IT Helpdesk Engineer

Its an exciting time at Crossbeam. We have just joined forces with Reveal to change the way companies gotomarket. The merger has earned the support of some of the worlds best investors: Andreessen Horowitz Insight Partners Redpoint FirstMark and even Salesforce and HubSpot Ventures (yep the biggest CRMs are investing in the future of gotomarket).

Combined our unified company has created a powerful network of 25K companies a team of worldclass talent an innovative product roadmap and a North Star vision of creating a bestofbothworlds customer experience.

What is Crossbeam

Crossbeam is the first and largest EcosystemLed Growth platform. We act as an escrow service for data allowing companies to find overlapping customers and prospects with their partners while keeping the rest of their data private and secure. Companies use this data to sell more effectively market to the right audiences build the right products collaborate with their service partners generate demand inform M&A and more. This has created an entirely new way of doing business called EcosystemLed Growth or ELGand it works: 40% of our customers closed deals come from their ecosystem.

THE JOB

You love problem solving and have a passion for customer service. You enjoy leading a project from start to finish. You also enjoy delighting users and improving overall employee experience through technology. You are a stickler for well documented processes and procedures.

What Youll Do

Customer service is the most critical part of this job making our users problems your problems and fostering a great IT experience for our team members. You will provide handson IT help desk support to our employees. You will also maintain IT documentation for both auditability and useability by the business. You will also manage metrics for IT and helpdesk operations. This role reports to the CISO. This role is remote but must be located in the United States and in the EST timezone in order to support our team members on the west coast and in Europe.

Youll be reporting to the Chief Information Security Officer

RESPONSABILITIES

• Customer service is your #1 priority
• Triage IT support tickets via email and Slack in a timely and professional manner
• Assist users in all IT support issues
• Provide remote support for users
• Diagnose and resolve hardware software and network issues by providing stepbystep solutions
• Ship and receive laptops for users
• Follow up on outstanding tickets to ensure timely resolution and client satisfaction
• Provide user training on common software tools and best practices
• Assist users with password resets access requests and general inquiries about IT services
• Monitor systems and networks for potential issues or outages.
• Assist in regular system maintenance updates and patches to ensure smooth operation.
• Perform basic system and SaaS checks as part of routine support activities.
• Liaise with vendors when support is required from a specific vendor to assist users
• Continuously improve IT operations
• Manage and administer Google Workspace
• Create automations to reduce manual work through existing tooling/scripting
• Thoroughly document new processes
• Manage and keep up to date existing IT documentation
• Design solutions with employees and the business in mind
• Add and remove users from applications as needed
• Find and identify problems to solve before they become problems
• Provide monthly written reports on IT stats and projects to leadership
• Assist in annual security audits
• Assist in onboarding and offboarding of users
• Other duties as assigned

EXPERIENCE (MUST HAVES)

• Excellent customer service
• Working knowledge of OSX
• Working knowledge of JAMF
• Experience in cloud/SaaSfirst companies
• Strong problem solving skills
• Knowledge of SaaS business tools such as Google Workspace Slack Notion
• Excellent project management skills
• Excellent time management skills
• Unrelenting curiosity

BENEFITS

This is a salaried* role variable. In addition Crossbeam offers:

• Health Care Plan (Medical Dental & Vision)
• Flexible PTO Policy
• Parental leave
• Stock Option Plan
• 401k Plan Match
• Learning & Development Budget
• Remote Work Options
• Generous Wellness Stipend

HIRING PROCESS

• First interview with the HR team (30 minutes);
• Second interview with the CISO (60 minutes);
• Third culture fit interview (30 minutes);
• Final round a final meeting with the CEO (30 minutes).

*This role has been categorized as a Remote position. Remote employees do not have a permanent corporate office workplace and instead work from a physical location of their choice which must be identified to Crossbeam. Employees may live in any of the 50 US States with limited exceptions. In certain cases an employee in a remotedesignated job may need to live in a specific region or time zone to support customers or clients as part of their role.

In Colorado Connecticut Nevada and New York City the standard base pay range for this role is $55000$80000 annually.

This base pay range is specific to Colorado Connecticut Nevada and New York City and may not be applicable to other locations. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience performance and location. Actual amounts will vary depending on experience performance and location.

OUR CORE VALUES

Values are a social contract that we have with our team our users and our communities. They are guiding lights as well as argumentenders and we expect results delivered in a way that is consistent with these values.

Trust is our Foundation

We create value by building trust in our company our team and our technology. That goes in all directions not just between us and our customers but also amongst ourselves. We approach conflict with empathy and curiosity and ascribe best intentions to all of our collaborators.

Work Hard and Smart

This is a startup and we will act like one. We prioritize impact take personal ownership of outcomes act decisively and get our hands dirty in the process. We communicate clearly avoid overengineering and take risks. This allows us to be creative innovative and solutionoriented.

Default to Transparency

We will not succeed in information silos. We share the good bad and ugly about what is happening in our company which requires us to pay attention always measure what matters and hold each other accountable.

Belonging

In our workplaces communities and ecosystems we shape environments where people feel a sense of belonging. To do this we work to ensure that stakeholders of all backgrounds are treated equitably and experience psychological and physical safety. This is key to their relationship with our company their access to opportunities and their ability to thrive.

Treasure the Fun

We are incredibly lucky to be here lets make memories. We will all spend that extra bit of time and energy to energize each other with fun and inspiring experiences. This applies internally and externally from the smallest interactions to the largest events.

Crossbeams core value of Belonging sits at the heart of our hiring process and were proud to be building a culture where differences are valued. Applicants from diverse and nontraditional backgrounds are strongly encouraged to apply.

To applicants in the European Union & California: Please find our European Union & California Recruitment Policy Here