have a handle on and personal interest in staying up to date on the latest consumer tech

 Skills We Believe Would Be Helpful for This Position: 

• B.S. Computer Science, Information Systems with equivalent experience in an IT role (2-4 years)
• You’ve been an Atlassian admin and are a guru with concepts related to Jira project administration
• Prior experience in office expansions across the country
• A functional understanding of networking concepts
• Excellent verbal and written communication skills

At Fetch Rewards, we'll give you the tools to feel healthy, happy and secure through:

• Stock Options: Fetch wants you to be on the rocketship with us! Options will give you the opportunity to share the excitement of the company growth and have your own stake in its success. 
• 401k Match: We match 100% of the first 3% of your 401K contribution.
• Benefits for humans and pets: We offer comprehensive PPO and HDHP plans (Dental | Vision | Life Insurance) in addition to pet insurance, fully covered for the first pet.
• Continuing Education: Fetch provides up to $10,000 per year in education reimbursement support for any job-related courses/programs/certifications. You will also have access to Udemy, an online course provider with thousands of topics to discover. 
• Employee Resource Groups: Take part in employee-led groups that are centered around fostering a diverse and inclusive workplace through events, dialogue and advocacy. Current groups include Amplify BiPoC, Amplify Women, Amplify LBGTQ+, Amplify Family, and Amplify Military. 
• Paid Time Off: On top of our unlimited PTO policy, Fetch observes 9 paid holidays, including Juneteenth and Indigenous People’s Day, as well as our End-of-Year break. 
• Robust Leave Policies: Whether it’s for you or a loved one, Fetch offers generous leave time for various health and personal needs that take you away from work. Our parental leave policy provides 18 weeks of paid time off for primary caregivers, 12 weeks for secondary, and flexible work schedules upon returning to work. 
• Wellness Program: Utilize these tools and resources to bring your best self to work each day.
• Wellness coach on staff to help you create goals, provide accountability and support you on your wellness journey
• Nutrition counseling through Charge Nutrition 
• Gympass membership to access in-person gyms, virtual workout classes, meditation apps, and much more. 
• Employee Assistance Program (EAP) provides no cost, confidential resources and services to help navigate life's many changes and challenges.
• Hybrid Work Environment: Collaborate with your team in one of our stunning offices in Madison, Birmingham, or Chicago 1-2 times per week. We’ll ensure you are equally equipped with the hardware and software you need to get your job done in the comfort of your home. 
• Social Impact Efforts: Take part in volunteer events or donate to your favorite organizations through BrightFunds.