Technical Support Analyst

Company Overview

InterPayments Inc. is a San Francisco CA-based SaaS company sitting at the exciting intersection of payments and data intelligence. Our mission is to empower merchants and the software vendors they use to lower payment processing costs by putting card payments into competition on every swipe. We create innovative data services that Fortune 1000 companies rely on to gain fee transparency and reduce costs.

We are a 100% remote team that promotes deep trust high ownership and a growth mindset. We do whatever it takes to meet deadlines achieve goals and obsess over customer needs while ruthlessly prioritizing so our time supports both meaningful work and meaningful lives outside of work.

This position is fully remote.

Role and Purpose

The Technical Support Analyst plays a key role in ensuring a smooth secure and reliable technology experience for our fully remote workforce. You will support a mixed environment of macOS and Windows devices and a broad ecosystem of SaaS applications.

The ideal candidate is a resourceful problem-solver who communicates clearly thrives in a fast-paced environment and enjoys helping people succeed through technology. You convert internal stakeholder needs into reality by resolving day-to-day technology issues maintaining core SaaS platforms and reinforcing security and compliance standards. Your work directly impacts employee productivity information security and the overall reliability of InterPayments internal systems.

How Youll Make an Impact

End-User Support

Provide Tier 12 technical support for macOS and Windows devices including troubleshooting hardware OS and application issues.

Assist users with setup configuration and maintenance of laptops peripherals and collaboration tools.

Support remote employees across multiple time zones using remote-access tools and ticketing systems.

SaaS & Application Management

Administer and support core SaaS platforms (e.g. Microsoft 365 Slack project management tools identity providers).

Troubleshoot login access and integration issues across cloud services.

Maintain user accounts permissions and security settings in line with established policies and least-privilege principles.

Security & Compliance

Support device management and compliance using MDM tools (e.g. Jamf Intune Kandji or similar) across Mac and Windows fleets.

Assist with security monitoring patching and incident response workflows escalating issues where appropriate.

Help enforce security standards including MFA password policies and data-handling guidelines for a distributed team.

Systems & Operations

Maintain accurate documentation of processes troubleshooting steps and system configurations.

Contribute to IT knowledge base articles and user guides to enable self-service and consistent support.

Assist with onboarding and offboarding including provisioning and deprovisioning accounts devices and access to core systems.

Collaborate with IT and security leadership on continuous improvement of tools workflows automation and internal service quality.

Requirements (Must-Have)

24 years of experience in technical support service desk or IT operations roles.

Strong troubleshooting skills across both macOS and Windows environments.

Experience supporting remote teams using remote-support tools and ticketing systems.

Familiarity with SaaS administration and identity/access management (e.g. Okta Azure AD Google Admin or similar).

Understanding of networking fundamentals (VPN WiFi DNS basic connectivity troubleshooting).

Excellent written and verbal communication skills and a customer-first mindset.

Self-starter who can work with minimal supervision balance multiple priorities and consistently meet deadlines.

Strong sense of ownership and accountabilityif you say you will do it you do it.

Preferred

Experience with MDM solutions managing both Mac and PC fleets (e.g. Jamf Intune Kandji or similar).

Exposure to automation or scripting (Bash PowerShell or similar).

Knowledge of security best practices for distributed teams.

Prior work in a fast-growing or fully remote organization.

Who You Are

You strive to uncover problems early and find personal and professional fulfillment in solving them. You put yourself into the mindset of your internal customers so issues are resolved before they impact productivity.

In addition you are:

Team-oriented: You believe shared success and individual advancement go hand-in-hand. You thrive in an inclusive collaborative environment and hold yourself and your teammates accountable. You step up and step in when your team needs you.

Impact-driven: You find deep meaning and satisfaction in making an impact. You are self-aware about what motivates you take pride in being trusted to deliver results and embrace a growth mindsetreframing setbacks as opportunities to improve.

A structured decision maker: You believe progress is rooted in focused effort. You work hard to understand root causes listen to different points of view and prefer investigating to being right. You identify core drivers of a problem and work

backwards to simplify solutions always thinking through second- and third-order effects.

InterPayments Values

Customers and mission first. The customer is at the heart of everything we do and we have an enormous obligation to help them. We align company team and individual goals with customer outcomes and our mission. When making decisions and setting priorities we always keep our customers perspective and our mission in mind.

Always build trust. We focus on the long term. We treat everyoneexisting and prospective teammates customers partners vendors investorsas if well know and work with them forever. We assume good intent empathize act ethically and respectfully and are responsive reliable and honest. We are loyal and committed to one another our customers and our mission. Nothing is transactional.

Do the hard(er) thing. We reject complacency and embody a growth mindset because its more fulfilling. Being resilient flexible and adaptable is challenging. Seeking and delivering honest feedback is hard. Being relentlessly curious simplifying complexity and thinking through second- and third-order effects of decisions takes more work. We choose to do them anyway and find reward in pushing ourselves and others beyond our comfort zones.