Technical Support Analyst – Remote (LATAM)

About the role

We are looking for a Technical Support Analyst to provide Tier‑2 assistance and manage IT operations for a fully remote LATAM team. The role combines troubleshooting, identity management, endpoint security, and asset lifecycle responsibilities.

Key responsibilities

• Serve as the primary escalation point for complex technical issues (Tier 2) across the organization.
• Manage, triage and resolve IT requests using ClickUp, ensuring alignment with OKRs.
• Troubleshoot hardware, software, network and access problems in a macOS‑centric environment.
• Maintain Google Workspace (advanced level), handling user provisioning, shared drives, security groups and email routing.
• Administer authorization, provisioning and de‑provisioning of core SaaS tools and enforce security best practices such as MFA and least‑privilege access.
• Deploy, configure and maintain corporate devices via the Mobile Device Management (MDM) platform, ensuring compliance with encryption, OS updates and endpoint detection/EDR agents.
• Assist in responding to security alerts and participate in vulnerability management.
• Own the full lifecycle of IT assets – procurement, international shipping, onboarding deployment, inventory tracking and secure off‑boarding.
• Maintain an accurate, real‑time hardware and software inventory database and coordinate with local vendors across countries.
• Create and keep internal documentation (Knowledge Base) and propose automation workflows to improve efficiency.

Required profile

• Fluent English communication.
• Deep technical knowledge of Apple hardware and macOS troubleshooting/administration in a corporate setting.
• Hands‑on experience with ticketing or service‑desk tools (ClickUp preferred).
• Proven experience administering Google Workspace and other corporate SaaS platforms.
• Experience enrolling and managing devices through an MDM solution.
• Several years of experience in IT Support, Desktop Support or ITOps, preferably in a startup or fintech environment.

Required skills

• macOS
• Apple hardware
• ClickUp (ticketing system)
• Google Workspace administration
• SaaS platform administration
• Mobile Device Management (MDM)
• Endpoint detection and response (EDR) agents
• Bash scripting
• Python scripting
• Google Apps Script